Retailer not in the Authorized nor Unathorized list

There may be cases where a customer presents a unit purchased from a retailer that does not appear on the list of authorized or unauthorized retailers.

In those cases, we need to inform the customer that we need to validate whether the retailer from where they purchased the unit has an active partnership with Delonghi.

We should escalate the case to a supervisor and explain to the customer what the next steps will be.

You can use the following template:

Dear (Customer),

Thank you for reaching out to us regarding your recent purchase from (Retailer). In order to provide you with the best resolution to your situation, we kindly request that you please allow us some time to verify the distributor from whom you acquired your unit. Please note that this process may take a few business days, but we will do our best to expedite it for you. Thank you for being a part of the De'Longhi Group. If you have any other questions or concerns, please do not hesitate to contact us.

Kind regards,

(Agent Name)

De'Longhi Group Customer Care

Supervisors: You should email a copy of the POP to Robin or Paolo so they can validate with Sales if the retailer is authorized or not and add it to the list.