1. Description
Follow this procedure when the customer has TV equipment to be returned and requires help with creating the return request online. Note: You can either step the customer through these instructions, or you can create the return on behalf of the customer.
Who
All agents can create an equipment return booking.
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2. Tasks
- Go to foxtel.com.au/return.
- Select which box the customer is returning.
- Enter the customer's street name and suburb in the required fields.
- Select a return option.
- Ask the customer if they have suitable packaging. Suitable packaging is a box that will protect the STB during transit. Customers should not use postal bags or large boxes where the STB could move around during transit. The box the STB arrived is an ideal packaging to return it in.
| If... | Then... |
|---|---|
| the customer has suitable packaging | select I have packaging and continue below. |
| the customer does not have suitable packaging | select I need packaging and continue below. |
- Click Continue.
- A list of locations will populate based on the customer's home address. Select the most convenient location and click Continue.
- Fill out the required fields and click Continue or Complete My Booking.
- The return booking details will be displayed onscreen and the customer will also receive an SMS and/or email with the information. Note, the equipment must be returned to the location selected via the return’s portal.
Note: If the customer has chosen Australia Post for their equipment return, ask them to allow 1 hour for Australia Post return labels to be ready for use at the post office. The reference number or code they're given will be valid for 60 days.
End of procedure.
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