Notes

Hi, Team,

Please send your answers within the day.

Explain the process for the following scenarios:

•Customer asks for a Refund (Unit was purchased from Walmart 6 months ago)
--set the customer’s expectations, Explain to the customer that the wallmart or Belkin Store has a 90 or 30-day return period. In the case of the customer (beyond return period), we can provide a warranty replacement.

*Apologize to the customer for the inconvenience and offer to assist him with his concern.
*Inform that customer that because the replacement product was deemed defective within 90 days, we shall honor his refund request and waive the original 90 day refund policy.
*Explain to the customer that he still has the option to process a 2nd replacement and we can provide a PPL.
*Should the customer decide to go ahead with the 2nd replacement, we will no longer be able to cater the refund request after getting the second replacement. However, we can still provide a warranty replacement, so long as the product is within warranty.
--QUEUE to outbound

•Customer Received a Defective Replacement
--Ask customer his Order # and Case #
--—a replacement unit determined to be defective within the first 10 calendar days after
the replacement unit was received
--The CS agent will need to verify when the replacement unit was received by
the customer using the RMA number.
2. The CS agent should transfer the call to technical support if the customer has
not tried troubleshooting yet.
3. If the device is deemed defective by the technician, they should not activate
the case. The technician should transfer the call to customer service. If the
customer service department is closed, the technician should provide their
hotline and business hours.
4. For Belkin devices, their technicians can process the replacement after
troubleshooting. The agent should create an RMA for their customer.
5. The agent should provide a prepaid label to the customer as an exemption.
The customer’s expectations should also be set.

•Device falls under Product Safety Case Handling; device is out of warranty
--ask customer first the Model and Serial # of the device
--ask probing question
--follow product safety process
--set customer expectation
--indicate or write all the necessary notes on the case
--QUEUE the case to CAT, and tell customer that they will be the one who's going to process replacement or refund regarding on his/her device.

•What Instructions do we provide the customer regarding the prepaid label?
--DOA Devices
--Tell customer “To be able to do this, you will receive an email with a link to access a Prepaid label . You have 10 days within the receipt of your email system to print the label or the link will be void, so make sure to print the prepaid label as soon as you can alright?”
--Explain to the customer that the prepaid label (PPL) will be emailed to the customer within one business day. The customer needs to open the email and click the link within 10 days or the link will expire.

a. Print the prepaid label
b. Put it on the box
c. Take the box to a UPS drop-off center

•Site 2 scenarios where the device will go to grief.
--no replacement # , or RMA # written outside or on the box/package.
--Wrong customer address or Wrong shipping address.

•What questions do we ask the customer before processing a UPS Claim? (name 2 questions)
>ask customer first if they received the package .
--UPS Claim is processed if the replacement product is lost or the customer has not received the package
>Verify the customer Shipping address, maybe the shipping address is wrong.

Create your own spiels for the following:
•2 Types of RMA (Standard vs Advanced)
(STANDARD):
>>May you pplease go to our website "belkin.com" select the Support tab
>>provide the customer case ID , so that he/she can type in in
>>The product and the serial number will be auto-populated, you just have to make sure that what you're seeing is the correct product to be replaced.
>>Can you select the replacement type, select Standard
(if the RMA is not activated, manual RMA is to fill out the form)
>>explain the return instructions to the customer and remind him to write the RMA number outside the package. The return address must always be provided to the customer unless the customer mentioned that he already knows the return address

(ADVANCED)
>>Tell customer to go to our website "belkin.com" select the Support tab
>>provide the customer case ID , so that he/she can type in in
>>The product and the serial number will be auto-populated, customer just need to be sure that what he/she is seeing is he correct product to be replaced.
>>Kindly select Advance replacement
--belkin will send a replacement immediately ,you will have 20 days to send us the defective unit
>>Fill out the RMA form. The following information must be valid and complete. Explain the credit card hold process to the customer and obtain his credit card information. Do not document the customer's credit card information anywhere on your computer or write it down. ONLY type the information on the RMA form and NEVER repeat this number to the customer (during the call). If you need to verify the credit card information of the customer, ask the customer to repeat the number for you. Review the information before submitting the request. Once you have reviewed the information, click Submit.
>>after placing your order or processing the replacement for you , you will receive an email or RMA Email with the tracking # of your package or device.

•Refund Process (Device is valid for refund)
PoP Instructions
>>tell customer about the process
>> take a picture of the reciept and send it to us via email, in [email protected]
>>tell customer to send us back the defective unit ,Upon receiving the device on the warehouse, the process would take 1-2 days
>>and The money refund process would take about 30 days
>>tell customer that we have an outbound team to approved the refund.
>>QUEUE the refund.