SOP - Claims

CLAIMS SOP - TABLE OF CONTENTS

CL-001 Late Shipment (On Time for Event)

CL-002 Late Shipment (Event Missed)

CL-003 Graphic Arrived Unclean (Treatable)

CL-004 Broken QuickZip LED Connectors/Clamps

CL-005 Broken Frame/Part (ES/XP)

CL-006 Broken Frame/Part (3rd Party Supplier)

CL-007 Broken Green/ Orange Connectors (Perfect-Pop)

CL-008 Wrong Frame/Hardware (ES)

CL-009 Missing Frame/Hardware (ES)

CL-010 Missing Graphics (ES)

CL-011 Missing Package (3rd Party Supplier)

CL-012 Error on Graphic Print – Our Fault (ES)

CL-013 Error on Graphic Print – Client’s Fault (ES)

CL-014 Error on Graphic Print – Our Fault (3rd Party)

CL-015 Color Issue on Graphic Print

CL-016 Returns (ES)

CL-017 Returns (3rd Party Supplier)

CL-018 Negative Online Reviews

CL-019 Shipped to the Wrong Address - Our Fault (Internal Error)

Appendix

CL-A-01 Creating a Claim in HubSpot and General Procedures for Escalations.

Appendix

CL-A-01 Creating a Claim in HubSpot and General Procedures for Escalations.

CL-001 Late Shipment (On Time for Event)

Situation: When client’s shipment is late but is NOT delivered too late for their event.

Policy: Our goal is to proactively provide our client with a partial refund for their late shipment regardless of if they ask for it.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included.

● Review emails and notes in HubSpot order to ensure the surrounding issues are understood.

● This claim should be opened even if the incident is only noticed internally

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above) and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – whether it’s for our doing, couriers, or any other third party. We are taking responsibility for all steps in our service.
Take responsibility for a committed delivery date that was missed.
Express action we are taking: Either 5% off the order (if order was a free shipping order with DO) or refund of shipping cost.
- If the entire shipment is late: Either 5% off the order (if order had free shipping) or refund of shipping cost.
- If part of the shipment is late: 5% off of the missing product cost. (Example: If the client had a Perfect-Pop and Economy Banner but only the Economy Banner was late, they would get 5% off of the Economy Banner).

FURTHER ACTIONS & TASKS

● Sales & Support team member will create a task for the staff member responsible for refunds, with appropriate amount calculated for refund in task notes.

● As of date above, this task will be made for the Claims Manager.

● Set HubSpot Claim to deal stage “Claim Resolved” unless there is escalation from the client.

● If client escalates then review with Claims Manager for next course of action.

CL-002 Late Shipment (Event Missed)

Situation: When client’s shipment is late but IS delivered too late for their event.

Policy: Our goal is to proactively provide our client with a partial refund for their late shipment and future incentive to maintain their business.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included.

● Review emails and notes in HubSpot order to ensure the surrounding issues are understood.

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above) and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – whether it’s for our doing, couriers, or any other third party. We are taking responsibility for all steps in our service.
Take responsibility for a committed delivery date that was missed
If late shipment is our fault (production delay, missed approval etc.). Express action we are taking: We will refund up to 20% of their order (if this is over $200, this must be discussed and approved by Bobby) AND offer 20% off a future reprint order.
If late shipment is the fault of the shipper. Express action we are taking: We will refund all shipping costs AND offer 20% off a future reprint order.
Provide the coupon code for the future reprint.

FURTHER ACTIONS & TASKS

● Sales & Support team member will create a task for the staff member responsible for refunds, with appropriate amount calculated for refund in task notes.

● As of date above, this task will be made for the Claims Manager.

● Set HubSpot Claim to deal stage “Claim Resolved” unless there is escalation from the client.

● If client escalates then review with Claims Manager for next course of action.

