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. Vendor: Add Vendor
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. Vendor: Add Vendor
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. Label:Generate Label
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. Label:Generate Label
Product Details
Order:
AFC_38Category:
ElectronicsPackage:
Product:
Jacana Care PlusPlan:
3-Year PlanManufacturer:
AppleDescription:
Laptop Serial Number: MAC43342212Model #:
Macbook Pro MaxValue:
Store:
N/A
Receipt:
No ReceiptNew?:
N/A
Purchase Date:
Current Term:
N/A
Vendor Details
Vendor Email:
Vendor Phone:
Vendor Address
United States
Customer Address
United States
Warranty Details
WDOP:
08/23/2023Registered:
19623 Days AgoClaim Created:
25 Days AgoAction:
REPAIR
Phase:
EXT
Coverage:
BDADH | AccidentalValue:
Deductible:
DD-ADH: $0
If the repair quote is more than the Payout amount, then the repair is not cost effective, and after entering the quote amount, you will see a popup that says, “Not Cost Effective.” Click “ok” and you will also see the text “Not Cost Effective” in the section labeled “Funding” within the Warranty Details Block.
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 Payout and Balance.
The Balance is the total claim funding amount left on the customer’s account. For example if the Total Balance is $300 per year, and the customer filed 3 claims for a total of $100 Payouts this year, then his or her Funding Balance will be $0, which means they can no longer have claims funded, until their Funding Balance recycles the following year, and this amount is $300 again.
The 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 Payout is more than the Balance, in which case, we would fund up to the Balance.
Let’s examine a few funding scenarios, to help you understand how we fund our customers.
SCENARIO 1 – (IS COST EFFECTIVE) Payout = $174.00 Balance = $200.05 Repair = $124.00
In this case, the Payout is less than Repair, which means, the repair IS COST EFFECTIVE, and you can fund up to the full value of the Payout ($174.00) to the Depot Service Company.
SCENARIO 2 – (IS NOT COST EFFECTIVE) Payout = $174.00 Balance = $125.00 Repair = $150.00
In this case, the Repair is less expensive than the Payout, and normally you would continue with the repair, and deem it “Cost Effective”, however the remaining Funding Balance left for funding is only $125.00. Therefore the cost of the repair is more than the Balance left for funding. In this case you are only allowed to Fund up to the 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 Balance of $125.00.
SCENARIO 3 – (IS NOT COST EFFECTIVE) Payout = $144.00 Balance = $175.00 Repair = $150.00
In this case, the Repair is more than the payout, and the customer does have enough in their 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 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. Funding:
$0 - Requested
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 Payout and Balance.
The Balance is the total claim funding amount left on the customer’s account. For example if the Total Balance is $300 per year, and the customer filed 3 claims for a total of $100 Payouts this year, then his or her Funding Balance will be $0, which means they can no longer have claims funded, until their Funding Balance recycles the following year, and this amount is $300 again.
The 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 Payout is more than the Balance, in which case, we would fund up to the Balance.
Let’s examine a few funding scenarios, to help you understand how we fund our customers.
SCENARIO 1 – (IS COST EFFECTIVE) Payout = $174.00 Balance = $200.05 Repair = $124.00
In this case, the Payout is less than Repair, which means, the repair IS COST EFFECTIVE, and you can fund up to the full value of the Payout ($174.00) to the Depot Service Company.
SCENARIO 2 – (IS NOT COST EFFECTIVE) Payout = $174.00 Balance = $125.00 Repair = $150.00
In this case, the Repair is less expensive than the Payout, and normally you would continue with the repair, and deem it “Cost Effective”, however the remaining Funding Balance left for funding is only $125.00. Therefore the cost of the repair is more than the Balance left for funding. In this case you are only allowed to Fund up to the 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 Balance of $125.00.
SCENARIO 3 – (IS NOT COST EFFECTIVE) Payout = $144.00 Balance = $175.00 Repair = $150.00
In this case, the Repair is more than the payout, and the customer does have enough in their 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 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. Funding:
Customer Diagnosis:
Found it like this
Damage:
Image
Additional Damage:
No Additional
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Warranty Details
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Toys
Watches
Phones
Laptops
Tablets
Appliances
Television
Gaming
Camera
Desktops
Mobile
Cycling
DVD Media
Fitness
Floor care
Furniture
Golf
Navigation
Home Security
House Items
Home Theater
Jewelry
Lawn & Garden
MP3 Player
PC Accessories
Personal Care
Portable Products
Toys