Client received a defective item

If the customer receives a defective item: Obtain details, specific book, etc., add to ticket. Reassign to SCA facilitator, status Urgent. Inform the customer that SL will replace the defective item and ship it out as soon as possible; tell them if there is a problem, SL will contact them directly. Let customer know that no one will call or email unless there is a problem.

The only current exception to this is Artskills Sculpt Today, if the sculpted items are damaged, they are to contact Artskills directly at 800 552 3729.

Dive CD returns Genesis Science has requested that all customers contact: Sales Manager: Beverly 936 372 9330

She can help them install it correctly or handle the exchange. The following Refund Policy is on each and every CD.

Refund Policy: DIVE CD's are not refundable for any reason. CD's that are damaged upon receipt or are not working properly will be exchanged for the same title CD. BEFORE opening the CD, please be sure you have the correct version (Windows or Macintosh) and the same edition CD as the Saxon textbook you will be using with the CD. CDs that have been opened cannot be exchanged unless they are not working properly. If you need to exchange a CD for any reason you must speak to Beverly at 936-372-9330 within 15 days of purchase. A receipt will be required.

Exchanging readers only from a package (from adv to reg, reg to adv) If the customer ordered a package and has now decided they need the other readers (k - 3), the procedure is:

  1. Don't return entire package, just return readers & LAIG.
  2. Include note with return requesting no re-stocking fee/authorized by customer advisor (you have permission to authorize in this instance).
  3. Tell customer to go ahead and order correct items online.
  4. Credit will be issued to credit card (if they ordered via credit card on the first order) when SL receives the return; if customer wants to know exact amount of return before they receive credit card statement, they can add a note requesting SL call with the amount; if they want the amount before they return, refer call to SL (they refund only amt paid, not total cost).