A true warranty issue vs damaged/improper handling/lack of care & maintenance
A true warranty issue is considered a defective item not performing as designed and within the allowed warranty period. This can be replaced or refunded.
Damaged, improper handling or lack of care and maintenance on behalf of the customer should NOT be refunded or replaced. Ensure to always ask the proper probing question to identify how the part or unit was damaged. Provide the customer with the option to purchase the part on the encompass site and share the proper link.