Week 31-2023

Hardware Damage Subscription Cancellation update: Overband Macro can be used to pushback

Arielle is making a slight twist on Subscription Cancellation Pushback, particularly with Hardware Defect reason.

We will be using the macro in the screenshot below only if we have exhausted our OOW Warranty options - a full breakdown of steps and pricing can be found in https://teamfi.zendesk.com/hc/en-us/articles/11981547650195-Replacement-Programs.

Please follow the workflows to receive pricing. The following work flows have been updated with the correct process and macros:

BPO & Internal Agents - Warranty Check With S3
BPO & Internal Agents - Warranty Processing
BPO - Customer Wants Us To Place Order For Them

In addition to replacement pricing - the over-the-band macro is a good way to present another option. So work mainly from the Flows and use your discretion when it comes to that macro!