CL-003 Graphic Arrived Unclean (Treatable)

Situation: When client’s graphics print has arrived dirty in some manner, but is able to be cleaned, i.e. dust, footprints, non-staining marks, etc.

Policy: Provide a 10% coupon code for a future reprint as an apology for the inconvenience. Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included including photos

● Request QC photos where applicable

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above) and create email within the claim. Include fabric care sheets and confirm if cleaning the fabric resolved the issue.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – Express that it’s not how we want their experience to be but remain positive that it’s a simple fix.
Send them the Fabric Care Instructions as an attachment to an email.
Express action we are taking:
- We will offer 10% off a future reprint order.
- Provide the coupon code for the future reprint.

CREATE APPROPRIATE TASKS

● No future tasks should be required at this point.

● Set HubSpot Claim to deal stage “Claim Resolved” unless there is escalation from the client.

● If client escalates then review with a manager for next course of action.

CL-004 Broken QuickZip LED Connectors/Clamps

Situation: When client’s QuickZip LED connectors are either broken or the screw is stripped.

Policy: Provide replacement parts prior to their next show.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included including photos

Note: Pictures are needed to provide to ES even though the damage is almost never visible in these cases.

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above) and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – Express that it’s not how we want their experience to be but remain positive that it’s a simple fix.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Let them know that we recommend the connector is attached to the frame first, then connect the LED light to the connector.
Express action we are taking: We will send them replacements prior to their next show, or directly to their show if necessary.

FURTHER ACTIONS & TASKS

● Update ticket description with the items that need to be vended and new IHD. Post in slack channel for Production.

● Set HubSpot Claim to deal stage “Production Notified” unless there is escalation from the client.

● If client escalates then review with a manager for next course of action.

CL-005 Broken Frame/Part (ES)

Situation: When client’s QuickZip or Perfect-Pop arrives with a broken part, or the part has broken too easily. For Perfect-Pop Green/ Orange Connectors see CL-007.

Policy: Provide replacement parts prior to their next show.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included including photos

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above) and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – Express that it’s not how we want their experience to be but remain positive that it’s a simple fix.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Express action we are taking: We will send them replacements prior to their next show, or directly to their show if necessary.

FURTHER ACTIONS & TASKS

● Update ticket description with the items that need to be vended and new IHD. Post in slack channel for Production.

● Set HubSpot Claim to deal stage “Production Notified” unless there is escalation from the client.

● If client escalates then review with a manager for next course of action.

CL-006 Broken Frame/Part (3rd Party Supplier)

Situation: When client’s 3rd party product arrives with a broken part, or the part has broken too easily.Examples: Banner Support Poles, Lights, frame, case, or any other hardware piece.

Policy: Provide replacement parts prior to their next show.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included including photos

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above) and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – Express that it’s not how we want their experience to be but remain positive that it’s a simple fix.
Let them know that this is a 3rd Party product but that the suppliers are very good about these types of issues.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Express action we are taking: We will send them replacements prior to their next show, or directly to their show if necessary.

CONTACT SUPPLIER

● Notify supplier via email – For WS/NAD/Orbus refer to TSDC Production Guidelines for contact details.

Email should include Supplier PO, Our Claim Number, replacement IHD and confirmed shipping address. Title example to WS would be: ‘Claim for SO-888559 – PO 10015918’

● For B2, reach out to have them activate the claim link through the orders email and file the claim on the website.

Be sure that the B2 email has not been autofilled to the no-reply email and change it to info@b2sign.com if necessary.

● Set HubSpot Claim to deal stage “3rd Party Supplier Notified” unless there is escalation from the client.

● If client escalates then review with a manager for next course of action.

CL-007 Broken Green Connectors (Perfect-Pop). Orange if XP frame.

Situation: When client’s Perfect-Pop arrives with broken part green connectors, or they’ve broken them themselves for the first time.

Policy: Provide replacement parts prior to their next show.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included including photos

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above) and create email within the claim. Ask any clarifying questions or for any missing information.

Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – Express that it’s not how we want their experience to be but remain positive that it’s a simple fix.
Let them know that this can happen if the display is collapsed while only a couple are connected, and that sometimes they can “reconnect” after they’ve been undone.
Mention to the client that this a common error but easily preventable if they make sure they release every connector before collapsing the frame.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Express action we are taking: We will send them replacements prior to their next show, or directly to their show if necessary.

FURTHER ACTIONS & TASKS

● Update ticket description with the items that need to be vended with new IHD and address. Post in slack channel for Production.

● Set HubSpot Claim to deal stage “Production Notified” unless there is escalation from the client.

● If client escalates then review with a manager for next course of action.

CL-008 Wrong Frame/Hardware (ES)

Situation: When client’s QuickZip or Perfect-Pop arrives and they’ve received the incorrect frame, i.e., straight instead of curved, 8ft instead of 10ft, etc.

Policy: Provide correct frame prior to their next show.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included including photos.

● If this error has caused them to miss their show, refer to CL-002 for next steps.

● Request Pictures of the sku on the box label and upload pictures into claim description.

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above) and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – Express that it’s not how we want their experience to be but remain positive that it’s a simple fix.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Ask when (within the next 2 business days preferably, and not today) we can send the courier to pick up the wrong shipment. Ask them to keep the graphics and package everything back into the original shipping box.
Express action we are taking: We will send them the correct version prior to their next show, or directly to their show if necessary.

FURTHER ACTIONS & TASKS

● Update ticket description with the items that need to be vended, new IHD, and confirmed shipping address. Post in slack channel for Production.

● If sku on box does not match the sku that was vended, send photos of the sku to ProPack. If sku on box does match send to ES/XP as they mislabeled. If production team member vended the wrong sku then this is our fault not ES/XP or PP.

● Clarify with production on who is providing the shipping label + where we will ship it to if the client had to use it for the event. (If the frame is ‘used’, we might have to send it to DZ for the open box program).

If DZ/MAI/ProPack grabbed the wrong box, they will provide + cover the label.
If it was a TSDC vending error, we arrange for the UPS/FedEx pick up and label on us.

● Set HubSpot Claim to deal stage “Production Notified” unless there is escalation from the client.

● If client escalates then review with a manager for next course of action.

CL-009 Missing Frame/Hardware (ES)

Situation: When client’s frame/hardware is missing.

Policy: Help client locate frame or send a new frame if time/urgency requires.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included including photos

RESPOND TO CLIENT

● If the client has called in, let them know that you will check with the shipping department and get back to them immediately.

● Find out when client’s show is.

● Get proof of delivery from shipping/production, forward to client. If signed for, let them know who received the package.

Goals of communication:

Sympathize – Make sure they know that even though the cause is out of our control we will do what we can to ensure they have everything for their show.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Express action we are taking: We will place a trace on the package with the courier. If required, we will make a claim with FedEx and send them another case/frame/hardware package.

FURTHER ACTIONS & TASKS

● First check the tracking - often a package has been delivered and the client is unaware.

● Contact courier to start trace.

● Update ticket description with what to vend, new IHD, and confirmed shipping address. Post in slack channel for Production. Let client know if original package is found we will need it returned.

● A trace will take multiple days to be concluded. If a client has an event coming up in less than 2 weeks, advise them that in this case they should purchase new hardware in the meantime, to ensure they have it in time for their event.

If the client needs it in less than 5-business days, they will need to upgrade the shipping method. If the original hardware is found, the client will get a refund on the hardware after a return but they do not get a refund on the shipping.

● Create any tasks for yourself for possible additional follow up: i.e., Ask client if they’ve found the package, updates from courier, request production team file a claim

● Make notes in HubSpot regarding all info and steps taken.

● If client escalates then review with a manager for next course of action.

CL-010 Missing Graphics (ES)

Situation: When client’s graphic print is missing.

