BN TEMPLATE

issue:

cx name:

email:

serial num:

order id:

AUTHENTICATION LEVEL: A/B

cx device:

steps taken:

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BN

RAPID REPLACEMENT

- is cx covered by warranty?: yes/no

- cx have adh/protection plan?:

- accident happened with the device?:

-troubleshooting needed?: yes/no

(gave cx store replacement if still under base warranty)

- informed cx to return defective device in 14 days including its accessories

- informed cx of rma # / prepaid label that will be sent to her email address

-informed cx that replacement will be shipped out in 24-48 hours and will be delivered in 1 to 3 business days

-informed cx to unreg. the device before sending the defective device

- informed cx that we require cc to process replacement for security purposes only

- informed cx that we will inspect the device and if we find out that there are other defects or damages that are not covered by warranty cx will be charged for teh price of teh device

** processed replacement rma #--

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CANT DOWNLOAD// ORDER // PAYMENT ISSUE

-checked cx cc in the acocunt and its - VERIFIED/ VEREIFIED FAILED

-CHECKED ON ORDER STATS:

*** NO INVOICE YET***

* NEW>DECLINED>ACTIVE> - needs to update cc in sap

* OPEN>DECLINED>ACTIVE> - needs to update cc in sap

CLOSED>DECLINED>ACTIVE (WITH INVOICE) - remove /add cc and redownload the book after an hour or 2

* CLOSED>DISABLED>ACTIVE (CARD WAS BILLED)- REACTIVATE FOR REDOWNLOAD

* CLOSED>DISABLED>ACTIVE (NOT BILLED)- DELETE AND REACTIVATE FOR REPURCHASE

-FAILED>DISABLED>ACTIVE - (PURCHASED OUTSIDE USA) REACTIVATE ORDER

* FAILED>DISABLED>ACTIVE - (PURCHASED IN USA) BUT PAYMENT NEEDS VERIFICATION -- TRANSFER TO SAG

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