Warranty Order Issues Processes – Post Order
Not received, received but incomplete, received but damaged, or received but incorrect warranty order process
Warranty Orders For Products That Cost Less than $20
Agent Process
Submit an Order Form escalation. Once completed, the customer will be provided with another warranty code to replace their order.
Tier Two/Lead Process
Provide the Agent a warranty code for the customer to use. Do NOT delete or remove the escalation – Orbit wants to track this.
Warranty Orders For Products That Cost More than $20
Agent Process
Moving forward, if your customer says they have not received, received but incomplete, received but damaged, or received but incorrect a warranty order, you will let the customer know that you are escalating this to our warranty team who will be opening an investigation with FedEx and that once we have completed the investigation, we’ll process a replacement order.
Confirm what is missing or incomplete. If damaged, ask for photos of the damaged item and shipping material (box).
Submit an Orbit Form Escalation.
Tier Two/Lead Process
Email Brian Dick, and the Orbit Leads Group. Provide photos if relevant. Provide an invoice from Shopify. Explain the issue and ask for an investigation/claim to be opened with the shipper.
Once Brian responds with the results of the investigation, provide the Agent a warranty code for the customer to use. Do NOT delete or remove the escalation – Orbit wants to track this.
If no response is received from Brian within 7 days, move forward with creating the warranty code.
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