Food Loss Reimbursement

Topics:

• Customer requesting reimbursement for food loss due to product failure
• Customer request monetary compensation for oven not cooking food properly
• Customer requesting reimbursement for prescription loss

Cause:

• Product failure, resulting in temperature issues while in warranty

Answer:

1. Educate the customer on the food loss process.
   • "I can certainly understand your frustration. Though not a warranty issue, I would be happy to consider your request for reimbursement. I will send you a letter detailing the information you can provide to us so that we can further review your food loss request. Let me confirm your contact information."
2. Create a case to document the request for food loss reimbursement.
3. Create and send Food Loss Info letter to customer.
   • If customer is requesting $750 or more, please review with a supervisor.
   • If a customer requests more than $1,000, it will be turned over to Liability for handling.
   • See also, Liability or Damage Claim Process.
   • The food loss letter says to get a copy of the invoice showing that service fixed the problem. We strongly recommend that FCS does the repair, but non-certified service is acceptable.
4. If reimbursing the customer, then create the necessary case for Food Loss Reimbursement.
   • Refer to Customer Reimbursements.
5. Create and send Reimbursement - Food Loss letter to customer.
6. If the customer requests a physical copy of the letter, email [email protected] and request they mail it.

IMPORTANT Account Information:

• The check will be mailed to the primary address and primary contact associated with the customer’s account. 
• Make sure only one first name and last name is listed on the Contact.
  • On the Account Summary page, a Primary Contact must be selected.