Case view and statuses
- The case will begin in the status “In Store awaiting claim approval”
- In the “Next Action” tab, you will have the ability to flag the claim as either approved or rejected
- If the vendor rejects the claim, upon selecting “Rejected” under “Claim outcome,” the case will close as “Claim rejected, Closed”
- If the Vendor approves the claim, they should provide an RA which will need to be entered into Solvup
- Following this, the product will need to be physically sent back to the supplier/Vendor.
Approved Claims & Product dispatch
- Once the claim is approved in Solvup and the RA number has been entered, the case will enter the status of “RTV Awaiting Pickup”
- When the courier is booked and the item is being collected, enter the courier details to check the item out of the store to the Vendor
- Click “Item has left the store” once the courier takes the item
- Note – if the vendor organises their own courier, follow the same process to enter courier details and check the item out
Case Closure – approved claims
- Once the item is checked out, the case will close as “Claim approved, closed”
- The “Next Action” tab will disappear because there is no further action required on this case
- You can still add notes to a closed case if required
Please Note : Depending on your Solvup configuration this flow may not necessarily be available, Contact support@solvup.com if you require further information. 