PROCESS UPDATE:
Update as of 25 MAY 2023
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.