Elektra – Jacana Warranty https://www.jacanawarranty.com Extended Warranty Electronics, Device Protection Plan Fri, 16 Sep 2022 07:49:47 +0000 en-US hourly 1 https://wordpress.org/?v=6.1.7 Cancel – Elektra https://www.jacanawarranty.com/user-dashboard-mobile-elektra/cancel-elektra/ Thu, 21 Jul 2022 07:35:00 +0000 https://www.jacanawarranty.com/?page_id=34319

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]]> Cancellations – Elektra https://www.jacanawarranty.com/claims-dashboard-elektra/unregistered-products-elektra/cancellations-elektra/ Thu, 21 Jul 2022 07:27:30 +0000 https://www.jacanawarranty.com/?page_id=34317

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]]> Payment History https://www.jacanawarranty.com/user-payment-history-mobile-elektra/ Tue, 05 Jul 2022 04:43:13 +0000 https://www.jacanawarranty.com/?page_id=31847
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]]> Payouts Training – Elektra https://www.jacanawarranty.com/claims-dashboard-elektra/payouts-training-elektra/ Tue, 18 Jan 2022 03:47:34 +0000 https://www.jacanawarranty.com/?page_id=28118

Payouts Training

Search Tool

There are many ways to identify a payout in question and that is to search for the payout by using the search tool. You can narrow the search by the customer name, however if the customer has more than one claim, or there are customers with the same name, this won’t be specific enough. You also can search by the order number, however a single order number can have multiple claims. Therefore, the Claim ID will serve as the most unique search value for each claim to narrow the payout in question.

The claim id can be found on the header of each claim on both the claims dashboard as well as the depot and carry-in claims dashboards.

Next, on each payout row you will see the Card Type.

Currently there are three primary replacement Card or Payout types and they are as follows:
Plastic Visa Gift Card
Virtual Visa Gift Card
Wallet/Card Fund

Let’s explore these three types a little further.

Plastic Visa Gift Card

If the payout was a Plastic Visa Gift card, under the Card Type column, you will see, “Plastic.”

Plastic Visa Cards are mailed to the customer by Omnicard www.omnicard.com and will need to be activated. The balance to the card can be found by calling the number on the back of the card.

If the customer has activated the card, you will see the status, “Activated” on the far right row of the Payouts Table.

There are several statuses and notifications that the customer will get from us for Plastic Visa Gift Cards. The customer will receive notifications when the order is received, the card is shipped, and the card is activated.

All financial questions and concerns are handled by Omnicard and the customer is to be referred to them.

If the claim was handled initially as a replacement then the customer supplied the name on the card, and the address that the card is sent to was supplied by the customer on the file a claim form.

If the claim was initially handled as a repair, and the claims rep had to deem the repair not cost effective, then the user’s information was verified by the claims rep by sending a “Verify Visa Info” email, before the Visa Card was sent, and can be found on the Claims Inbox page, under “Visa Card Information.”

Virtual Visa Gift Card

If the payout was a Virtual Visa Gift card, under the Card Type column, you will see, “Virtual.”

Virtual Visa Cards are quickly accessed by the customer by clicking “View Card” on their user dashboard, and a link is also on our admin dashboard in the column, “View Card.”

Activation is not required for Virtual Visa Gift Cards, however they will be required to redeem the card, by clicking the “View Card,” link on their user dashboard, and verifying their email address and name and address.

There is only one status for Virtual gift cards and that’s “Redeemed,” which will be visible on the payout row under the column entitled, “Card Status.”

All financial questions and concerns are handled by Omnicard and the customer is to be referred to them for balances.

If the claim was handled initially as a replacement then the customer supplied the name on the card, and the address that the card is sent to was supplied by the customer on the file a claim form.

If the claim was initially handled as a repair, and the claims rep had to deem the repair not cost effective, then the user’s information was verified by the claims rep by sending a “Verify Visa Info” email, before the Visa Card was sent, and can be found on the Claims Inbox page, under “Visa Card Information.”

