Cancel a Product Replacement Process

Topics:

• How to cancel a product replacement, pro-rate, new product reimbursement, buy back offer
• What to do when customer decides to keep a product and product replacement offer was sent?
• Who to contact regarding cancellation of a replacement through the product replacement tool?
• Who contacts the distributor, installer when a product replacement is canceled?

Answer:

To cancel a product replacement:

1. Open the Product Replacement Request Case in D365:
   • Click Product Replacement.
   • Add a note to the product replacement tool indicating reason for cancellation.
2. Go to Case.
3. From Case Timeline, email Field Partner Support Admin:
   • + Email.
   • To: Field Partner Support Admin.
   • Click Insert Template.
   • Select CS Case Collaboration.
   • Email Content: Enter a note before the populated information indicating that customer is keeping the product - please cancel product replacement.
   • Click Send.
4. Resolve Case.
   • Enter supporting details as needed.

Field Partner Support (FPS) staff will cancel the replacement in the product replacement tool and alert distributors and installers of cancellation.