RTV Case Creation

Selecting Case Type

• When creating a new case, select the “RTV (Manual Credit)” option from the “Case Type” list
  • When selecting this option, a pop-up will appear reminding you of the correct use of this case type
• Click “Continue” in the pop-up if you wish to proceed
• Continue through the normal Product search process and proceed to the Fault Report section
  • Troubleshooting should not appear for RTV Cases

Fault Report

1. Enter the description of the damage into the fault report
2. Select the appropriate damage code (these are not the same as the usual fault codes)
3. If “Yes” is selected for the question about customer induced damage, a pop-up will appear telling you to use the normal customer-item flow
4. You can also add photos (optional but recommended) of the damage either by drag & drop or by uploading them directly into the case

Proof of Purchase (Invoice) Details

1. In the “Invoice Number” field, enter the invoice number on which the product was received into store
   • If you do not know the exact invoice number, enter the most recent invoice on which one of these SKUs was received into store
2. Enter the date of the invoice
3. Enter the price of the product as per the invoice (excluding GST)

Case Summary and Confirmation

1. The Case Summary page will advise you of the steps required following case creation
   • This includes an escalation contact in the event the claim is rejected by the vendor
2. The Case Confirmation screen appears as normal; however “Damage Report” and “Invoice Details” now appear in place of “Fault report” and “Proof of Purchase”

Case Completion and Paperwork

• Upon case completion, the case ID and paperwork are created as normal
• Follow the instructions on the case completion page
• Important: The paperwork mimics the “Manual Claim” paperwork currently in use. This means that signatures may be required prior to sending this to the Vendor if it is currently a requirement

Please Note: Depending on your Solvup configuration this flow may not necessarily be available, Contact support@solvup.com if you require further information.