Cases that require an in-home fault assessment need the service provider to go to the customers premises. Not all vendors offer this service to the customer and not all repairers are able to provide this service. Once approval has been received from the vendor or the retailers reverse logistics team the repairers can be added. There is a process in place to ensure that only the approved repairers are displayed to stores for repairer selection and allocated these in-home cases.
The adding and removal of repairers’ authorised service status for certain brands and product groups is done in Solvup using the repairer profile, however these changes only reflect items which have been brought into the store. Repairers that do In Home Fault Assessments, to be displayed as an option for stores, are unable to be added by Admin users. They require a ticket to be made for the TechTeam to put the changes in place. Three conditions are required for in-home repairers to display and for a product to be In-Home eligible. If all of these are done, then that repairer when added for in home will be available for store selection.
- The Retailer needs to support the In-home feature
- In-Home classification needs to be turned on at SKU level. The item needs to be set as in-home eligible in Grails / Solvup.
- The Vendor needs to be ticked on for in-home service for the retailer.
Once the TechTeam have added this chosen repairer for that brand and product group and the above 3 conditions are met, then the repairer will display in repairer selection for the stores. The store is presented with a list of repairers to choose from and will allocate the case to a repairer of their choosing.
