Customer calling to get an update on my RMA

 Steps & Questions to run through while on the call. 

 

CUSTOMER: "I would like to receive an update on my RMA?”

Agent: Okay I can try and locate you in our system here, can I grab your name and your RMA number if you have that available?

ACTION:  Search in Freshdesk for the previous ticket we have with the customer.  This will show when the RMA was created.  OR if you are provided with an RMA number, go to RMA Module in Fishbowl and search in Fishbowl.

 

1st change status to ALL so that you see everything.

Advanced Search options

  • Number: Place the RMA number here and hit search to find the date that it was entered.  Once you have the month it was entered, open that corresponding log to see the status.
  •  RMA Log – Located on the L Drive When you have found the customer in the corresponding log, check to see what color it is.
    1. Green –   RMA has been received, inspected by Quality Assurance and is all set to have a fully functional device your way.
    2. Yellow –  RMA has been received at our facility and is currently being inspected by our Quality Assurance Team, we can notify you once your RMA is completed with our Quality Assurance Team and a fully functional device is on the way.
    3. White/Pink –  We have not yet received your RMA at our facility.

CUSTOMER: "I have tracking on it, it says that it did arrive to you.”

Agent: Okay, can you please provide us with that Tracking Number?  We can check the status of the RMA if you have the tracking number to see if it has arrived to our facility. 

 

CUSTOMER: "Sure" - jot down the tracking number that is provided to you by the customer.

Agent: Thank you, let me search that tracking number for you. 

ACTION: 

Check Tracking:

Go online and search tracking number. If by searching the tracking number you see that the RMA has been delivered to our facility you will need to let the customer know (confirm) that the tracking shows it was delivered and provide the date it was received.

RMA delivered to our facility: 

Normally, when the device has be received it will take a 1 to 2 Days for the Quality Assurance team to check in the device.  When the device has been inspected by QA the RMA will be turned around and shipped back out. 

RMA has not been delivered to our facility:

Inform customer that tracking details show that the device has not been received to our facility.

Credit/Refund: 

 RMA will be inspected by QA upon completion Credit RMA Credit/Refund will be issued based on the condition and content of what was received to our facility.

Credit/Refunds are issued on Wednesdays.