Wallet Fund

For some vendors and partners we fund the customer’s wallet on the vendor’s app, and many times those vendors issue their customer’s cards for that wallet to spend, or they can spend from their wallet on the vendor’s website. If a payout is funded by sending the replacement amount to the customer’s Wallet, then the data shown under the column entitled, “Card Type,” will say, “Wallet” the card status will say, “Funded” and no activation is required. The same will be shown on the user’s User Dashboard.
]]> Claims Notes – Elektra https://www.jacanawarranty.com/claims-dashboard-elektra/claims-notes-elektra/ Mon, 17 Jan 2022 01:42:34 +0000 https://www.jacanawarranty.com/?page_id=27957

Claims Notes

]]> Depot Request Training – Elektra https://www.jacanawarranty.com/claims-dashboard-elektra/depot-request-training-elektra/ Wed, 05 Jan 2022 04:23:26 +0000 https://www.jacanawarranty.com/?page_id=27272

Depot Request Training

The first step in handling a Depot Service Request is to search for a Vendor that is closest to the customer’s address, in order to keep down on the shipping time. So you’ll want to click the “Search for Vendor” button in the Vendor Details Section.

This will open up a new screen, and will do an automatic search of the customer’s product according to the customer’s state and zip code on Google. From there you can search for the nearest repair center to mail the customer’s product to.

If you don’t need to search, and we already have a specific depot that we use for all product types for this Vendor, then skip this and simply hit the “Add Vendor” text with the plus “+” icon to the left of it on the top left of the claim.

This will open a new page entitled, “Add Vendor.” Simply Enter the new Vendor Details that you have chosen, or click “Existing” on the New or Existing Dropdown, and choose a Vendor that you have already imputed into the system. Click Submit. The page will refresh and automatically take you back to the Depot Request Dashboard.

Please note that the vendor you have selected will show up next to the label, “Vendor” on the top left of the Depot claim.

Submit Work Order to Depot Company

After the Vendor has been chosen and approved for repair, if you haven’t handled the work order over the phone, you can send the vendor an automatic work order email, with all the customer details, and all the details of the repair automatically. To do this, simply click on the selection entitled, “Submit Work Order” on the status dropdown on the top far right of the claim.

The Vendor will receive the pictures from the claim, the customer diagnosis, any additional pictures, and any other pertinent information that will assist them with their repair.

Notify Customer that Depot has been contacted

After you have confirmed the Depot Service, either over the phone, and have called them, or sent them an email work order, it’s not ok to notify the customer that you have chosen the Depot service, and that you have submitted the work order to the Depot Service. To do this, simply click on the selection entitled, “Depot Contacted” on the status dropdown on the top far right of the claim.

The customer will receive an automatic email notification with the Depot Details.

Generate Label

Now that you have successfully chosen the Vendor, next you will want to print a label, to be mailed to the customer. Please note that the label generator will not work if both the Vendor Address or the Customer Address is incorrect. If this is the case, please double check all addresses.

Ok, simply click the Generate Label button on the top right of the claim, and a new page will open entitled, “Generate Label” with a form on it.

Simply enter the dimensions of the phone. You can do a google search of this based on the customer’s make and model entry data for that phone. Next choose the service Type, the Service Level, and double check that both the customer information and the vendor information is correct. Click submit, and then the page will refresh and you will be redirected back to the Depot Dashboard. Once this is done, you will notice in the section labeled, “Label:” you will see a clickable icon for the label and also a quick tracking clickable icon for your reference or just in case the customer asks.

Now that the label has been generated, the next step is to send the label to the customer so that they can use it to mail their phone to the depot service. To do this, simply click on the selection entitled, “Send Label” on the status dropdown on the top far right of the claim.

This will send an automatic email with the label in the email, as well as all tracking links, numbers, and information so that the customer can track their product every step of the way.

Item Received

Once you have been notified that the Depot Service has received the product, you can send an automatic email notification to the customer notifying them that the Depot Service has received their product. To do this, simply click on the selection entitled, “Item Received” on the status dropdown on the top far right of the claim.

Please note that the Depot Service also may send their own email notification, and this might not be necessary.

