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NEWEST UPDATE
NEWEST UPDATE
The return address will automatically be Tamarac. If the customer lives in one of the below states, you will need to change the return address to Cerritos. Other than those 7 states, all returns will go to Tamarac.
California
Colorado
New Mexico
Oregon
South Dakota
Washington State
Wyoming
Note: On the printed label, you will still see Cerrito's address as the "sender address". As I was told, the "return address" (Tamarac) is in the bar code.
Due to the large number of replacement requests we are seeing, we will need to start processing them through Shopify/Skubana (not sure which system each team uses) as New units. We will no longer be refurbishing units so all replacements will be shipped out as New.
Any unit that is 90 days or older, damaged or broken the customer may dispose of it.
For those units that are to be returned, please return to the closer warehouse, Cerritos or Tamarac.
All replacement orders (new/refurb) including power cords should be entered into Shopify.
WE WILL NOW SEND NEW REPLACEMENT UNITS, NO REFURB.
Need to create SHOPIFY ORDER FOR ALL REPLACEMENTS. (ALWAYS CHECK IF ACCOUNT EXISTS ALREADY)
In line with the new process for sending replacements, we have to make sure that we are doing Troubleshoot
Exhaust your our due diligence before sending New Replacement Units. Meaning, we have to do the following:
Assess/Understand the Situation
Ask probing questions to get the bigger picture of the situation/issue of the unit resources (Matrix/Manual/Ollie etc) to look for the appropriate troubleshooting steps that will help resolve the issue
Check Jotform
Make sure the customer is registered to the lifetime warranty
Check Shopify/AMZ
Is the customer changing filters as recommended?
For those customers that have purchased through Shopify.
Sorry, for those who did not, we would still need to manually add to Shopify so we have a record of the customer and unit.
Yes, we will still have customers return the units that are "newer", not damaged or broken. Possibly we can donate them or use them as write offs.
EXTRA PACKAGE RECEIVED
EXTRA PACKAGE RECEIVED
Attempt to save the sale by offering $20 for Amazon customers and 10% discount for Shopify customers
If the customer would like to keep the package, create a Draft Invoice and apply necessary discounts.
See Discount Handling for more information.
If the customer decides to keep the package but wants to pay using credit card by phone, post the request at the callback-endorsements channel in Slack ten tag Andrea and Kyle.
If SSA accounts, escalate to L2 as they are being handled by the US team.
See Handling B2B Accounts for more information.
Template:
Contact Person:
Position in company:
Company Name:
Email Address:
Contact Number: Ext.
Best time to Call: (EST Time)
Already has a Shopify Acct?
Gorgias Ticket link (if available):
Summary of order or inquiry:
If the customer decides to return the package
L1 to assign the ticket to Level 2 for return mailing label creation
Voice may process the return label, no need to escalate to L2
For Non-Voice
If using Hubspot, assign the ticket to Level 2.
If using AMZ MSG, create a ticket and set Level 2 as a customer with the following information:
To: L2Support@medifyair.com
CC: POCs; Processor
Body of the email
Hi,
Customer Name/Company Name:
(Draft) Order#:
SKU:
Quantity:
Contact No:
Email Address:
Address:
Include EFF/Shopify Status if needed:
Warranty Registered? Y/N
Details/ Reason: Customer would like to return the extra package received. Save attempt already done but customer did not accept it.
Thank you,
<Name>
CANCELED BUT STILL DELIVERED PACKAGE
CANCELED BUT STILL DELIVERED PACKAGE
Check status in AMAZON/Shopify and Skubana to confirm the canceled/refunded order.
Attempt to save the sale by offering $20 for Amazon customers and 10% discount for Shopify customers
If the customer would like to keep the package,create a Draft Invoice and apply necessary discounts.
If the customer decides to return the package, assign the ticket to Level 2 for return mailing label creation.
If using Hubspot, assign the ticket to Level 2.