Policy: Help client locate graphics. These packages are insured so replacement is possible if needed. Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included, including photos.

RESPOND TO CLIENT

● If the client has called in, let them know that you will check with the shipping department and get back to them immediately.

● Find out when client’s show is.

● Get proof of delivery from shipping/production or the 3rd party vendor, forward it to client. If signed for, let them know who received the package.

● Double check if the order was vended to the correct address. If a different address was used, see CL-019 Wrong Address Inputted (TSDC error). If a resolution cannot be made in time for the event, see CL-002.

Goals of communication:

Sympathize – Make sure they know that even though the cause is out of our control we will do what we can to ensure they have everything for their show.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Express action we are taking: We will place a trace on the package with the courier. If required, we will make a claim with FedEx and send them another graphic package.

FURTHER ACTIONS & TASKS

● First check the tracking - often a package has been delivered and the client is unaware.

● Contact courier to start trace.

● If required - Create a Task in the claim for a member of the Production Team to vend the replacement. Include: New In-Hand Date and confirmed shipping address in task notes. Let client know if original package is found we will need it returned.

● Create any tasks for yourself for possible additional follow up: i.e., Ask client if they’ve found the package, updates from courier, request production team file a claim

● Make notes in HubSpot regarding all info and steps taken.

● If client escalates then review with a manager for next course of action.

CL-011 Missing Package (3rd Party Supplier)

Situation: When client’s order from a 3rd party supplier is missing.

Policy: Help client locate package. Get as much assistance as possible from supplier- but ultimately take responsibility for what client needs.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included, including photos.

RESPOND TO CLIENT

● If the client has called in, let them know that you will check with the shipping department and get back to them immediately.

● Find out when client’s show is.

● Get proof of delivery from shipping/production, forward to client. If signed for, let them know who received the package. If needed, contact supplier for this info.

Goals of communication:

Sympathize – Make sure they know that even though the cause is out of our control we will do what we can to ensure they have everything for their show.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Express action we are taking: We will place a trace on the package with the courier. If required, we will make a claim with supplier and send them another package.

FURTHER ACTIONS & TASKS

● First check the tracking - often a package has been delivered and the client is unaware.

● Contact supplier to have courier to start trace.

● Find out what actions the supplier will take for us.

● Create any tasks for yourself for possible additional follow up: i.e., Ask client if they’ve found the package, updates from supplier, request supplier file a claim. If needed. If supplier doesn’t resolve completely, discuss with a manager what next steps should be.

● Make notes in HubSpot regarding all info and steps taken.

● If client escalates then review with a manager for next course of action.

CL-012 Error on Graphic Print – Our Fault (ES)

Situation: When client’s graphic print contains an error that was caused by TSDC processes or personnel.

Policy: Take responsibility for error and provide a new print in a timely manner.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included, including photos.

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above) and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – Express that it’s not how we want their experience to be and let them know we’ll correct the error and send them a new graphic immediately.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Express action we are taking: We will send them the corrected print prior to their next show, or directly to their show if necessary. If error has caused severe issues such as missed event, additional discount or refund may be needed, discuss with manager on a case-by-case basis. Keep in-mind, if they have a functional display which hasn’t affected their brand image, a reprint is usually sufficient.

FURTHER ACTIONS & TASKS

● Create a Task in the claim for a member of the Production Team to vend the replacements. Include: New In-Hand Date and confirmed shipping address in task notes.

● Set HubSpot Claim to deal stage “Production Notified” unless there is escalation from the client.

● If client escalates then review with a manager for next course of action.

CL-013 Error on Graphic Print – Client’s Fault (ES)

Situation: When client’s graphic print contains an error that was caused by the client’s personnel. Policy: Assist the client with a financial break on a corrected print.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included, including photos.

RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above), and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Sympathize – Express that we understand how frustrating it is when errors happen and we have coupons in place to assist clients purchase reprints.
If necessary, provide evidence via email that: A) their original artwork contained the errors; and, B) that they approved the proofs with the errors.
Express action we are taking: We will give them a quote for a discounted reprint purchase (20% off). We will go up to 30% if they have a strong purchasing history.

FURTHER ACTIONS & TASKS

● Set HubSpot Claim to deal stage “Claim Denied” unless there is escalation from the client.

● If client escalates then review with a manager for next course of action.

CL-014 Error on Graphic Print – Our Fault (3rd Party)

Situation: When client’s graphic print contains an error that was caused by supplier or TDSC processes or personnel.

Policy: Take responsibility for error and provide a new print in a timely manner.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included, including photos. RESPOND TO CLIENT

● Start with email template in HubSpot (name should be the same as claim title above), and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

Apologize – Express that it’s not how we want their experience to be and let them know we’ll correct the error and send them a new graphic immediately.
Find out what date they need replacements in-hand by and confirm which address to send them to.
Express action we are taking: We will send them the corrected print prior to their next show, or directly to their show if necessary. Offer 20% off of a future order. If it’s late for the event, see CL-002.

FURTHER ACTIONS & TASKS

● If Supplier’s fault, provide pictures to supplier and request reprint. Provide IHD and confirmed shipping address.

● If TSDC is at fault, Update ticket description with the items that need to be vended with new IHD and address. Post in slack channel for Production.

● Set HubSpot Claim to deal stage “3rd Party Supplier Notified” or “Production Notified” unless there is escalation from the client.

● If client escalates then review with a manager for next course of action.

CL-015 Color Issue on Graphic Print

Situation: When client claims that there a color discrepancy on their graphic print.

Policy: Review the causes of the issue, and then proceed to the appropriate claim type.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included, including photos.

GO TO APPROPRIATE CLAIM DOCUMENT

● See following claim procedures depending on the discussion with manager:

● If client’s fault, see CL-012 (ES) or CL-014 (3rd Party)

● If our Fault, see CL-011 (ES) or CL-013 (3rd Party)

● If supplier’s fault, see CL-013

CL-016 Returns (ES)

Situation: When client would like to return a product (not graphic prints).

Policy: Hardware Products can be returned.

Procedure:

● Create a return ticket in HubSpot. Ensure the original deal is connected. Set pipeline to "return requested". Update task accordingly.

FURTHER ACTIONS & TASKS

● Determine if who will be covering the return cost, us or the client. We would cover the cost and provide a shipping label if there was a vending issue, if it was agreed upon during the claims process as a curtesy, if incorrect information was provided which affect the client being able to use the product.

● Check with Production/Shipping for the correct return shipping address.

● If we are covering the return, send the client email template #1 as shown below and attach the shipping label.

● If the client if covering the cost, send email template #2 as shown below and add in the claim number as the RMA.

● Client will need to provide us with tracking information so we can be certain it was returned. Once this has been provide, add it into the return claim and change the pipeline to "return in progress". Add ticket to Excel sheet and set as "Waiting for delivery".

● Let the customer know that their refund will not be processed until we receive the product back and confirm its condition. Return shipment MUST include an RMA or will be turned away.

● If the product is unopened or deemed in perfect condition the client will receive a full refund.

● If the Product is noticeably used but still in good condition there will be a 20% restocking fee.

● If the product is damaged value will be reassessed and there will likely not be a refund.

● Calculate value on hardware only if product included graphics.

● Create notes in HubSpot for tracking info, and create a task for you to check on the return.

● When tracking shows as delivered, change pipeline to “RMA Delivered”. Change Excel sheet to ‘Delivered’. Skype Sherry that ticket has been updated to delivered.

● Once refund has been processed, ticket can be closed as ‘Return Resolved’.

● If client escalates then review with a manager for next course of action.

