Subject: UPS labels UK & France
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: ashish <[email-masked]>, Udbhav Mishra <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Fri, 24 Jul 2020 12:16:15 +0000

Hello everyone,

Thank you for the meeting earlier. Here are the notes.

France
- Customer Service sends us the Word document to be included in the package once the customer has received the replacement.
- Hence we don't need to check with the customer, if they received the product until the document is received.
- Agree the date of pickup with the customer. 3 collection attempts will then follow from the next working day after the label was created.

UK
- Customer Service informed us that there have been many mistakes in the addresses in the return labels.
- Double check the correct address, email address and phone number with the customer before creating the collection.
- Agree the date of pickup with the customer. 3 collection attempts will then follow from the next working day after the label was created.

Send this text to the customers and add the usual greeting and signature:

We will arrange a UPS collection for the faulty product. Could you please confirm a suitable collection date?

UPS will make three collection attempts to collect the faulty product.

Please also confirm, if this collection address and contact details are correct:
Address:
Email address:
Phone number:

I have created a new macro and view for these tickets.

Run the "Collection date confirmation" macro once you have sent the email above to the customer. It makes the following actions:
- Adds tag: collection_date
- Adds note: Asked customer to confirm a suitable collection date for the faulty product.
- Sets the ticket to Pending status.

You can find the view for these tickets under the Warranty Group, it's called "Collection date confirmation". You can also add it to your personal views.

Monitor this view to see, if customers have replied and if a collection can be arranged.
Please let me know, if you have any further questions or concerns.

Best regards,

Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

Sennheiser Communications A/S * Industriparken 27 * DK-2750 Ballerup * Denmark

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