Data Entry

Once you get the diagnosis, you want to enter the section labeled, “Diagnosis:,” This will be noted for the record, and also will be included in future automatic email notifications. 

To do this, and enter Edit Mode, simply hit the “Toggle Inline Edit” on the top right of the screen. This will activate editing of the claim. Next Click the red text “Empty,” type in the Diagnosis, and then click “Update.”

To exit edit mode and  disable inline editing simply click the same text, but now says, “Disable Inline Edit.” Please repeat these same steps for all editing. 

Diagnosing

Once you have been notified that the Depot Service has begun diagnosing the product, you can send an automatic email notification to the customer notifying them that the Depot Service has begun diagnosis. To do this, simply click on the selection entitled, “Diagnosing” on the status dropdown on the top far right of the claim.

Please note that the Depot Service also may send their own email notification, and this might not be necessary.

Invoice & Quote

At this point you should have received an invoice number from the Depot Service, and Quote Amount for the repair, unless there are parts that need to be ordered, then the quote amount might not be available yet.

Please enter this information by entering Edit Mode, for both sections labeled, “Invoice” and “Quote.

Not Cost Effective

If the repair quote is more than the Requested Payout amount, then the repair is not cost effective.

But, let’s discuss this more in detail, so you understand our procedure.

Please note and reference the section labeled, “Funding” in the Warranty Details block on the bottom right of the claim and there you’ll see the Requested Payout and Remaining Balance.

The Remaining Balance is the total claim funding amount left on the customer’s account. For example if the Total Claims Annual Max Payout is $300 per year, and the customer filed 3 claims for a total of $100 Payouts this year, then his or her Funding Remaining Balance will be $0, which means they can no longer have claims funded, until their Funding Total Annual Max Payout Balance recycles the following year, and this amount is $300 again.

The Requested Payout is the Value of the Product minus the deductible. This is the amount that we are willing to fund for this repair, unless the Requested Payout is more than the Remaining Balance, in which case, we would fund up to the Remaining Balance.

Let’s examine a few funding scenarios, to help you understand how we fund our customers.

SCENARIO 1 – (IS COST EFFECTIVE)
Requested Payout = $174.00
Remaining Balance = $200.05
Repair = $124.00

In this case, the Requested Payout is less than Repair, which means, the repair IS COST EFFECTIVE, and you can fund up to the full value of the Requested Payout ($174.00) to the Depot Service Company.

SCENARIO 2 – (IS NOT COST EFFECTIVE)
Requested Payout = $174.00
Remaining Balance = $125.00
Repair = $150.00

In this case, the Repair is less expensive than the Requested Payout, and normally you would continue with the repair, and deem it “Cost Effective”, however the remaining Funding Remaining Balance left for funding is only $125.00. Therefore the cost of the repair is more than the Remaining Balance left for funding. In this case you are only allowed to Fund up to the Remaining Balance left for Funding, so in this case you would need to deem the repair “Not Cost Effective” and “Fund Wallet.” The fund amount in this case would only be the Remaining Balance of $125.00.

SCENARIO 3 – (IS NOT COST EFFECTIVE)
Requested Payout = $144.00
Remaining Balance = $175.00
Repair = $150.00

In this case, the Repair is more than the payout, and the customer does have enough in their Remaining Balance to fund the repair, however because the repair costs more than the payout amount, you would deem the repair “Not Cost Effective” and “Fund Wallet.” The fund amount in this case would be the Requested Payout of $144.00.

If the repair is Not Cost Effective, then you will now need to notify the customer that the cost of the repair is more than then their funding allows, and therefore to repair the product is Not Cost Effective. If this is the case you will need to send a “Not Cost Effective” email to the customer. To do this, simply click on the selection entitled, “Not Cost Effective” on the status dropdown on the top far right of the claim.

Let’s move on to funding.

Fund Wallet

If the repair has been deemed Not Cost Effective, then next you will want to either “Fund the Wallet” or “Send Gift Card” to the customer. 

