Zendesk Updates to initiate Warranty Request

This article provides the step-by-step process for Technical VAs and CS Coordinators to properly initiate and process warranty requests in Zendesk. 

Zendesk Updates to initiate Warranty Request

1. Technical Support – Initial Ticket Handling

When receiving a customer inquiry that may lead to a warranty claim, ensure the following details are updated in Zendesk:

• Ticket > Country: Select the correct country.

• Requester > Complete Contact Details: Verify the customer’s full name, phone number, and email address are correct.

• Swann Product Model: Record the correct product model.

• Root Cause: Select the appropriate reason.

  • Important: Do not select Specification Inquiry, Settings/Software Setup, or QSG/Manual.

• UID/MAC Address: Mandatory if the case involves a recorder or standalone Wi-Fi camera.

Apply Macro (choose one depending on case):

• More Info (In-Warranty) AU UK US CA

• More Info (OOW) AU UK US CA

• More Info (In-Warranty) NZ

• More Info (OOW) NZ

• Japanese Support

• Taiwan Support (.TW)

 Running the macro will automatically tick Warranty Check in the ticket.

2. CS Coordinator – Warranty Verification and Case Completion

Once the ticket is escalated:

• Verify warranty coverage.

• Ensure all required customer and product details are complete.

• Coordinate with RA team/warehouse once confirmed.

Apply Macro:

• Warranty Template

Required Case Information:

• Proof of Purchase: Receipt, Swann store order number, or purchase date with receipt link.

• Device Serial Number: Mandatory if the issue is manufacturing-related.

• Customer Address: Must include Street, City, State, and Postcode.

Tagging the Case:

• Tick RMA/spareparts to endorse case to RA team.

Available Macros (depending on resolution path):

• Advance Replacement / Refund without Return

• Print and Send RMA Form

• Print and Send RMA Form ADVANCE

• NZ RMA Form (less than 1 year)
  
  

If the item requires return:

• Apply Email: RMA Form macro.
  
  

Automatic Updates After RMA Sent:

• RA initiated: Auto-ticked once RMA form and instructions are sent.

• SAP order: Ticked after SAP processing (for AU/CA/US; automation pending).
  
  

RMA Case Details to Add:

• Quantity: Number of items for RMA.

• RMA Comments: SKU of replacement item(s) based on available inventory.

3. RA Coordinator – Order and Return Handling

The RA Coordinator is responsible for finalizing the replacement or refund process.

• Create Sales Order and Delivery Report in SAP.
  
  

Case Updates:

• Return Received: Mark once the returned item arrives at warehouse.

• Shipped: Mark once replacement has shipped (must include tracking number).
  
  

Swann Security Portal Updates:

• For Advanced Replacement (recorder or standalone camera):

  • Mark original device as Faulty.

  • Unpair from customer’s account.

• For Refund without Return: 

  • Mark original device as Faulty in the portal. 

Summary:

This workflow ensures all warranty requests are handled correctly from Technical Support through CS Coordination to RA processing. Following this process guarantees accurate warranty validation, smooth RMA handling, and timely customer updates.