Customer did not receive the OOW prepaid label

Customer Steps

If the customer cannot find the email with the pre-paid label to send the unit for repair after purchasing the out-of-warranty service package, please ask them to check the spam folder in their email.

Agent Steps

• Check if the customer purchased the OOW package in c4c and write down the e-commerce order number (it will be needed to create the label) 

• Create the label with “out of warranty and e-commerce order number” as a reference and email it to the customer

Bates knows what to do once they receive the label; there is no need to email or call separately. 

Otherwise, you can find a copy of the email in the folder DeLonghi.Support.Bates@atento.com