What is the process for
This is the process to handle a device secured with an access code, such as an iCloud, Samsung, or Google account, or a Smartwatch connected to a personal account.
Process
1. Identify the problem trade-ins
In Trello, Check cards in "A. Problem orders. Please contact the customers"
Check the comment of the card for exact problem
2. Email the customer
Email the customer to obtain authentication via Intercom by:
Click "+" icon > select Conversation
Select Email, add subject Update over je inruil (V-number)
Please note it is important to add V-number in the subject so we can trace the conversation easier.
Choose the suitable Macro.
You can add a macro to the email by click ⚡ > Use Macro (Or directly search the name of the Macro in "Search actions"
3. Inform Ops
In Trello, comment on the Trello card "email sent"
Move the card to "Waiting for response"
4. Receive response from customer
After receiving response from customer, comment the response in Trello (i.e. PIN code: 1234)
Move the Trello card to "1. (C2B + C2C) Received orders, do pre-check(IMEI/serial), test and evaluation" column
Slack in #cs-handling:
V-number | S-number | pin code: 1234. Test again
If the Ops can unlock the device, they will proceed to test the device. CS won't need to do further actions.
Ops can't unlock the device
Sometimes customer provided a wrong password, or Ops find that there are other authentication needed. In this case:
Ops will move the Trello card back to "A. Problem orders. Please contact the customers"
CS please repeat step 1-4
Customer doesn't respond after a week
Please check Intercom or Trello "Waiting for response" column. If a customer doesn't respond the email after a week, please sent a reminder email
In the Trello card, add comment:
Reminder sent DD-MM-YYY