Call/Chat flow
What does the call opening script sound like (Greeting)?
We need to say the following:
“Thank you for contacting PlayStation Support. My name is [Your Name]. How may I help you today?”
What is a Manufacturer Warranty?
It is a guarantee from the product’s maker, covering repairs or replacements for defects in materials or workmanship for a specific period.
How many days do consumers have to return their purchase as per our Refund & Returns policy?
30 days from the delivery date
Can the consumer cancel one line from their order if they have multiple items within the order?
No, they will have to cancel the whole order
What purchase confirmation documentation can consumers retrieve from us?
Order confirmation email, VAT receipt and general receipt
What details should you ask from the player to attach or create consumer record?
Best contact email address, first and last name, phone number
Which of these 3 countries has the longest period of PS Direct Retailer warranty: Germany, Netherlands or UK?
Germany – 2 years
Netherlands – 3 years
UK – 6 years
How much time do consumers have to cancel their order after it was placed?
30 minutes
What is the estimated waiting time for the return to be processed by the warehouse?
5-7 business days
What are the steps to follow in case a player is reporting a pricing issue (being charged more than the price mentioned on the website)?
- Advice the consumer the correct price and notify them the case will be passed on to the escalation team
- Escalate the case to Back Office
What should be provided to the player by the end of each call/chat?
Case number. If you’re working on the Inquiry case, the case number will remain the same (from the original case)
What’s the difference between Manufacturer’s and Retailer Warranty?
A manufacturer's warranty comes directly from the product maker and lasts 12 months, while a retailer's warranty is offered by the store and lasts longer
What actions can consumers take independently on our website?
Initiate returns for refund and replacement
Cancel Orders
Cancel Pre-orders
Download a purchase invoice
Following our Returns & Refund Policy, within how many days consumers have to return their item from the date of telling us they wish to return it?
90 days
When does the option to re-send the order confirmation email expire in SAP?
It doesn’t expire, it can be re-sent at any time
What is an Inquiry case?
Every follow-up contact to an existing case is an Inquiry Case
If the consumer claims their product is faulty but it’s been 60 days from the date of the delivery, what can we do?
Refer consumer to Hardware support
The self-serve replacement functionality is applicable ONLY in 3 scenarios. What are they?
- Package/item damaged in transit
- Product was defective or broken
- Wrong item was sent
If the shipping was not free, how does it get refunded when we initiate a refund in S--P?
Shipping fee will be refunded separately. Consumer will see 2 refunds on their bank statement
What are 2 common error messages the customer might receive during checkout?
"Please review the purchase criteria for your product. For additional policy information, go to http://playstationdirect.com/FAQ."
"Unable to process your transaction"
What are the 4 rules of using the Hold process for calls?
Ask for permission from the consumer
Give brief explanation why you need to place them on hold
Set a time expectation
Thank customer for patience when you return
What is the Retailer Warranty Exception for Portugal?
Check case history for a repair: each repair extends the warranty by an additional 6 months (up to a maximum of 4 repairs)
For how long is the option to get a VAT-invoice available for the consumers?
Until the 15th of the month following the payment
The steps for processing a return for replacement in S--P are the same as for a refund, except for
one additional step. Which one?
Select Replacement under “Special Actions”
When a consumer cannot get a VAT receipt because the time to get it has expired, what should you inform consumer about?
We kindly remind you that the PS Direct Terms of Service do not allow the use of the PlayStation Network for commercial or business purposes, and we will not be able to assist with your request.
The receipt is able to be downloaded from the order screen, this will be sufficient as a proof of purchase.
Please refer to playstationdirect.com/terms for more information.