Warranty exchange steps: In-Store

The device must pass the device condition check to qualify for an exchange, with no liquid or display damage, and the anti‑theft must be disabled.

1. Review and answer the Device condition checks questions with the customer and select Submit Answers. 
   • For Apple devices, Find My must be disabled prior to initiating the exchange, returning the device to the warehouse, or visiting a store to pick up the replacement.
   • Failure to verify these at time of order may result in exchanges being denied at the store or out of warranty fees charged to the customer when the device is received back at the warehouse.
2. Select the Failure Reason, Frequency of Issue in the corresponding drop downs, and enter details into the "Failure Information and Troubleshooting Steps Taken"text box. Be specific this information is used to work back with our device manufacturers on device quality. 
3. Select Continue to move to Fulfillment program.

1. Review the details associated to the order with the customer.
2. Read/explain the Order Terms to the customer. This will ensure there are no surprises and will reduce the chance of an exchange being denied or Out of Warranty/Non-Return fees being charged. These are:
   • Replacement device
   • Estimated shipping dates and fulfillment location
   • Exchange Cost
   • Defective device condition expectations
   • Returning the defective device
   • Pickup expectations
3. Select the checkbox, after the customer acknowledges the "Order Terms" and select Place Order. A summary of the order will be displayed along with the order number. You have now completed the replacement order.

1. Select View Warranty Orders.
   1. On REMO, select View Device Dashboard in the "Pricing" tile.
   2. Toggle to line level and select Manage Warranty Orders in the "Warranty info" card.
2. Choose orders to be canceled and select Cancel Warranty Orders.
3. Select the box next to the order you want to cancel.
4. Select the Reason For Cancellation from the drop-down menu.
5. Select Continue. Once the order has been canceled, place replacement device in the returns bin and send back with your weekly returns utilizing the standard TIMO return process.

1. Select the Select Warranty Orders to be canceled radio button.
2. Choose orders to be canceled and select Cancel Warranty Orders.
3. Select the box next to the order you wish to cancel.
4. Select the Reason For Cancellation from the drop-down menu.
5. Select Continue. Once the order has been canceled, keep the Warranty Exchange replacement device in the sealed gift box and place in the returns bin.
   • Make room for the Warranty Exchange replacement sealed gift box in the Ship It Right box by removing the inserts.
   • Send back with your weekly returns utilizing the standard TIMO return process.
   • Other cancellation reasons include:
     • Customer changes mind at time of pick-up
     • Incorrect device is shipped
     • Device is DOA.

The Order Lookup Tool provides all warranty exchange order details.

• If customer mobile Number or Account Number are not known, use the Warranty Exchange order number as the search option.
• The Warranty Exchange order number can be found in the lower left section of the shipping label (the order number starts with an S).

Steps:

1. Search for the customer's warranty exchange order.
2. Select View Order Details.
3. Select Cancel Order.
4. Select Cancel Reason > Continue.