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Device doesn't match announced condition

Chia avatar
Written by Chia
Updated over 2 weeks ago

What is the process for

A customer submits a trade-in with specific conditions, i.e., product name, condition, battery capacity, or defects. Once we receive the device, we will test it to determine the final payout price for the customer. If the device doesn't match the stated conditions, we will send a new offer to the customer.

For most trade-ins, we send the new offer to the customer automatically. This manual process, as documented here, will soon be phased out.

Process

1. Identify the problem trade-ins

  • In Trello, Check cards in "A.2 Problem orders-State. Please contact the customers"

  • Check the comment of the card for exact problem and new offer

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.

    Check all Macro here

    • 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

  • If the customer accepts the new offer:

    1. Comment on the Trello card "agree [price]"

    2. Update the final price on the card Description

    3. If it is a C2C trade-in, move the card to "(C2C) Waiting to be published or bought" column


      If it is a C2B trade-in, move the card to "C2B (waiting for payment)" column

  • If the customer want to return the device:

    1. Comment on the Trello card "return"

    2. move the card to "C. Problem orders that need to be sent back" column

    3. Write in #cs-handling i.e. V250218603746 | S28221 | return

  • If the customer want to recycle the device:

    1. Comment on the Trello card "recycle"

    2. move the card to "Recycle bins" column

    3. Write in #cs-handling i.e. V250218603746 | S28221 | recycle

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

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