How to locate and track open RI Claims
Per the Game One Returns Policy, a customer has 30 days to return product for credit (on approved returns). After keying in an RI Claim to return items, it is important to track open claims to ensure the customer promptly returns the items to receive the credit.
Follow these steps to track open RI Claims:
- Open Customer Claims Status Inquiry
- Search for RI Claims (uncheck the other claim types)
- Filter the "entered by" column for your user ID (if this column isn't showing, use Column Management to add it)
- Sort by date
- Check the return label tracking by clicking the Order Inquiry tool on the toolstrip
- From there, click ARS Tag from the hamburger menu/toolstrip.
- Copy the tracking number, open UPS.com and paste it into the tracker field.
If the tracking shows returned, but the claim is still open, reach out to the Returns team (returns@game-one.com).
If the tracking has not yet been used, reach out to the customer to remind them to return the product to receive their credit.
Handling Special Scenarios
- The customer decides to keep the original items –
- The AM will cancel the RI claim and work with the rep/customer to obtain a new PO number (when required) for the replacement order. Once received, use the Change Order tool to update the PO number and notify the BA that the new order can be invoiced.
- The rep picks up the items and does not return them –
- The AM should re-generate an ARS tag and send it to the rep.
- If the rep still fails to return the items or decides to keep them as samples, the AM will edit the RI Claim and change the action code on each line to “MA”. This will create a credit for the customer that can be applied to the replacement.
- The AM will enter a REPCHARGE order for the COGS on the original order.