Get Started. It's Free
or sign up with your email address
Returns by Mind Map: Returns

1. Customer Service

1.1. Within first year

1.1.1. Customer emails support - case created

1.1.1.1. Non-functional

1.1.1.1.1. Create task in Salesforce for SOCS

1.1.1.2. Broken/damaged due to usage

1.1.1.2.1. Create RMA task in Salesforce

1.2. After first year

1.2.1. Customer emails support - case created

1.2.1.1. Contact manufacturer

1.2.1.1.1. Manufacturer handles repair or replacement with customer

2. Overship/ Wrong Product

2.1. Create Sales Force case with-Initial review-Why? Qty? Value?

2.1.1. Should we have it shipped back?

2.1.1.1. Yes

2.1.1.1.1. Create Call tag- include case RMA# on call tag (remove zero's from case number)

2.1.1.1.2. Email Accounts Payable-Call tag and job #

2.1.1.2. No

2.1.1.2.1. Follow up with customer/installer to keep product

2.1.1.2.2. Create customer service invoice, zero dollar (lab pricing), attach job#

3. Design change

3.1. Customer driven or CLS

3.1.1. Create Sales Force case

3.1.1.1. Cosmetic- only visual not scores

3.1.1.1.1. Account admin approves

3.1.1.1.2. Account admin denies refund

3.1.1.2. Academic

3.1.1.2.1. Assign SF task to academics for review