Replacement Request

OVERVIEW:

Use this document to assist replacement requests for concerns related to the following:

Customer wants to have a replacement for defective unit
Customer wants a replacement for damaged item and customer at fault
Customer wants a replacement for missing items
Customer received wrong unit

REMINDERS BEFORE REPLACING THE UNIT:

All TS steps are done but to no avail
Registered to our Life-Time Warranty
Valid order number and purchased from legit channel or reseller.

Ask for the invoice if not ordered from Medify Air directly to validate the purchase

For units claimed given as gift; get the name of the person who gave the unit as a gift and look up the order or have the buyer contact us
Note that if the customer read the manual when they first opened the unit, it is clearly stated for them to register their unit for the warranty
If there's no order number, check if the customer purchases replacement filters, else they will not be eligible for warranty replacement
File UPS damage claim for damaged units - no need to wait for the result before processing a replacement since it's not the customer's fault but keep an eye on the claim

ALL WARRANTY REPLACEMENT UNITS WILL BE NEW

IF: > 90 DAY DEFECTIVE / DAMAGE UNITS

No need to return the units
Create a $0 order in Shopify (create an account for customers who do not have a Shopify account yet - Amazon, Walmart etc,)
Make sure to remind the customer that the life-time warranty will be transferred to the new unit. They may continue using the defective unit if the filtration still works or they may dispose of it properly

IF: < 90 DAY DEFECTIVE / DAMAGE UNITS

Customers will still have to return the units
Create a return label addressed to Cerritos, CA (West Coast Customers are those living in California, Colorado, New Mexico, Oregon, South Dakota, Washington State and Wyoming) or Tamarac, FL (East Coast)

TIP: If unsure, check XPS for the cheaper cost of shipping. Need to add to the Cerritos states... Hawaii and Alaska

Once the package is in transit, create a $0 order in Shopify (create an account for customers who do not have a Shopify account yet - Amazon, Walmart etc,)

Note:

Damaged units - damaged units/filters that are unusable, such as shattered control panel, drenched or heavily dented filters, NO NEED to return. The customers may dispose of the item. Make sure to file a UPS claim for the damaged item.

IF: DAMAGED POWER CORD

Offer 20% off a new unit

IF: OUT OF WARRANTY REPLACEMENTS

Refurbished units are no longer an option
Offer 20% off a new unit

IF: PARTS REQUESTS

Detachable Power cord orders will have to be processed in Shopify
Other parts request like panels or screws, and sensors will still be sent to Jose

IF: MA-40 V1 SENSOR

Replacement SENSORS WILL NO LONGER BE SENT – They will be sent but as replacement parts (see below)

ONLY if the customer refused the UV version of the unit.

Process an MA-40UV replacement unit if the customer chooses the free upgrade.

Make sure to remind the customer that the life-time warranty will be transferred to the new unit. They may continue using the defective unit if the filtration still works or they may dispose of it properly

Only request a sensor replacement (L2: send to Jose) if the customer insists on just getting a sensor or doesn't want a UV unit. If they don’t want UV, you can offer the non-UV version as well.

***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 create SKUs for the power cords so that they run through the system as well.

WE WILL NOW SEND NEW REPLACEMENT UNITS, NO REFURB.

Need to create SHOPIFY ORDDER 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 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
Troubleshoot- Exhaust your 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 off's.

NOTE:

If customer received item as a gift, customer should be able to register unit with the Order #, otherwise escalate to L2 to ask for approval and if Medify declines, ask any leads if they will honor warranty and send replacement.

If the customer can’t find the order details or invoice, advise customer to login to their AMZ account and check order history, if they are unable to find it or didn’t receive email notification about their order, advise them to contact AMZ

REMINDER:

When creating replacement unit labels, put the unit name on the reference field not just on the file names..

Note that the warehouse staff relies on the reference/labels for which unit it is for. (They don't have access to the drive)

Example: MA-25-W1 #123456

MA-25-W1 power cord

GUIDELINES: "NEW UNIT vs REFURB UNIT"

If a customer asks if they will be receiving a new unit, we will send them a new unit (regardless of the 90day mark)

If a customer has a defective/damaged unit:
- If the customer purchased the unit in less than 90 days, have the customer return the unit.
- If the customer purchased the unit for more than 90 days, ask the customer to throw the unit out.

Note: After you go through your TS steps (have customers send videos, pictures, etc...) and they have had the unit over 90 days, you may tell them to throw it away (if the customer chooses to keep the broken unit that is fine). The 90 day guideline is internal and not to be shared with the customers

What to send for warranty replacements = Refurbished vs new replacement
- If the customer purchased the unit in less than 90 days, send a new unit.
- If the customer purchased the unit over 90 days, send a refurbished unit

Replacements will follow the original order number's DELIVERY date. if the customer already received a replacement and is asking for their unit to be replaced again within the filter replacement period and has not purchased any filters, make sure to escalate first; subject for approval.

Reason: We can't have customers calling in to change their units every 3-4 months and not purchase any filters

Out of warranty damage

Offer a refurbished unit at 50% of the new unit's cost (Ex. customer's dog chewed irreplaceable power cord/customer knocked over the unit and cracked top, etc.)

Damaged beyond repair within 90 days

Damaged UNUSABLE units such as flooded, burned, broken, cracked, where even spare parts can't be used, DO NOT need to be returned. File UPS claim if the damage is due to shipping and process replacement.

GUIDELINES: DAMAGED DUE TO DELIVERY

If damaged due to delivery such as dented units or cracked panels but still functional, have the customers return the units.

Depending upon how severely the unit was damaged in transit, we could always use the new filters or spare parts like filter panels or cord.

For Broken MA-40 control panel, NO NEED TO RETURN the unit.

The customer should keep the filters (and the filter covers as spare if they want to) and may dispose the unit

MAKE SURE TO FILE UPS DAMAGE CLAIM

Checklist:

Follow Technical Troubleshooting
Units fulfilled by Medify Air (seller)
Units are registered to Lifetime Warranty. See Warranty Handling

IMPORTANT:

When giving option to customers (at fault) to purchase from Ebay refurbished unit at 50% off, set expectations "we cannot guarantee availability but you may check Ebay if they have available MA-xx at 50% discount if none you may purchase a new unit from us and we will give you 15% discount" Other option is refurbished unit from us at 50% discount but you also have to check availability

STEPS:

L1 (Non Voice) escalates to L2 to process replacement. Use the L2 Template:

Customer/ Business (Full) Name
Order #
SKU
Quantity per SKU
Email Address
Contact Number
Shipping Address
Warranty Registered (Y/N)
Clear Details of Escalation / Request:

L2 to process the return label. L2 will then own the ticket moving forward and monitor movement of the return.

See Order Returns and Return Label Creation for more info

UPDATE AS OF 18 JUL 2023

Jul 18, 2023 (Authored by: Rolly)

- For Amazon orders where the items are stored and shipped by Amazon, Amazon will take care of the return / replacement within 30 days. After that, Pattern will work with the customer, but they do not send replacements, just refunds, if necessary.
- There will be no FBM in Europe & Canada, so nothing will ship from our warehouse.
- But if, in a rare case, something is shipped from our warehouse, we will have to take care of it and not refer them to Amazon or Pattern.
- For the lifetime warranty portion, Pattern will refer the customer back to us.

Reference: https://medifyair.slack.com/archives/C059B84G2TS/p1689649963578589

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