1. Pull up the order, troubleshoot and offer the customer assistance, confirm if Tier 2 customer support has attempted to resolve
2. Check if the customer is still within their 30-day return policy
3. If within 30 days, send the form Template using the MACRO provided.
4. If the order is outside the 30 days, offer assistance and enforce the return policy:

• US and Canadian markets are allowed to return the item.
• UK & Europe, we ask for the customer to keep the item, as we don’t have a return process.

1. Pull up the order, troubleshoot and offer the customer assistance, confirm if Tier 2 customer support has attempted to resolve
2. Check if the customer is still within their 30-day return policy
3. If within 30 days, send the form Template using the MACRO provided.
4. If the order is outside the 30 days, offer assistance and enforce the return policy:

• US and Canadian markets are allowed to return the item.
• UK & Europe, we ask for the customer to keep the item, as we don’t have a return process.

Process:

1. Pull up the order and track the delivery
2. Check if the customer is still within the 30-day return policy window from the day the order was delivered.
3. If within 30 days, send the form Template using MACRO provided.
4. If the order is outside the 30 days, offer assistance and enforce the return policy.

1. Damaged item - means physically damaged (e.g. dents, rust, detached electrodes)
2. Defective item - there’s a defect with the functionality of the product.
   • Exhaust all troubleshooting steps available.
3. If within 30 days, send the form Template using MACRO provided.
4. If the order is outside the 30 days, offer assistance and enforce the return policy.