Return Email Templates:

Return template #1

Thank you for reaching out to us. Our claims department will process a return order for the [INSERT ITEM HERE. Make sure it’s clear that it’s hardware. Example: QuickZip - Header Hardware]. All returned merchandise must be returned unused in the original packaging including manuals, accessories, cables, etc. with the authorization (RMA#) clearly printed on the outside of the package. Please note that all returns are subject to a 20% restocking fee if it is not in the original condition.

Please see the attached shipping label to use for the return. Adhere it to the outside of the package. If you can place it over the original label, that would be great. Can you scratch out that information if the original label is still displayed? It will ensure there will be no scanning delays so that your return can get to us as soon as possible.

Once the return gets to our warehouse, we will be able to process the refund. After the refund has been processed, we will send you an email update.

Please let us know if you have any questions, and we would be happy to help.

Return template #2

Thank you for reaching out to us. Our claims department will process a return order for the[INSERT ITEM HERE. Make sure it’s clear that its hardware. Example: QuickZip - Header Hardware]. All returned merchandise must be returned unused in the original packaging including manuals, accessories, cables, etc. with the authorization (RMA#) clearly printed on the outside of the package. Please note that all returns are subject to a 20% restocking fee if it is not in the original condition.

Ensure the company name is listed as ‘C/O Trade Show Display Corp’ and the contact’s name is listed as ‘RMA # 123456-R01’. Your shipping label information should be shown as below:

C/O Trade Show Display Corp

RMA # 123456-R01

[INSERT ORIGIN WAREHOUSE HERE ADDRESS]

Once the return gets to our warehouse, we will be able to process the refund. After the refund has been processed, we will send you an email update.

You can use a courier of your choosing, but please provide the tracking number for the return package so we can ensure the return process is expedited once it has been delivered. Please let us know if you have any questions, and we would be happy to help.

CL-017 Returns (3rd Party Supplier)

Situation: When client would like to return a product (not graphic prints).

Policy: Hardware products can be returned. (WS will sometimes accept a return for banner with the graphics if we push it)

Procedure:

● Create a return ticket in HubSpot. Ensure the original deal is connected. Set pipeline to "return requested". Update task accordingly.

FURTHER ACTIONS & TASKS

● Contact supplier for the correct return shipping address and get RMA #:

● Give the client their RMA number and/or shipping label depending on who is covering the cost of the return, the client or the supplier.

● If we are covering the return, send the client email template #1 as shown below and attach the shipping label.

● If the client if covering the cost, send email template #3 as shown below and add in the claim number as the RMA.

● Let the customer know that their refund will not be processed until we receive the product back and confirm its condition. Return shipment MUST include an RMA or will be turned away.

● If the product is unopened or deemed in perfect condition the client will receive a full refund.

● If the Product is noticeably used but still in good condition there will be a 25% restocking fee.

● If the product is damaged value will be reassessed and there will likely not be a refund.

● Client will need to provide us with tracking information so we can be certain it was returned.

● Create notes in HubSpot for tracking info, and create a task for you to check on the return.

● When tracking shows as delivered, change pipeline to “RMA Delivered”. Change Excel sheet to ‘Delivered’. Skype Sherry that ticket has been updated to delivered.

● Once returned and condition confirmed, Sherry will update Excel Sheet with ‘return to stock’. Create a task for the appropriate refund amount for Bobby/Janet on the order deal, not within the return ticket. Note: Our policy is not based on what reimbursement we receive from the supplier, i.e. if they charge us a 25% re-stocking fee we won’t pass that fee on to the client unless we deem it reasonable.

● Once refund has been processed, ticket can be closed as ‘Return Resolved’.

● If client escalates then review with a manager for next course of action.

Return Email Templates:

Return template #1

Once the return gets to our warehouse, we will be able to process the refund. After the refund has been processed, we will send you an email update.

Please let us know if you have any questions, and we would be happy to help.

