Processing a Repair
Product Information
- You need to indicate if the item has been assessed or repaired before
- Select if the customer has contacted the vendor about the item
- Select if the customer has a username and password.
- Please indicate if there are accessories being sent with the item
- Click 'Next' button to proceed
Customer Details
- You need to collect all of the customer’s details including the customer's name, email, phone number, and complete address. Advise the customer that you will be providing them updates on their mobile and email address. Customers can opt out from updates later.
- Click ‘Next’ Button
Select a Repairer
Make sure that all details are correct prior to selecting the repairer.
-
Select the repairer of your choice based on an approved list which is shown. If a repairer you were expecting does not appear please contact solvup retail support (retailer.support@solvup.com.au).
Note: Repairers with a truck icon will pickup the item for free. They will be notified to come and get the product.
2. You should confirm whether the consumer has been advised of the disclaimers and they have agreed to the outcome.
3. Click ‘Next' button.
Note: Please note that you may not get the option to choose a repairer. Sometimes only one repairer will appear. This will be at the request of the retailer or manufacturer.
Confirmation
-
This page indicates all the details you have entered in the case Outcome, Product, Fault report and proof of purchase.
- Click ‘Next' button.
Print Documentation
In this page, you will be able to print the fault report - including the store, customer and repairer copy. It will also include final instructions to complete the case.
1. Click ‘download and print fault report to dispatch with faulty item'.
2. Rate your experience on creating your case in solvup.
3. You must attach the Repairer Copy to the product and send to back dock.
4. STORE COPY and REPAIRER COPY MUST BE SIGNED by the customer. You will need to take the signed form from the customer. The system automatically sends an e-mail to the repairer. If a repairer you use isn’t available, we can arrange one.
The next step is to be carried out at the back of store when the items is dispatched.
