No Charge Product Replacement Exception

Topics:

• What to do when a customer would like a unit replaced, under full warranty, and upgrading
• How to process a no charge product replacement (RMT) when customer is paying tax, delivery, and installation
• How to use the product replacement tool; how to complete an RMT ticket in Saleslogix
• Product Replacement tool does not offer override for products under full warranty
• Product Replacement exception

Answer:

The Product Replacement tool calculates no charge for products under full warranty.

Use the following process when you charge a customer for a product replacement and the product is under full warranty:

1. Create a Replacement Product Ticket in Saleslogix.
2. Use product replacement tool.
3. Negotiation step. Choose "Customer is responsible for additional charges."

1. Override a $0 replacement to include a pro-rate and/or tax, delivery, installation charges.
   • Enter price in adjustment fields.
   • Explain adjustment to this no-charge replacement.
   • Ability to override for affiliated and non-affiliated distributor replacements.
2. Charge for tax, delivery, installation.
   • Check appropriate boxes, based on your agreement with customer.
   • Appear for non-affiliated distributor.
3. Other special instructions for distributor.
   • Check boxes when applicable.
   • Note example: Please rush replacement due to circumstances.
4. Reimbursement/Prorate Amount SLX RMT ticket: Enter Pro-Rate $ Amount.