 

If the Funding type is “Send Visa Gift Card,” first you will need to Verify the Customers First and Last Name and the address that they want to use for the Visa Gift Card. To do this, simply click on the selection entitled, “Verify Visa Name/Address” on the status dropdown on the top far right of the claim. This will send the custom an email prompting them to submit the new data. 

 

Once they have submitted the data, you will receive an email letting you know, and the new information will show up for our records in the “Claims Inbox” under “Visa Card Information.” Once this is done, you can Fund the customer. To do this, simply click on the selection entitled, “Fund Wallet or Send Gift Card” on the status dropdown on the top far right of the claim. 

 

Please note that the Verify Visa Name/Address is not visible, nor required for Funding the Customer’s Wallet.

 

The customer’s wallet will be automatically and instantly funded, or a Visa Gift Card will be sent either Virtual or by mail depending on the customer’s selection, and or the Vendor’s choice. 

 

Please note that an automatic email will be sent to the customer once you click the “Fund Wallet/Gift Card” selection in the status dropdown, and no future status changes are necessary. In addition, the final cost will automatically be populated.

 

If you have funded the customer’s wallet or you have sent a Visa Gift Card to the customer, with the remainder of the Remaining Balance amount, please enter that amount, that is the amount sent and paid to the customer in the section entitled, “Final Cost.”

 

Great! Only one step to finish a Not Cost Effective Repair, and that’s to simply “Complete” the request. To do this, simply click on the selection entitled, “Complete Request” on the status dropdown on the top far right of the claim. 

 

Once this is done, the page will refresh, and this claim will be removed automatically from the Depot Requests page, as well as the Claims Filed page, and will now only be visible on the “Claims Complete” page for future reference if necessary. 

Repair Approved

If the product is Cost Effective, and you have not funded the wallet or sent the customer a Visa Gift card, the next step is to send the customer an “Approved” email notifying them that the repair has been approved. To do this, simply click on the selection entitled, “Approved” on the status dropdown on the top far right of the claim.

The customer will receive an email notifying them that their claim has been approved for repair.

Parts Ordered

If the Depot has to order parts for the repair, sometimes this can delay the repair time, so it’s imperative to contact the customer. But before you send an automatic email, you will want to enter the parts ordered, on the claim, by entering Edit Mode, and entering the parts that have to be ordered in the section labeled, “Parts Ordered:.”

Next, send the automatic email to the customer. To do this, simply click on the selection entitled, “Parts Ordered” on the status dropdown on the top far right of the claim.

Please note that the Depot Service also may send their own email notification, and this might not be necessary.

In Repair

If you get a repair ETA, you can enter Edit Mode and enter the date and time in the section labeled, “Repair ETA.” Please note the format for the date and time is MM/DD/YYYY. This will be included in the customer Notification. If you don’t have a repair eta, then simply leave it blank. Please note, that if you can add an ETA, this may cut down on future correspondence from the customer.

Once you have been notified that the Depot Service has begun repairing the product, you can send an automatic email notification to the customer notifying them that the Depot Service has begun repair. To do this, simply click on the selection entitled, “In Repair” on the status dropdown on the top far right of the claim.

Please note that the Depot Service also may send their own email notification, and this might not be necessary.

Repair Finalized

Once you have been notified that the Depot Service has finished repairing the product, you can send an automatic email notification to the customer notifying them that the Depot Service has finalized the repair. To do this, simply click on the selection entitled, “Repair Finalized,” on the status dropdown on the top far right of the claim.

Please note that the Depot Service also may send their own email notification, and this might not be necessary.

Quality Control

Some Depot companies have a quality control check or phase. If this is the case and you have been notified that the Depot Service is performing a Quality Control Check on the product, you can send an automatic email notification to the customer notifying them. To do this, simply click on the selection entitled, “Quality Control,” on the status dropdown on the top far right of the claim. 

 

Please note that the Depot Service also may send their own email notification, and this might not be necessary.

Shipped Back

Once you have been notified that the Depot Service has shipped the product back to the customer, you can send an automatic email notification to the customer notifying them that the Depot Service has shipped their product back to them. To do this, simply click on the selection entitled, “Shipped Back” on the status dropdown on the top far right of the claim. 

