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Retrieve Procedure

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Retrieve Procedure

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 in the email.

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

Cut Cord Procedure

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 will need to categorize the ticket accordingly and add the correct and accurate product information. They also need to send an email to the customer requesting pictures of the disabled Unit. Frontline agents will need to correctly task the ticket so the Back-office team can follow up.

Customer’s expectations:

  • We will need to 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.

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