*Inquire about the reason for the return and make an effort to persuade the customer.
*If the customer still wishes to return the device, check whether the order is under return window (Product can be returned within 21 days from the date of delivery).
If the order is under the return window (21 days).
-Notify the customer that we will be sending an email with a link for them to complete the Return Material Authorization (RMA) and provide the return address.
-Additionally, inform the customer that a $10 restocking fee will be deducted and the remaining amount will be credited back once the device arrives at our warehouse.
-The customer is responsible for the return shipping charges.
-Select the canned response 'RMA' and send the email.
If customer responds by filling the RMA form:
-If the customer filled out the RMA form, merge the RMA ticket with the same calling ticket and advise them to ship the device and share us the tracking number.
-Once the customer shares the tracking number, please use the canned response 'Waggle pet monitor return- escalation' and fill out the details and move the ticket to L2.
If the customer doesn't share the RMA/tracking number:
-Need to follow up with the customer for 3 days until they fill the RMA and share the tracking number.
-If there is no response from the customer within a three-day period, it is necessary to send a follow-up email reminding them to provide the tracking number and subsequently close the ticket.