Periodic Review of Form Responses: Supervisors will review the form responses twice a day to ensure that all replacement requests are addressed in a timely manner (no longer than 24 hours).
Validation/Authorization of Replacement: When reviewing the request, the supervisor evaluates if it meets the criteria set for replacement approval. This may include considerations such as product eligibility for replacement, part availability, and compliance with company policies.
Ticket Status Change: Once the supervisor validates and authorizes the replacement, a note with the approval will be included in C4C and change the ticket status from follow up to "In process/replacement". This status change signals to the Back Office team that the replacement has been approved and they can proceed with processing it.

If no authorization is given, we must coach the agent to explain the correct process and document it.

The resolution must be transmitted to the agent via Teams to complete the process of sending the customer an email, considering that all agents have visibility of the responses.

Replacements approval process

Replacements approval process