Policies/Procedures
We refer to this department when no service providers are available.
What is SLE?
This should be completed when a consumer is requesting refund for an online/fulcrum order.
What is an RSDF 13?
This would be offered when a replacement or rebate is unavailable.
What is a buyback?
This can be offered when a consumer wants additional protection on their appliance.
What is an ESA?
You can use these methods to locate an account without the account number.
What is last name and zip code, email address, phone number or serial number?
A consumer would need to complete this action when requesting a DOP change over 3 years old.
What is submitting a proof of purchase?
This should be completed when a consumer has been charged but has no order or contract number.
What is a RSDF 4?
This is excluded from the amount paid for a buyback.
What are the taxes?
What it is called when you purchase an air and water filter together.
What is a Bundle or Combo?
This must be done when requesting a refund for a FES trip charge.
This can be completed when a the model and serial number is nowhere to be found on the unit.
What is a serial tag request?
This would be completed if a consumer needs a reorder for an Ecommerce order due to damaged or not received.
What is a RSDF 15?
They can be contacted when a prepaid card was issued and not received.
Who is Northlane?
You would visit this site to cancel a consumer's subscription.
What is Fulcrum?
This would need to be done in order for the Replacement complaint to be put into "In process' for the back to office to view.
What is changing the sub-resolution to Dispo Pending?
This would need to be done when a consumer states their part was severely damaged when received.
What is an overpack request?
This can be an done when the model/serial number are not available and we are covering shipping to return a part.
What is a RSDF 14?
These steps should be taken when notifying the back office about consumer's changes or concerns with replacement.
What is notate the complaint, change sub-resolution, and change status to "In-process"?
This product can be used to preserve fruits and vegetables by absorbing the gas that causes ripening.
What is a PureFresh Fruit and Veggie Saver?
You would do this to see the complaints from all accounts attached to the object.
What is removing the account number?
This would need to be sent to the consumer for a refund if the consumer ordered the incorrect part and part needs to be returned.
What is a RMA Form?
This RSDF would need to be completed when a consumer states we've received the returned part for a refund for a SAP order.
What is a RSDF 12?
You complete this function when FTID deems the in-warranty non-repairable and closed the complaint.
When a consumer orders more than one of the same part and receives less than what was ordered, this action can be taken to send out the remaining parts.
What is editing the order to change the quantity?
You would locate and select this option to get an update on the buyback payment.
What is the payout request?