Caller Registering a Stolen Product

Topics:

• A caller is registering a product noted as stolen

Answer:

Steps to Follow:

1. Create an account documenting the phone number the call came in on even if not provided by caller.
2. Do not move the product to the new account.
3. Start a case on the new account.
4. Case Title = Liability-Stolen Unit
5. Case Description = Serial number(s) they called to register and any other information.
   • Document as much info as you can about what the caller is asking for and why they called.
6. Case Status = Notification
7. Case Type = Liability
8. Case Sub-Type = Stolen Unit
9. Escalate the case in D365. 
   • From Case Timeline, click + Escalation.
   • On Escalation Quick Create:
     1. Escalate To: Liability Team Email.
     2. Escalation Reason: Select. 
     3. Click Save and Close.

Liability Claims will contact the appropriate parties for any needed follow-up.