Subject: Important update
From: Rosette Modiri <[email-masked]>
To: Swagtron <[email-masked]>
Date: Mon, 23 Dec 2019 13:50:16 -0700 (MST)

Hi Team, 

Please do not tell a customer that we are opening a UPS claim UNTIL we have informed to clients that an investigation needs to be opened. 
This is EXTREMELY important since we now have several customers who are now HIGHLY ESCALATED because they were told this was being taken care of, but it was not due to a lack of clear communication. 
So for here on out, until clients have CONFIRMED WITH us the claim was opened, DO NOT reply saying it has been done. 
As far as time frames, a UPS claim can take up to 8 business days. PLEASE DO NOT inform customers that it will only take 5 days since there have been times claims have taken twice as long to be resolved. 

Kind Regards, 
Rosette