Please note that the Depot Service also may send their own email notification, and this might not be necessary. 

Final Cost

Ok, great, at this point you should have received a final repair cost after taxes, parts ordered, etc. Please enter Edit Mode, and enter this amount in the section labeled, “Final Cost.”

Payment

In most cases the Depot Service will be paid over the phone via company debit card. If this is the case please enter Edit Mode click the dropdown in the section entitled, “Payment,” and you will see the selection “Debit/Credit.” 

Also in some cases we may have a relationship established with the Depot Service and might send them a check or a bank wire. In this case please choose accordingly. 

Vendor Paid

Once you have paid the vendor over the phone, you will need to change the status to Vendor Paid.  To do this, simply click on the selection entitled, “Vendor Paid” on the status dropdown on the top far right of the claim. 

 

This will ensure that the Final Cost is deducted from the customer’s Claims Annual Max Payout Balance against all future claims.

Payment Date

If the payment is made via Company Debit Card, then please note the date in the section labeled, “Payment Date.”

Payment Status

If the payment was made to the Depot Service via Debit Credit over the phone, or another debit way, then enter Edit Mode and click the Payment Status dropdown and choose “Paid.” 

If the Payment Status is Wire or Check, then enter Edit Mode and click the Payment Status dropdown and choose “Processing” 

Now you are complete. 

Please note: If the payment type is Check, or Bank Wire, you do not need to enter the date for the Payment Date, nor the Pay Status. You only need to enter the Payment Date and the Pay Status if you pay the Depot Vendor over the phone. 

Payment Request

If the payment Type is Check or Bank Wire you will need to send a payment request to the staff at Jacana Warranty. To do this, simply click on the selection entitled, “Payment Request,” on the status dropdown on the top far right of the claim. 

This will notify the Accounting Department that a claim has been approved, and is in need of payment, for their records.

Complete Request

And that’s it! You have completed your Depot Repair Request successfully! Only one thing left to do, and that is to Complete the Request. To do this, simply click on the selection entitled, “Complete Request” on the status dropdown on the top far right of the claim. 

Once this is done, the page will refresh, and this claim will be removed automatically from the Depot Requests page, as well as the Claims Filed page, and will now only be visible on the “Claims Complete” page for future reference if necessary.

Closed Requests

One final note. If for some reason you lose contact with the customer, or the customer never mails the product, or the request goes stale, and the customer is non-responsive, simply close the request. To do this, simply click on the selection entitled, “Close Request” on the status dropdown on the top far right of the claim. Please note you can always open it up later, by clicking “Claims Closed” on the left menu, and then you can simply reopen the Claim. The claim will then reappear for editing and finalization on the Depot Request Dashboard so you can continue.

]]> Claims Training Elektra https://www.jacanawarranty.com/claims-dashboard-elektra/claims-training-elektra/ Wed, 05 Jan 2022 04:15:53 +0000 https://www.jacanawarranty.com/?page_id=27238

Claims Training

Validation

The first step in approving a claim is to check the images of the damaged product and verify that the damage matches the customer’s diagnosis.

Considering Baz Super App customers don’t have to show proof of receipts for phone products, there will be no receipts to verify.

Request More Information

If you have questions or need additional images, simply click the “Request More Information” link in the Validation Section next to the title and label, “More Info,” and fill out and submit the form.

The customer will get an email, with a link to respond verbally, as well as upload additional images.

When the customer submits their response and/or images you will get an email notifying you that the customer has responded.

The response will appear on your claims filed dashboard in the Validation Section under “More Info Response.”

The additional images will also appear on the ‘claims filed’ dashboard in the Validation Section under the line entitled: “Additional.” There you will see clickable links that will show you the additional photos that you requested.

If you desire further correspondence with the customer, please email them directly by clicking their email on the claim header next to their name.

Please note that a History of all “More Information” requests can be found by clicking the “Claims Inbox” menu item. Here you will see a list and History of all ‘Request More Information’ customer responses.

You also have the option of calling the customer. Their phone number is also located on the header of the claim.

