Voice: Handling Damage or Defective Units Concers

• Make sure the unit is registered for the warranty. If not yet, offer to register on the customer's behalf. Check if the customer met warranty requirements.

  • • 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- Make sure the customer is changing filters as recommended. 

• If the order was made within 30 days. Inform the customer that the unit is still covered by Amazon’s Return Policy.

• Educate the customer that Amazon can either replace or refund the unit, and if not returned within 30 days,

Amazon will no longer be able to do so (emphasize that the refund can only be processed by Amazon). 

• Create and email the return label follow Create a Return Label.

Note:

If the customer purchased the unit within 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.

For Amazon UK, CA and AE escalate to L2 for proper handling