Validating POP checklist
Before sending any tickets to repairs or replacements, ensure the following proof of purchase checklist is followed, this will make the process flow easier for all agents involved in the resolution of each case:
If you see a POP, you should validate the product section on this ticket.
Right product (you must select the correct SAP code and model number)-
Purchase date must not be left blank (at the time we verify the serial number, you may need to enter the manufacture date as a purchase date as well)
Is it in warranty, yes or no?
The actual product on the POP
Phone number
Ensure the address is updated.
Make sure to check the attachments to validate the product registration as a POP.
Impact when not followed:
Resolution delays, processing replacements when they are not authorized retailers, sending replacements to the wrong shipping address, sending wrong units because of the product module, multiple unnecessary interactions with customers, back office agents managing extra research, miscommunication, and setting wrong expectations with customers about the warrant