GloTech Website (98GLO)

Customer #98GLO

Main Contact (VirVentures): Jamie Thompson <jthompson@advantus.com>

Account is Auto Approve/Release

• Ships from: E-Com
• Orders come through EDI
• Ship Date Logic/Shipping Schedule: Ships Same Day/Next Day
• D&D Policy: N/A
• Release Email Required: No

Process

1. Orders come in at any time and will auto approve and release.

Troubleshooting

1. If you have an order that has an item showing as out of stock double check to make sure there is no inventory in 12^th Street. If there is, 12^th Street should have it moved to the E-Com location without us needing to request anything.
   • If there is and the order has not been fulfilled to meet the ship date, please notify your supervisor.
2. If there is a bad address, login to Shopify and select the GloTech or Thinkspace option.
   1. Search for the order via the PO in NS.
   2. Click on the customer’s email and send them an email regarding the issue and wait for a response.
3. For warranty claims this will come through the email/phone call.
   1. You will need to advise the customer of the information needed to proceed with processing the claim.
      • S:\Customer Service\Team Folder\Tiphanie F\Accounts\Account Notes select the Customer Email Question Checklist.
      • Although it is tailored to the Bluetooth mirror, general questions about have they tried different chargers or outlets can help identify possible wiring issues on our side or their side.
   2. If the customer can confirm they are still experiencing issues, then we will move to the warranty form.
4. You will email the customer the form to fill out and send back.

5. After you receive the information from the customer and it is sufficient enough for a replacement (i.e., image of the item is clear, image of the receipt is clear, etc.).

6. After you have received the information, you will enter a replacement under the 100GA account.

• Please ensure to attach all images, documents, and the email chain to the order.

7. After the order has filled and released, make sure to contact the customer with the tracking information.