Actioning Support Tickets
Solvup assists the retailer in facilitating the return and repair of their customers’ goods. There are many instances where the item is unable to be taken into the store due to its size and or purpose, these products are classified as a Big & Bulky product. Please see examples below.
- An oven is a Big & Bulky in-home eligible item, because for the consumer to bring the item into the store would cause great difficulty as they will need it to be disconnected by a professional and then transported to the store.
- A 65 inch TV may be able to be transported by some consumers, others may not have the means to lift and transport such a large object. Therefore, it qualifies for an in-home assessment by the manufacturer, where it may be repaired at the premises of the customer, as this is generally the most convenient remedy.
So these items are permitted to be created with the item remaining “at the customers premises”. These cases will then have a service provider go out to the address where the item is located, instead of the item being dispatched to the service provider from the store. The product requires an In Home Fault Assessment also known as an In-Home case.
Please Note : Depending on your Solvup configuration this flow may not necessarily be available, Contact support@solvup.com if you require further information.