Once the cx shares the tracking number after shipping the defective device. Please select the canned response (Replacement process waggle device L2-L4 escalation) and move the Ticket to L2.
- L2 will enter details in Replacement Dashboard.
- Go to IRIS > Super Admin > View all Gateways > Enter QRC > Mark "Replace".
- Then L2 will transfer the Ticket to Fulfilment team, They will process the replacement shipping.
- Once the cx receive the Replacement device, they will be instructed to register the Replacement device under the same account. Cx need to open the Waggle app > More > Pet monitor > Add Monitor.
- Old Device will be removed and the Subscription will be mapped to the new device automatically.
- If the old device not removed then escalate to L2 to remove the old device manually.