Damaged item - AU

1. Ask for proof using the template from Ask for more details / proof AU.

2. Once proof is obtained, carefully examine it before coordinating the issue with the purchaser/technical team.

3. Create a Group Chat in WeCom including the purchaser, technical, your TL, all the SMEs and all your LOB-mates and coordinate the case via that GC. Ensure to include all important details on the chat such as the Order ID, SKU, the issue and its details and proof. You should recommend a resolution based on the issue and the proof provided. The purchaser/technical team may ask for further details or additional photos if needed. Wait for the purchaser/technical to respond.

4. Record the case in the Purchaser Coordination Sheet and update it from time to time: https://docs.google.com/spreadsheets/d/1x0KpZInOH-avQuhELGWfygE3iFsZhbonbmacLYfMN9w/edit#gid=377863531

5. The purchaser/technical team will either approve your recommended resolution or suggest a better one. Once a resolution approved or provided, forward it to the customer on time. Provide update/followup on the GC when the customer accepts or declines the offered resolution until the case is resolved.

6. Please ensure you always log important updates on the Backend. All refunds must be logged in the RMA except for Vincent Fang items.

NOTE: If the purchaser/technical team is unable to provide a resolution with your promised time frame with the customer, ask support from SMEs or TLs.