Claims Workflow

TSDC - Claims Workflow in HubSpot

New claims tickets will be created automatically when a claim is submitted through one of our websites. They can also be created manually as needed. If the order is older or reported by a different email than used for the order, a ticket may not be generated.

Claim Submitted:

This is the default stage for new tickets created through the claim’s submission form. 

1. Requested IHD, shipping address, and notes are automatically filled in. Download the pictures and add them to the Attachments section of the ticket.
2. Rename the ticket using the appropriate title. Use -C0? for new claims, -R0? for returns, exchanging the question mark for the correct number. If it is the first claim title it -C01, second claim for the same order -C02, and so on.
3. Complete any relevant Playbooks and send the opening email to the client. Request any missing information or include clarifying questions as needed.
4. Review the claim to determine next steps and move the pipeline accordingly.

Pictures Requested:

1. Move to this pipeline if the client did not attach photos or you need more information, contact the client for the necessary information.

Pictures Submitted/ Not Requested:

1. If the client submitted the photos or it is an issue that does not need photos, move to this pipeline while the claim is being reviewed. 

3rd Party Vendor Notified:

1. Move the claim to this pipeline if the claim is regarding an issue from one of our suppliers (NAD, B2, WS), reach out to the appropriate contact for resolution. 

Production Notified:

1. Move to this pipeline if the claim is regarding an issue from ES, XP, MAI, DZ, or Propack, and reach out to production for a resolution.

Vended:

Move to this stage when:

1. The claim has been approved and our production team has placed the order for replacements with either ES, XP,  DZ, MAI, or ProPack.

2. The Claim has been approved by a third-party vendor and they have provided a new SO/ order number for the replacement.

Shipped:

1. Move to this stage once the replacements have shipped, and tracking has been provided by either production or the appropriate vendor.

-        Input the tracking information before changing the pipeline as it will automatically email the client once the pipeline is moved.

-        For ES/XP, check the tracking status before changing the pipeline to ensure the items are in the US as you would with a regular order.

Follow Up Sent:

1. The replacements are showing as delivered. Move to this stage and check in with the client to make sure they were received, and the issue has been resolved. 

Claim Lapsed:

Move to this stage if:

1. More information was requested from the client, but the client has stopped responding. 

2. Move to this stage after a few separate attempts to reach the client. 

Claim Resolved:

1. Move to this stage if the client responded to our follow up stating that the issue has been resolved or it has been a week since sending our last follow up email.

Claim Denied:

1. Move to this pipeline if the claim is not valid and has been denied. Examples would be:

1. If the client claims the print does not match the proof, but we have deemed it to be a good match.

2. If the client submits a damage claim but it is deemed to be wear and tear or user error. In this case, send links for them to order replacements.

Resolved - Information Only:

1. If the issue is not a claim, change to this pipeline. Examples: If a client was reaching out for tracking for something that’s still enroute or they are asking for additional information like the fabric care sheet.

Waiting For Stock (Claim Approved): 

1. If the claim has been approved for replacement but the item is out of stock, move to this pipeline. Be sure to create task reminders to check on these claims based on when the item is expected to be available. 

Return Requested:

1. Move to this pipeline if the client has requested a return and the claim is being reviewed for approval.

RMA Approved, In Progress:

1. Move to this pipeline if the return has been approved, the RMA has been sent to the client and we are awaiting the package to be returned. Be sure to request tracking information form the client and set a task to check on the progress. 
2. If it’s shipping back to ProPack, DZ, MAI: Add claim information to the return’s spreadsheet. This will ensure the return is monitored and processed in a timely manner.
3. If it’s shipping back to a 3rd Party Vendor: Create a task to check in with the client with the tracking number to ensure it’s returned and alert the 3rd Party Vendor when it’s delivered.

Return Delivered:

1.     Move to this stage once the tracking provided by the client is showing as delivered back to the warehouse or the appropriate vendor.

2.     If it’s shipping back to ProPack, DZ, MAI: Update excel returns sheet to “Return Received”.

3.     Slack Sherry to request that she reach out to the warehouse. Once we have confirmed the return has been received and processed, she will update the spreadsheet to “Return to Stock”. Create a refund task for Bobby on the original deal to refund the client.

Return Resolved:

1.     Move to this stage once the return has been stocked and any applicable refunds have been processed.