Customer registers the warranty case in their Galaxus customer account. Customer needs to contact you. Your contact number will be displayed to the customer. Customer will receive shipping instructions, as well as your address information for after sales processing. Once the package is received, you set the service case status in the Customer Management Interface (CMI) to «In Process». To change the status in the CMI, follow these instructions:
WebEDI (CMI) for suppliers You check to see if it is a warranty case. It is not a warranty case: You can return the package or find an alternative solution bilaterally with the customer. If you do not process the case further and do not offer the customer an individual solution, such as a repair with costs, they set the status in the CMI to «Obsolete». It is a warranty case: You find a solution bilaterally with the customer. You transfer the credit note to the customer (exchange bank data directly with the customer), initiate the replacement delivery or organize the repair.
After they have solved the case, they need to adjust the status in the CMI according to the solution. The following options are available: Full Refund: They select this button if they are resolving the warranty case with a credit memo. They have made a credit note to the customer in the amount of the original sales price. Important: Clicking on the button does not trigger an automatic payment to the customer. You must take the bank information directly from the customer and make the transfer manually. Partial Refund: They choose this button if they solve the warranty case with a partial credit. They have refunded part of the sales price to the customer. Important: Clicking the button does not trigger an automatic payment to the customer. You must take the bank details directly from the customer and make the transfer manually. Product Repaired: Select this button if you want to solve the case with a repaired product. Product Replaced: Select this button if you want to solve the case with a replacement product.: WebEDI (CMI) for suppliers
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