New Claims Setup
Steps to setting up a new claim:
- Mark New Claims Ticket Submitted task as completed. This will ensure no one else is working on the same claim.
- Associate the Ticket with the existing Deal so they are connected.
- Fill in initial properties such as Ticket Owner, Supplier Involved, Claim Category, Original Product SKU. Reach out to client for any missing information such as In-Hand Date.
- Fill in the notes with the Update Claim playbook. If the "Offered Solution" is not immediately clear, leave this section blank.
- Update the claim to the appropriate pipeline:
Picture Submitted if the claim is being reviewed to determine next steps
Pictures Requested if we need better pictures/video from the client or any other additional information.
- Send the First Email template. Adjust and customize to the situation or ask for more info if it’s required. Example: Glance at the received photos of the issue. Do they properly show the issue or do we need additional photos?
- Edit the Ticket Description with the SKU/Item Name of what would need to be replaced.
8a. Submit Ticket to Slack Chat for Review and move the pipeline to "Production Notified:.
8b. For 3rd Party venders move the pipeline to "3rd party vender notified" and reach out to the correct venders accordingly.
Thing to keep in mind:
Deal = Refers to the order itself. Ticket = The claim ticket.
The Original Product SKU and the Supplier SKU will be different.
The Original Product SKU on the ticket is for the item that was originally vended on the original deal. If it is referring to the hardware, use the full kit SKU.
The Supplier SKU on the ticket is for the new piece which will be replaced for the client.
The Original Product SKU should match what was in the Supplier SKU section on the Deal.
Example:
If the client had a graphic claim for the TV Stand print, input the graphic SKU in the Original Product SKU section which would be: ES-TF-TVS2-G.
If the client had a broken shelf from the TV Stand, input the SKU in the Original Product SKU section for the complete vended kit which is: ES-TF-10CV-TV3.
In Ticket Description, we would write: Needs x 1 TV Shelf above the client’s original ‘claim description’ text and separate it with a line.
Fields to be completed:
Source - Will be autofilled when the client fills in the claim unless it’s set up manually.
Ticket Owner - Assign yourself as the contact owner.
Serious Claim? - Change to YES when client first reports issue if they are already escalated or fill in before marking claim resolved if the client should not receive a review request. Leave as NO if we want the client to get the review email.
Standard Resolution? - Mark as NO if the ticket was escalated to Bobby.
Supplier Involved - Select the appropriate supplier for the claim. If it was an error caused by internal processes, input TSDC as the supplier and also fill out "Employee Involved" field.
Claim Category - Check full list for appropriate category. If nothing fits, use OTHER.
Ticket Description - Edit the description to include the item which needs to be vended and separate it by a few dashes.
Original Product SKU - Fill in the original product vended from the Supplier SKU on the deal.
In Hand Date - This will be autofilled when the client fills in the claim if it’s provided. If an IHD is not provided, ask the client and fill this in.
Supplier SKU - This will be filled in by the Production team when they vend it or Support team if it’s a 3rd Party Vendor.
Email Address (Ticket) - This will be autofilled when the client fills in the claim unless it’s set up manually.
Supplier PO# - Production will fill this in if it’s vended at XP/ES. If it’s vended with a 3rd party supplier without sending it to the production team, input the new supplier PO the supplier has provided on the new invoice sent to support.
Vended Date - To be filled in when once replacements have been vended.
Shipping Date & Method - To be filled in when once replacements have been vended.
Tracking Number (FX)/ Tracking Number (UPS) - To be filled in once tracking number is available and before changing to "shipped" status. An automated email will be sent to the client, so the tracking information needs to be added prior to the status being changed.
Claim Shipping Address - This will be autofilled when the client fills in the claim unless it’s set up manually. Ensure this is filled in before reporting it to the production team or vender.
Department Involved - Only required to be filled in if the Supplier Involved is TSDC.
Employee Involved - Only required to be filled in if the Supplier Involved is TSDC.
TSDC Company (Ticket) - Change to corresponding website