Below are the macro used in updating warranty Zendesk tickets: 

• Warranty -  seller responded attended "this will be applied after attending the seller's query"

• Direct to SC EN AR "this will be applied for all the self-service cases"

• Extra claim_Arabic "this will be applied for Extra cases to send the customer the link for the Extra suppliers Arabic customer" 

• Extra claim_English "this will be applied for Extra cases to send the customer the link for the Extra suppliers English customer" 

• Warranty item ready for collection from seller/SC "this will be applied if seller/SC stated the item is ready"

• Warranty - customer responded attended "this will be applied after attending the customer's query"

• Warranty new manager call back request "this will be applied if the customer requested a manager call back " 

• Warranty new manager call back attended "this will be applied after attending the manager call back request" 

• CNR call back EN & AR "this will be applied if the customer was not reachable and it will not be applicable for the no answer in repeated claim and no answer in customer misuse" 

• Callback needed " this will be applied by AFS/WH team if information is needed from the customer " 

• Serviceability customer call back requested "this will be applied by the serviceability team if information is needed from the customer and the item is under service stage"

• Serviceability customer call back attended "this will be applied after getting the information from the customer that been requested in serviceability customer call back requested"

• Warranty new customer call back requested "this will be applied by CS team in case an urgent call back is required" 

• Warranty new customer call back attended " this will be applied after attending the customer call requested in the macro warranty new customer call back requested"

• Low-value refund _ NO SS "this will be applied for the self-service low-value cases only" 

• Pick and refund "this will be applied for the to be refunded cases as shown on serviceability dashboard" 

• Repeat_refund "this will be applied for the valid repeated claim at the time of pick up

• Photo/ info requesting English "Any information required from the customer English"

• Photo/ info requesting Arabic "Any information required from the customer Arabic"

• Out of town English "If the customer is out of town and can not answer our calls English"

• Out of town Arabic "If the customer is out of town and can not answer our calls Arabic"

• Damaged item received English "To request the customer to send the photos of the damaged item & box English"

• Damaged item received Arabic "To request the customer to send the photos of the damaged item & box Arabic"

• Invoice English "To send the invoice to the customer English"

• Invoice Arabic "To send the invoice to the customer English"

• Aramex AWB English "To send Aramex AWB to the customer English" 

• Aramex AWB Arabic "To send Aramex AWB to the customer Arabic"

• Find my iPhone Arabic "To send instructions to the customer on how to remove FMI Arabic"

• Find my iPhone English "To send instructions to the customer on how to remove FMI English"

• Warranty policy link English "To send the warranty policy link to the customer English"

• Warranty policy link Arabic " To send the warranty policy link to the customer Arabic"

• Purchase date update Arabic "If we want the customer to contact Apple and update the device's date of purchase in Arabic"

• Purchase date update English"If we want the customer to contact Apple and update the device's date of purchase English"

• Inbound call: "If the customer called our inbound, to document the inbound call"

• Logistics assisted- pick up: "To fill the details and the call flow if we are arranging the pick up from the customer"