If using AMZ MSG, create a ticket and set Level 2 as a customer with the following information:
To: L2Support@medifyair.com
CC: POCs; Processor
Body of the email
Hi,
Customer Name/Company Name:
(Draft) Order#:
SKU:
Quantity:
Contact No:
Email Address:
Address:
Include EFF/Shopify Status if needed:
Warranty Registered? Y/N
Details/ Reason: Cancellation was previously requested but customer still received the package. Customer would like to return the unit back to us. Save attempt was made but the customer declined the offer.
Thank you,
<Name>
WRONG UNIT RECEIVED
WRONG UNIT RECEIVED
Ask the customer for a photo as proof that indeed a wrong unit was delivered by the customer.
Attempt to save the sale by offering $20 for Amazon customers and 10% discount for Shopify customers.
If the customer agrees to keep the package, create a Draft Invoice and apply necessary discounts.
If a customer decides to return the package, tell the customer that we are going to send a return mailing label.
Level 2 will create the return label and send the correct unit to the customer.
Note for Level 2:
If the customer decides to return the wrong item, wait for the return unit to be in ‘on its way’ or ‘delivered’ back to us status before sending the correct unit. If the customer did not agree to return the package before receiving the replacement item, proceed sending the duplicate order to the customer.
DEFECTIVE/DAMAGE UNITS
DEFECTIVE/DAMAGE UNITS
DAMAGE UNIT- physical damage
Find out what specifically is the damage to the unit.
Apologize to the customer and ask for a picture of the damage on the unit. If the unit has minor damage that doesn’t affect performance, offer a 10% discount for Shopify orders and up to $20 for Amazon orders.
If the customer insists on having a replacement before returning the damage unit, reach out to L2 for approval.
If using Hubspot, assign the ticket to Level 2
If using AMZ MSG, create a ticket and set Level 2 as a customer with the following information
To: L2Support@medifyair.com
CC: POCs
Subject Line: REPLACEMENT FOR DAMAGE UNIT | ORDER ID:
Body of email template:
Hi,
Customer Name/Company Name:
(Draft) Order#:
SKU:
Quantity:
Contact No:
Email Address:
Address:
Include EFF/Shopify Status if needed:
Warranty Registered? Y/N
Details/ Reason:
Thank you,
<Name>
DEFECTIVE UNIT- not working unit
Refer to Technical Troubleshooting Process
L2 PROCESS UPDATE: GOGOTECH RETURNS HANDLING
L2 PROCESS UPDATE: GOGOTECH RETURNS HANDLING
If we receive a return request (RMA) from Gogotech, simply send them a return label using the information below
If the unit is already back at their warehouse (saved at XPS address book)
Sample:
Name: Luis Rios
Name: Luis Rios
Company: GOGO Tech II LLC
Company: GOGO Tech II LLC
Address: 575 Underhill Blvd STE 350 Syosset New York 11791
Address: 575 Underhill Blvd STE 350 Syosset New York 11791
Phone number: (888) 258-1008
Phone number: (888) 258-1008
RMA number is their Medify order number, RMA GOGOTECH#######_order number sent by gogotech (these will be provided by Lou H in his endorsement email)- use it as the reference number in XPS
RMA number is their Medify order number, RMA GOGOTECH#######_order number sent by gogotech (these will be provided by Lou H in his endorsement email)- use it as the reference number in XPS
See below example of RMA-GOGO16884077E_FOS11416114E
GOGOTECH AND RITEAID RETURNS/REFUNDS
Customers purchase and pay their units/filters through Riteaid or Gogotech.
Normally, it is the representatives from RA and Gogo who reaches out to us.
We may assist with replacements but refunds will have to be handled by Riteaid / Gogotech..
They will reach out to us (lou V and Lou H) and Medify will settle with them
Update:
For CreditMemos - Email Louis Vietri (he will give the PDF credit memo) CC: Louis Holder (will update in the logic broker portal)
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