MERCHANT ESCALATION

Visual Audit

Merchant's Name, Item, Delivered Date
Notes
Agent's View (ME Escalation Status)

PROBING QUESTIONS MERCHANT ESCALATION

Before submitting a form

Review all notes- including internal notes follow the appropriate Escalation
Check ME Escalation tracker to avoid duplicate request or if there is an update from the merchant

Click link to check the tracker: Agent's View (Make sure you choose the right tab at the bottom "ME Escalation")

TA- Items not received

Did you notify TA?

If not advise customer to do this first

Has delivery been tracked?

If not do this 1st for delivery status

If shows delivered but customer has not received

Customer need to submit a claim through TireAgent within 14 days after delivery

Live Phone Support (833-847-3463)

Investigation time frame
- FedEx- 3-5 business days
- USPS – up to 10 days
Proof of delivery; FedEx provides pictures if needed
If FedEx/UPS rules items were delivered TA can no longer replace merchandise

TA- Items received but wants to return

Did you notify merchant?

If not advise customer to do this first

Have the tires been mounted?

If so, Tire Agent will not accept returns per their policy

Have you filled out the form to start the return process?

If not, advise customer to do this first through TA

If so, when? - this process can take up to 3 business days

If it has not been 3 business days advise customer to allow more time for TA to review (change DD)

Have you returned the tires? If so, does tracking confirm tires were delivered?

If tracking info shows pending, tracking, in-transit or any status other than "delivered" - Do not escalate (change DD to allow more time) - This process can take up to 5 business days for TA to inspect and approve cancellation

If confirmed tires were returned/delivered and it has been 5 business days

We will need the date and proof of tracking information emailed to us

After 30 days TA will not accept a return

At this point please begin the recovery process on our end

Tires have been returned

Have you returned the tires to TA?

If so, does tracking confirm tires were delivered back to TA

If so, ask for proof of delivery to DOCS@uownleasing.com so we can escalate and change due date while process is reviewed and complete on TireAgents end

If tracking info shows pending, tracking, in-transit or any status other than "delivered" - Do not escalate (change DD to allow more time) -This process can take up to 5 business days for TA to inspect and approve cancellation

TA- Escalation

TA Website for return policies and procedures

https://www.tireagent.com/returns/

Uown return merchandise form

https://docs.google.com/forms/d/e/1FAIpQLSdeX2xkwkcaITvvYlf1_JDYCev5psimnOGSaZVTUUnYTQ_RUQ/viewform

Email address to send a claim for return

claims@tireagent.com.

Merchant Escalation form (ME Escalation Form)

Online Merchant (Other than TA)

OL Merchants- Items received but wants to return

Did you notify the merchant?

If not advise customer to do this first

If merchant was contacted, what did they say?

provide this feedback in escalation

Have you returned the merchandise?

if so, when?

Do you have the tracking information?

If so, have customer provide it to us

OL Merchants- Items not received

Did you notify the merchant?

If not advise customer to do this first

If merchant was contacted, what did they say?

provide this feedback in escalation

Do you have confirmation email of order?

If so, have customer provide it to us