BackMarket SAV Flow

All post-sales support communications are called SAV_groups in Backmarket's system. You should always respond promptly and courteously to end customers, as your buy-box eligibility depends on positive feedback from your customers.

Most interactions will be informational but if the interaction results in a return, Quipt has automated the entire workflow once input into your service request module.

The following is an explanation of the Quipt <> SAV automated workflow. 

1. If the customer is requesting a return, it must be manually created in Quipt. We are working on an automated exchange but Backmarket doesn't have an ETA yet.
2. Request is received by Quipt, and a message is posted.
   1. "We have received your return request. You have been assigned RMA#: XXXXXX. The reason for the return is the item is defective, and the expected resolution is a refund. We will post a message as updates are received.
   2. *NOTE: <Variations in the message posted exist per reason and resolution.>
3. Return shipping is created, and a message is posted.
   1. If the label is NOT attached, the message would look like: "Return approved. Please return item(s) to XYZ."
   2. If the label IS attached, the message would look like: "Return approved. Please affix the attached label to the package and drop off at any <CarrierName> location."
4. Return is received from end customer.
   
   1. "We have received your return. If everything meets our expectations, a credit will be posted to your account in the next 48 hours."
5. Request is closed by Quipt.
   1. "We have closed your request. You will receive a credit shortly."
   2. "We have closed your request. Your missing accessories have tracking assigned, and will be shipped via <CarrierName> on tracking number <TrackNumber>."
   3. "We have closed your request. If you feel this was in error, contact us again."

*NOTE: If there is no new activity for 30 days, we close the case automatically.