Cut cord and retreive FL

We will apply the Retrieve procedure when handling cases associated with Fully Autos, True Brew, or La Specialista units. Frontline agents will need to categorize the ticket accordingly and add the correct and accurate product information. Front line agents will need to correctly task the ticket so the Back-office team can create the shipping label to retrieve the unit.

Customer’s expectations:

●       The customer should wait for the email confirmation of the shipping label.

●       If they have not received any email, they can reach out to us. Also suggest they check Spam and Junk folders.

●       Follow the shipping instructions shared on the email.

Back Office will create a shipping label to retrieve the unit and will send an email providing instructions and next steps.

We will apply the Cut Cord procedure when handling cases associated with units that are not Fully Autos, True Brew, or La Specialistas. Frontline agents must categorize the ticket accordingly and add accurate product information. They also need to email the customer requesting pictures of the disabled Unit. Frontline agents must correctly task the ticket so the Back-office team can follow up.

The Processes for disabling the unit:

• When disabling via video stream, the consumer is read a disclaimer suggesting that the unit's plug has been removed from the electrical outlet prior to cutting the cord.

• When disabling via email link, the consumer is sent a disclaimer and a link where they can take a photo after the cord is cut, attach it to the link, and return it via email for processing. 

• If a video stream or email link is not feasible, a consumer may also be asked to return the physical cord via mail.

Customer’s expectations:

• We must ask the customer to disable the unit by cutting the cord.

• They need to send us pictures of the cut cord by replying to an email request or sending us the cord via mail.

• All e-commerce refunds sent to Jennifer must include the cut cord picture plus the Hybris number (order number), all in the same picture.

The Back Office will follow up on the ticket once “cut cord” evidence is received.