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OOW (Non-US)

US - OOW - Spark 40 cases: repair (please refer to OOW (US - Spark 40 Repair) - Check Basecamp for updates)

EU - OOW - Spark 40 cases: regular replacement

All other OOW cases: B-stock (certified like-new) replacement

0 - Verify the warranty

Before proceeding, please check the user's name & email and compare them with Shopify order information in order to verify the warranty.

If the customer bought from another dealer, the agent must ask for the receipt in order to verify the warranty (if it’s already over 1 year of the purchase). Once verified, proceed with the OOW process. 

If the customer bought the amp second hand, ask the customer for the purchase date.

1 - Inform about the charge upfront

Once confirmed the issue, please first check with the customer whether he/she is willing to pay for the replacement/repair upfront, pricing listed as below:

  • Spark 40: $80
  • Spark MINI: $60
  • Spark GO: $40
  • Spark Control: $40
  • RIFF: $40

2 - Inquire information for payment

Once confirmed the customer is willing to proceed and pay for the repair/replacement, insert Macro: [Service Center] OOW - 1.

Insert the correct country in the email subject. Submit as ‘Pending’.

Important note for [Spark 40 OOW cases in CA, AU, UK]: You'll be requesting a replacement as B-stock, which will be our certified like-new products. (For other products, proceed with regular replacements.)

Communicate with the following message: “In order to provide faster resolution, we'll offer a certified like-new replacement for you.”

3 - Fill out a OOW request

Once the client replied with all the requested information, fill in the PG RMA Form:

  1. ‘Service Type’ = CID/OOW.
  2. ‘PayPal Account’ = Customer’s PayPal account, or regular contact email.
  3. ‘Invoice Amount’ depends on what part is defective / needs to be swapped out (see step 1), so fill in accordingly.
  4. ‘Warranty Service’ = ‘Replacement’.
  5. ‘Defective-User Scenario’ should be obtained via OOW Macro. Find the example below.
  6. Fill in all address details accordingly.

*If the unit is purchased via another dealer, put the dealer’s name in ‘Order Number’. If the unit is a second hand purchase, put the purchase date in ‘Order Number’.

Once submitted, Anya Lien will check and send the invoice to the customer.

Ask the customer to check their inbox for the invoice and let us know when it's paid off.

4 - Confirm payment & offer info for return

Once the invoice is confirmed to be paid off, ‘Invoice Status’ will be updated to Invoice Paid. The agent can then insert Macro: [Service Center] OOW - 2:

A. Insert the corresponding RMA number in the subject & context. 

B. Leave only the address for the customer’s located country. 

C. Submit as pending.

5 - Check the TRK# for the returned package

Once the user replies with tracking information, go back to the country’s RMA Form (OOW tab) and update ‘Inbound Tracking Number (Agent only)’.

6 - Request for replacement

Please make sure to check RMA & OOW Process per product (OLD) to see what kind of replacement (regular or B-stock) to request for.

Once a TRK# is provided so we can confirm the returned package is on the way, the agent can proceed and request a replacement by submitting a ticket on JIRA (Replacement, Resend (JIRA) - Check Basecamp for updates).

For [Spark 40 OOW cases in CA, AU, UK], please request a corresponding B-stock unit for the replacement.

Logistics team should send out the replacement within roughly 2 days. The shipping information will be available in SKULabs. 

Forward the tracking information to the customer when available. Case can be closed. (END)