PROMO/REPLACEMENT RETURN REQUEST

Promo/Replacement Return Request Summary

Reasons to request
•To replace defective ink over 90 days and up to 1 year from order date
•To replace defective ink over 1 year from order date (MUST obtain prior HHO CSAT approval first)-REFER CX TO RESO FOR ASSISTANCE
•Missing/defective ink included with a new printer (in box cartridges)
•Missing/defective free promo items (such as buy 2 inks, get a pack of paper free)
•Missing/defective accessory that was included with an HP product that cannot be replaced using Parts Replacement.

NOT to be used for
•Defective ink returns within 90 days (use exchange process) MUST REFER CX TO RESO TEAM for assistance
•Missing/defective accessory items that can be replaced through the Parts Replacement process(request Parts Repl)
•This return reason code is NOT for missing items what's in the box – (use Parts Repl)
•This return reason code is NOT for missing or wrong warehouse packed orders – (refer customer to Resolutions to replace using Shipping Escalation process)
•Not for missed promos/coupons or free item promo which HHO offered with a coupon (order item and issue Save the Sale credit on original order with appropriate cross-reference notes)!
•Free promo GC missing - most are now virtual gift cards (resolve by finding cx’s Card # and PIN in TOMI – contact Reso Team)

Customer expectations
•Refund will be issued within 1 biz day of shipment in the form of a return transaction. An email will be sent providing an R reference # (note, of course, no physical return is expected).
•Expect the credit to reflect on the payment used in 3 to 5 business days, based on the customer’s bank’s processing time.

Required detail
■Comments on the request in and TOMI on the new order must read "Defective ink replacement for Hxxxxxxxx on new order Hxxxxxxxxx"

Full Promo/Replacement details at:
IRIS URL>……https://iris.teletech.com/docs/DOC-173175