Disapprove Claim

If you are dissatisfied with the damage, or believe it’s a breakdown issue, and not a cracked screen or accidental damage due to handling, or the phone doesn’t match the phone that is registered, or whatever reason then on the claim, in the validation section, you will see a link entitled “Write Customer” after the title: Disapproval. Click this link. A page will appear with a form that allows you to enter the reason you are disapproving the claim. Please communicate to the customer why you are disapproving and rejecting the claim. Click Submit.

Next on the claims filed screen, on the claim header you will see a round yellow circle, please hover your mouse over this icon, until you see the red x. Click the red X. After doing so, the customer will receive an email notifying them that the claim has been rejected, and will include the reason why.

Please notice the disapproval reason will appear on the claims filed dashboard, in the validation section, after the title “Disapproval” for future notice.

Approve Claim

Approval is just as easy as disapproving a claim. Simply look for the yellow circle, on the header of the claim you want to approve, and click the green check mark to approve.

The customer will get an email notification notifying them that their claim has been validated and approved.

Take Action

Next, you will want to decide the action you want to take. Please note that on the file a claim form the customer submitted, they have the option to choose their preference.

Carry-In

The “Carry-In” option means they carry their phone into a local repair shop. If they choose this option, the “Take Action” section of the claim will say, “Carry-In”. If the customer has a specific repair shop, the address and phone number will appear below the word, ”Carry-In.”

At this point all that’s needed is to click “Carry-In” on the claim header dropdown, labeled, “Action.”

Once this is done, the page will automatically redirect you to the Carry-in Dashboard at which point you can proceed with the claim.

Mail-In

Another option is “Mail-In” which means the customer would prefer to have their phone mailed and shipped to a Service Center of your choice. If they choose this option, the “Take Action” section of the claim will say, “Mail-In.”

All that’s needed is to click “Mail-In” on the claim header dropdown, labeled, “Action.”

Once this is done, the page will automatically redirect you to the “Mail-In” Dashboard at which point you can proceed with the claim.

Gift Card or Fund Wallet

If the Take Action is “Gift Card,” and the claim has been properly validated, and approved first, then you want to simply click, “Gift Card of Fund Wallet” on the dropdown labeled, “Action” on the claim header. Once this is done, a popup will appear confirming a successful payout. Click “Ok.” Once you confirm by clicking, “Ok,” then the page will refresh, and the claim will automatically disappear from the page, marked complete, and will now only appear on the “Claims Complete” dashboard. There will be nothing more to do. To confirm that payout you can click, “Payouts” on the menu, to visit the Payouts Dashboard. Here you will see the claims that are paid, listed by Claim Number.

Close Claim

If a claim is disapproved, rejected, or the customer doesn’t respond, you can simply click “Closed” on the dropdown labeled “Status” on the header of the claim.

Complete Claim

You only want to complete a claim if you have paid the claim and the claim has been successfully completed and also paid. It will be rare that you will do this from the Claims Filed Dashboard, because even if you take the Action – “Gift Card or Fund Wallet.” The claim will immediately, and automatically set to “Complete,” the page will refresh, and the claim will be both automatically paid, and also automatically set to “Complete.” You can then find and see the claim on the “Claims Complete” dashboard.

Reopen Claim

If for some reason you need to reopen the claim, simply click, “Claims Complete” menu item, or “Claims Closed” menu item, depending on the previous status of the claim, and then you can simply click “Open” on the dropdown labeled “Status” on the header of the claim. The claim will now reappear on the “Claims Open” page where you can continue with the claim.

]]> Add Carry-In Vendor – Elektra https://www.jacanawarranty.com/claims-dashboard-elektra/carry-in-requests-elektra/add-carry-in-elektra/ Mon, 13 Dec 2021 03:52:29 +0000 https://www.jacanawarranty.com/?page_id=26639
]]> Generate Label – Elektra https://www.jacanawarranty.com/claims-dashboard-elektra/depot-requests-elektra/generate-label-elektra/ Mon, 13 Dec 2021 03:26:41 +0000 https://www.jacanawarranty.com/?page_id=26634
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