WHAT TO DO WITH RMA IF CUSTOMER NO LONGER REQUIRE THE PART

If customer advise they just no longer required or car is total lost or written off, check the note in customer's account in Pinnacle (F3) first.

See if there is a note "WONT PAY FOR FREIGHT EVEN IF THEIR FAULT" and if there is just continue creating RMA as normal.

You need to ring customer just to tell them that we are paying the freight cost to courier.

AWAITING NEW SAMPLE TO CREATE NEW VIDEO -GLENN 06/03/20

OLD VIDEO INSTRUCTION

If there is NO note about "WONT PAY FOR FREIGHT EVEN IF THEIR FAULT" then you have to call customer to ask "Who would pay for freight?"

POSSIBLE SCRIPT

It's ok it happen sometimes and we're happy to get the part back but may we please ask who would pay for freight?

Coz we paid the courier to send the part to you and we have to pay them again just to get it back.

So just wanted to know who would pay for the freight cost?

SAMPLE CALL 1 - Asked customer if they can pay for freight

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