What is the process for
We encountered cases where a customer traded in a new or nearly new device, which turned out to be stolen. To prevent accepting stolen devices in the future, we now require customers to provide proof of purchase for certain products (e.g., iPhone 16).
Process
1. Identify the problem trade-ins
In Trello, Check cards in "A. Problem orders. Please contact the customers"
Check the comment. It will show "On hold"
2. Email the customer
Email the customer to provide proof of purchase 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.
Use macro "On hold"
You can add a macro to the email by click ⚡ > Use Macro (Or directly search the name of the Macro in "Search actions"
EN version:
Hi,We have your [product name]. Thanks for following the shipping instructions so well! 🙌
We would like to give you some additional information about the current situation. Sometimes we perform a spot check on products that appear to be in almost new condition. This is a standard procedure and nothing to worry about. For this check we only need proof of purchase. Therefore, we would like to kindly ask you to send the proof of purchase to us. The faster we receive the proof of payment, the faster we can put the payout in order. 😊
Thank you for your cooperation and we look forward to hearing from you!
Kind regards,
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 Proof of Purchase from customer, email Arvin the document for approval.
If approved, add comment: Approved
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 | Proof of Purchase approved
From this point, Ops will proceed to test the device. CS won't need to do further actions.
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