Cx trying to register a newly bought device, but upon scanning QRC it shows already registered in a different account.


Get the QRC from cx.

Get clarified from the Current cx about the Source of purchase of the Waggle device.

Check previous user details. Check the subscription plan status.


If the Customer gets the device as a Gift or Purchased Through E-Bay :


  1. Get previous cx details from the current cx.
  2. Verify the QRC.
  3. Check the Subscription plan status.


* If the Plan is Active - Get clarified from the Current cx about the purchase of the Waggle            device. Ask the current user to give the previous user details. Check with Previous user about          the situation.


 If the previous user agrees cancel subscription. Please follow the steps below.


 Search with Previous user's Email or MEID in NIOM Mapped orders. Mark the previous user          as Update. 


 Log in to previous user account in IRIS > Assets > Delete the device. Now the QRC is free to be   registered again.


* If the Plan is Inactive - Get clarified from the Current cx about the purchase of the Waggle            device. Ask the current user to give the previous user details.


 Search with Previous user's Email or MEID in NIOM Mapped orders. Mark the previous user          as Update. 


 Log in to previous user account in IRIS > Assets > Delete the device. Now the QRC is free to be   registered again.


 

If it is new Device cx bought from Amazon or Walmart :

  1. Get QRC.
  2. Check Previous user's Subscription plan status.
  3. Fetch previous user details from NIOM Mapped orders. Mark the previous user as Update. This will remove the QRC from Previous user.
  4. Log in to previous user account in IRIS > Assets > Delete the device using the Icon. Now the QRC is free to be registered again.



NOTE : If the subscription plan is Active and previous cx claims that they lost the device or missed it, then abort registration. Ask for the Purchase details from the current cx. Escalate to L2.