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HOW TO REGISTER?
1. Provide the warranty registration link to the customer
2. Inform the customer to fill out the information needed
NAME
ADDRESS
EMAIL ADDRESS
PHONE NUMBER
ITEM MODEL
QUANTITY
TICK ORDER METHOD
ENTER ORDER NUMBER
TICK THE RADIO BUTTON FOR THE ACKNOWLEDGEMENT STATEMENT
4. Click Submit
5. Inform the customer that he/she will receive an email confirmation for the warranty registration.
HOW TO CHECK IF THE REGISTRATION IS SUCCESSFULLY COMPLETED?
Customer would like to know if they were able to register their units
Check via Warranty Registry Jot form
Username: rich@medifyair.com
Password: Medify@123
Workaround: If unable to successfully log in to the jotform, you may try using Incognito
For more information, see Warranty Registry (Jotform)
Email warranty registration via jotform if customer requests
L2 ESCALATION
If customer received item as a gift, they 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.
In cases where a customer has not yet registered but they have been buying our replacement filters, we can allow them to register, and we will then send them a replacement unit.
Escalate to L2 but still advise customer to register (include in the internal notes) See Replacement Request
Assign / create a ticket to L2
If using Hubspot, assign the ticket to L2
If using AMZ MSG, create ticket to L2 with the following informtion
Subject: Warranty Related Concern | Order ID
Body of the email:
Hi Team,
Seeking your assistance:
L2 template:
Customer / Company Name (FULL)
Order #
SKU
Quantity per SKU
Email Address
Contact Number
Shipping Address
Status in Skubana
Warranty Registered Y/N?
Clear details of escalation / request
Thank you.
<Agent's Name>
FOR RESELLERS: BULBS.COM and OTHER RESELLERS
Bulbs refurbishes the units that they receive back from customer returns..
If the customer purchased from Bulbs, then the customer will need to go to them for any issues. We do not have any information on their customers regarding the number of filters they may have purchased. Basically, Bulbs is responsible for their own customers.
We will not honor the warranty.
That rule applies to the resellers that BUY from us... like Bulbs, Walmart 1P, Spreetail,or Wayfair and Amazon 1P. The warranty we have is with Bulbs, not with the customer.
The rule does not apply to those resellers that we dropship for those orders go through our system.
- Gina Wesp
FOR RESELLERS: MEDLINE CUSTOMERS
The customer is Medline who has offices around the country, they do not resell our units. It will be a regular return to Deerfield.
Medline has multiple orders in Shopify and pays through PO's, therefore, Louis V will need to keep track of all returns from Medline. Credit will be through Medline and not the customers.
Please handle as normal for return/ esca to L2. Louis Vietri to process the refund.
FOR RESELLERS: UK and EU
See Canada, UK and EU Handling
If unable to add their contact number, for now manually add it to the https://medifyair.jotform.com/tables/92174989697179
while we are waiting for Medify Air to update their website
FOR RESELLERS: CANADA
Warranty Replacements Amazon Canada Customers
1. Validate Order check in Amazon Seller hub (Amazon CA FBA) or have the customer send a screenshot of their order
less than 30 days, refer to Amazon.Ca for replacement/refund more than 30 days
2. Make sure all TS have been done
3. The customer should have registered to our Life-time warranty and changed their filters regularly with genuine filters
4. If confirmed needing replacements, escalate to l2
5. No need to return the defective unit regardless if <90 or >90
6. Escalate to L2
7. L2: Forward the customer's details to Cerritos to ship replacements.
8. Add DATE and replacement TN in the seller notes
FOR RESELLERS: AMZ AE
L1: If TS steps did not work and it is past the 30 days return period in Amazon, escalate the Warranty claim to L2.
(same warranty conditions applies)
L2: Send the customer details to Gina. make sure to include the reason for the request, fault of the unit, etc.
Note that requests will be handled on a case to case basis. DO NOT promise replacement until advised.
If the customer requests for refund, Gina does not have access to Amazon.AE so you'd need to refer the customer back to Amazon.
FOR RESELLERS: WARRANTY REPLACEMENTS
Process Update:
Replacement from orders under reseller contracts will now be processed by L2 Support
Scenario 1:
Bulk order Resellers under state contract or businesses, like Grainger and MSC, usually contacts l2support directly or are endorsed by the sales reps
No need to provide troubleshooting steps. The reseller reps normally do not have access to the actual unit.
Provide a return label they could give the recipient of the damaged/defective unit and process replacements.
Refunds do not apply to these contracts.
This rule do not apply however to those reselling to private consumers like AM Conservation group, Riteaid, Gogotech etc..
Scenario 2:
End users or recipient of the unit reaches out about a defective unit they got.
L1 | Provide TS steps to help resolve the issue
L1 | Attempt to locate the original order number by getting details from the customer such as the shipping label, tracking number, name of the school that gave them the unit, etc. You may ask
L2 to check if it can be looked up in SPS or Smart Sheets
L1 | If replacement is confirmed needed, endorse to L2 Support
L2 | Follow the warranty replacement process
Create the replacement order under the Reseller Shopify Account. Make sure to note the order.
In the Returns and Replacement sheet add reseller - customer name, example: Grainger - John Smith, so we could filter returns and replacements from resellers. This will be reported to Medify every EOM.
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