Return template #3

Ensure the company name is listed as ‘C/O Trade Show Display Corp’ and the contact name is listed as ‘RMA # 123456-R01’. Your shipping label information should be shown as below:

C/O Trade Show Display Corp

RMA # 123456-R01

ENTER RETURN ADDRESS GIVEN

Once the return gets to our warehouse, we will be able to process the refund. After the refund has been processed, we will send you an email update.

CL-018 Negative Online Review

Situation: When an online review comes in that is negative or mentions a problem with their display. Policy: Respond and then move client through the appropriate claim procedure.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included, including photos.

FURTHER ACTIONS & TASKS

● Reply to a negative review as soon as you see it.

● Express empathy for the customer’s unhappiness.

● Ask the customer to contact you privately to discuss their concerns. It’s best to talk by phone as emails are subject to misinterpretation.

● Begin the claim procedure that is most appropriate in this manual.

● Once you resolve the matter, ask the customer if they’d be willing to add an update to their original review.

CL-019 Shipped to the wrong address - Our Fault (Internal Error)

Situation: If we vended their order to the wrong address.

Policy: Ensure that the client is delivered the correct package if we can locate it or process a new order if it is lost.

Procedure:

● Follow Ticket Set Up procedure and ensure all necessary information is included

● Review emails and notes in HubSpot order to ensure the surrounding issues are understood.

RESPOND TO CLIENT

● Start with an email template in HubSpot (name should be the same as claim title above), and create email within the claim. Ask any clarifying questions or for any missing information.

● Note: Precede email with phone call if client has called in claim.

Goals of communication:

● Sympathize – Make sure they know that even though the cause is out of our control we will do what we can to ensure they have everything for their show.

● Find out what date they need replacements in-hand by and confirm which address to send them to.

● Double-check if every package was vended incorrectly or if it’s just a partial shipment. There’s no need to mention that we inputted the wrong address as we can just say it was misdelivered due to a shipping error.

● Reach out to the other client to see if they have received the package and tell them that a package was accidentally shipped to them so we can arrange a pick up.

If unable to find the other order number, chat production for assistance but it can be usually found by inputting the address on shopify/bigcommerce to see what other order has the same address.
Best way to format email is: ‘TSB\DO – Package swap’. Give the client the tracking number for the package that was shipped to them so they can locate it and you can say a brief description.

FURTHER ACTIONS & TASKS

● Create a task and post the new tracking number in the notes. Keep an eye on it for the pick up and delivery. Once it’s scanned in, give the tracking number to the client and tell them that we have located the package and we are in the process of rerouting it to them.

● If Client B cannot locate the package for Client A, tell production new products will need to be vended. Double check the invoice for the delivery.

● If redelivered too late for their event, see CL-002 for further compensation.

CL-A-01 – CREATING A CLAIM IN HUBSPOT

General Procedures for a Claim from beginning to end

1. All clients should be directed to the claims form. When they fill it out a ticket will be created in HS in this format 12345-C0?

2. Update ticket in HubSpot:

2.1. Check off the ticket task assigned to zSales & Support

2.2. Head to the main deal order number. On the right-hand side click Add under the Tickets section. Select Add Existing and search the order number and select.

2.3. Once the new claim ticket is associated click on to it and update the name to remove the “?” and instead add 01 if it is the first claim. 02 if it is the second claim, etc.

2.4. All of the information we need should have parsed over from the claims form already. You will need to manually attach the submitted images though. They can be found on the Jotform email sent to info@backdrop.com or in the backend of Jotform.com. On the ticket there is an Attachments section on the right-hand side, upload all claim photos there.

3. Open up the Email tab, head to the Claims section in Templates and send the Claim Received - First Email To Client template to the client. Be sure to check that you are sending the right template, DO for DO orders, TSB for TSB orders etc. Be sure that you are sending the email from support@backdrop.com and the email signature is the support one.

