Corey Wallace Supervisor for Customer Support
Transcription
  • Is the box damaged or lost? Yes, Lost. No. Yes, damaged.
  • Is the part damaged/missing due to the damaged box? Yes, Missing Items. Yes, Damaged items. No.
  • No need to file a UPS Claim.
  • File a UPS Claim. Is the manufacturer willing to cover the missing parts? (hardware, etc). Yes. No.
  • Does manufacturer have the item in stock? No. Yes.
  • Manufacturer sends in stock item to customer.
  • Is the customer willing to wait for the manufacturer to ship the item? No. Yes.
  • Manufacturer will ship the item to the customer when it arrives.
  • Customer needs the items ASAP. Does Turn 14 have item in stock? No. Yes.
  • Turn 14 will ship replacement from stock, to be replaced by credit memo requested of the manufacturer.
  • Is the customer willing to take a credit for the item in lieu of replacement parts, so they can purchase them locally? No. Yes.
  • Turn 14 should issue a partial credit to the customer.
  • Customer needs to wait until either we get the item in stock or the manufacturer, to ship to the customer.
  • Appeal with manufacturer (attempt). Manufacturer denies coverage, Which means Turn 14 must cover the cost of the missing item.. Manufacturer Approves coverage of item.
  • Does the manufacturer have the item in stock? Manufacturer does not have item in stock. Manufacturer has part in stock.
  • Have manufacturer send item to customer.
  • Is the customer willing to wait for the part to ship from the manufacturer? No. Yes.
  • Item will ship from manufacturer to customer when the part is back in stock..
  • Customer needs the item ASAP. Does Turn 14 have the item in stock? No. Yes; to be replaced by Credit memo from manufacturer in lieu of physical parts.
  • Turn 14 sends replacement part to customer from our inventory and we wait for a credit from the manufacturer to replace the part we sent..
  • We can offer a credit memo to the customer, so they can purchase parts locally.
  • Do we have the missing item(s) in stock to ship? Yes. No.
  • Send replacement part to customer from our inventory.
  • Issue Credit Memo to Customer.
  • File a UPS Claim. Is the manufacturer willing to cover replacement parts? Yes. No.
  • Does the manufacturer have the item in stock? Yes. No.
  • The manufacturer will ship the item(s) in their stock to the customer.
  • Is the customer willing to wait for the item? No. Yes.
  • The manufacturer will ship the item(s) to the customer when back in stock.
  • Does Turn 14 have the item in stock? Yes; to be replaced by Credit memo from manufacturer in lieu of physical parts. No.
  • Turn 14 sends replacement part to customer from our inventory and we wait for a credit from the manufacturer to replace the part we sent..
  • We can offer a credit memo to the customer, so they can purchase parts locally.
  • Is the part worth $50 or less? No. Yes.
  • Request pictures of field destroy and credit the customer.
  • Is the damage repairable? Yes. No.
  • Offer a label to bring the part back so returns can issue credit. is the customer requesting an advanced replacement? Yes. No.
  • Advise the customer that the replacement can be sent once the supplied UPS return label shows movement back to Turn 14. When the return is back, Returns will issue credit to the customer.
  • Offer a label/ pickup by UPS. Once back to Turn 14, Returns will issue credit for the part.
  • Can we salvage any items from the non-damaged parts? Yes. No.
  • Request pictures of field destroy and issue credit to customer.
  • Offer a label to bring the part back so returns can issue credit. is the customer requesting an advanced replacement? Yes. No.
  • Advise the customer that the replacement can be sent once the supplied UPS return label shows movement back to Turn 14. When the return is back, Returns will issue credit to the customer.
  • Offer a label/ pickup by UPS. Once back to Turn 14, Returns will issue credit for the part.
  • Are the parts damaged inside the (undamaged) box? No. Yes.
  • There is no need to file a UPS claim.
  • Do the items appear to have been damaged by fault of Turn 14 (mispackaging) or the manufacturer's packaging? Turn 14. Manufacturer.
  • Reach out to the manufacturer to have them replace the damaged item(s) and ship to the customer.
  • Are the parts worth bringing back? Yes. No.
  • Request pictures of field destroy. Once received issue credit to customer's original invoice.
  • Offer a UPS return label. Is the customer requesting an advanced replacement? Yes. No.
  • Advise the customer that the replacement can be sent once the UPS return label shows movement back to Turn 14. Once the original item is back, Returns will issue credit to the customer.
  • The customer will be credited once the part is back in returns at Turn 14.
  • Has the customer confirmed with neighbors that the package was not delivered to their address, or picked up by them? No. Yes.
  • Have customer confirm with neighbors if the package is with them.
  • File a UPS Lost package claim. this process will usually take the full 8 business days. Is the customer requesting an advanced replacement? No. Yes.
  • Advise the customer that in the event the package is found prior to the 8-day window, it is their responsibility to return the replacement items in order to prevent being billed. If they are OK with that choice, place a DNB advance replacement.
  • Once the claim has been updated by UPS, they will provide a status. Is the package recovered or not recovered? Not Recovered. Recovered.
  • Package has been confirmed lost. We have nothing available left to do other than to issue credit to the customer..
  • Is the package being delivered/already delivered to the Customer's shop, end user's address, or Turn 14 Warehouse? Customer's shop. Turn 14 warehouse. End user's address.
  • Once the package comes back to Returns, they will issue credit for the invoice, provided that the invoice is properly noted.
  • Has the customer been sent an advanced replacement (DNB)? No. Yes.
  • Is the end user interested in keeping a second item? No. Yes.
  • Notify Accounting to remove the DNB status on the replacement invoice. The customer can then keep the item.
  • It is the responsibility of our customer to get the replacement item back to Turn 14 to credit the DNB order. They need to ship the item back to us.
  • Has the customer asked for a Return label to send the item to the end user? Yes. No.
  • You can provide a UPS label to the customer at your discretion.
  • You can provide a UPS label to the customer at your discretion.
  • Has the customer been sent an advanced replacement (DNB)? Yes. No.
  • Claim has been completed.
  • Is the end user interested in keeping a second item? Yes. No.
  • Notify Accounting to remove the DNB status on the replacement invoice. The end user can then keep the item.
  • It is the responsibility of our customer to get the replacement item back to Turn 14 to credit the DNB order. They need to ship the item back to us.

Related Topics