SR Fail to Intercept (Non US) OLD

# SR - Fail to Intercept (Non-US)

> Fail to Intercept - Return (Paid by PG) & Refund

### 1 - Inquire about basic info Once confirmed the customer has received the order that was requested to be canceled, insert Macro: [Service Center] SR (PG pay). Insert the correct country in the email subject. Submit as pending. 

### 2 - Fill out a SR request Once the client replied with all the requested information, fill in the PG RMA Form:

1. ‘Service Type’ = SR. 2. ‘Accessories for SR’ must all be filled in according to the Shopify order.  3. ‘Return Reason’ = Fail to Intercept. 4. ‘Warranty Service’ = Refund. 5. Fill in all address details accordingly.

### 3 - Request submitted, awaiting return label Once submitted, the service center will send the return label to the agent’s email. Agent can monitor the case status via each service center/region’s RMA Form (SR tab).

Reply the ticket with a heads-up, for example:

> Thanks for providing the information. 

> I will keep you posted for the call tag/shipping label to return your package. Please wait for further notice. Thank you.

### 4 - Offer return label Service center should send the return label directly to the agent’s inbox within 3 days. ‘Inbound Tracking Number (warehouse only)’ and ‘Current Status’ should both be updated accordingly.

> If no label shows up within 3 days, please reach out to Anya Lien

Once received the return label, use macro “Return Label” and forward all related information & return labels (attached to the email) to the client. 

Make sure to provide the correct RMA number (auto-generated when submitted). Submit as ‘Pending’.

### 5 - Check the TRK# for the returned package Check the tracking with the corresponding carrier. Once the package is on the road, contact the customer and mention the following:

> We can see that your package is on its way back to our service center. Please be advised that once our service center has received and verified the package, we’ll issue the refund ASAP. Please wait for further notice. Thank you.

### 6 - Check the status of the received package Check the tracking with the corresponding carrier. On the ETA of the returning package, check the RMA Form to verify if the service center has received it. 

#### Missing Items If ‘Case Status’ is updated to ‘Missing Items’, it means there’re missing item(s) according to the form. Service center will address what’s missing in ‘Warehouse Notes’. Agent shall contact the customer to further verify the missing item before proceeding.

#### Ready for Warranty Service If ‘Case Status’ is updated to ‘Ready for Warranty Service', the agent can proceed with the Refund Process - Check Basecamp for updates to refund the order. (END)