4. Move the ticket stage to Photos Submitted. Take the next steps as necessary.

5. Additional Stages in HubSpot for Claims:

5.1. 3 rd Party Vender Notified – For when you’ve logged a claim on behalf of our customer regarding a 3rd party product.

5.2. Production Notified – For when a claim is against one of our products, and the claim is approved; This should mean specifically that you’ve created a task for a member of our production team to vend the product or part to the client and let them know when the customer needs it by.

5.3. Vended – Stage used by production to signify that the needed item has been vended, or by you if you’ve received confirmation from a 3rd party vendor that they have approved our claim.

5.4. Shipped – Item has shipped. Production will set this for our products, and often for 3rd party claims as well. For 3rd party claims you should be setting a task for yourself to check for shipping info the day after the 3rd party claim is approved. Setting the claim to this stage will create a task for whomever created the claim 7 days in the future to email the client and ensure they’ve received the item and check that everything works with their display now.

5.5. Follow Up Sent – for when you have completed the task that was set 7 days out and you have emailed the customer. Setting the claim to this stage will create a task for you 3 days in the future to see if the claim has been resolved.

5.6. Claim Lapsed – For when we’ve received no word back from the client 3 days after the follow up email was sent. Setting to this stage will assign you a task for a final follow up email with the customer. 5.7. Claim Resolved – When the customer has let us know everything is working with their display now/they’re happy with the result.

5.8. Claim Denied – When the claim was not approved.

5.9. Return Requested - specifically for returns. Set this stage when a client has requested a return and support staff have requested RMA approval from management or the supplier.

5.10. RMA Approved, In Progress - Management or the supplier have approved the RMA and return instructions have been sent to the client.

5.11. Return Received - the package has been delivered back at our warehouse or the supplier’s warehouse but is still awaiting inspection.

5.12. Return Resolved - The returned package has been inspected and the goods are in unused condition, return approved and refund has been tasked to the Refund Manager or refund has already been processed.

6. The subject of all emails regarding the claim should be the standard format, which will automatically populate from the first email template sent. “Display Overstock - #12345-C01 - Issue with Order”

7. If the claim is approved by the supplier, inform the client the claim has been approved.

8. If new parts are required, send the client tracking number immediately after the new parts have been shipped. Update the ticket stage in HS as updates become available.

9.Once the replacement has been delivered send a follow up email to check in with the client. Update the ticket stage to Resolved if they are happy with everything.

General procedure for escalations. If standard operating procedure is rejected, escalate to Claims Manager. If Claims Manager’s offered resolution is rejected, escalate to Jackie.

Never leave claims unresolved or open for longer than 1 week. Manage all open claims using the saved filtered views in the Tickets section of HubSpot.

SOP - Claims

CL-001 Late Shipment (On Time for Event)

CL-002 Late Shipment (Event Missed)

CL-003 Graphic Arrived Unclean (Treatable)

CL-004 Broken QuickZip LED Connectors/Clamps

CL-005 Broken Frame/Part (ES)

CL-006 Broken Frame/Part (3rd Party Supplier)

CL-007 Broken Green Connectors (Perfect-Pop). Orange if XP frame.

CL-008 Wrong Frame/Hardware (ES)

CL-009 Missing Frame/Hardware (ES)

CL-010 Missing Graphics (ES)

CL-011 Missing Package (3rd Party Supplier)

CL-012 Error on Graphic Print – Our Fault (ES)

CL-013 Error on Graphic Print – Client’s Fault (ES)

CL-014 Error on Graphic Print – Our Fault (3rd Party)

CL-015 Color Issue on Graphic Print

CL-016 Returns (ES)

Return Email Templates:

Return template #1

Return template #2

CL-017 Returns (3rd Party Supplier)

Return Email Templates:

Return template #1

Return template #3

CL-018 Negative Online Review

CL-019 Shipped to the wrong address - Our Fault (Internal Error)

CL-A-01 – CREATING A CLAIM IN HUBSPOT

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