Repairs

Non personalized items	Outlet items (DE)
We allow to repair the product twice for free in the first year of warranty.  After 2 repairs of a product, if the product is broken again a 3rd time during the 1st year of warranty, the customer can demand to return the product for a refund.	We do not offer repair for outlet items. The bag may have other defects that are not visible in the video or not mentioned in the title! * *info mentioned on product page:

EU REPAIRS

1. Request a photo of the damage/defect and the order number or invoice number

2. Check the order date in exitb (within/ without warranty period). If within 1st year warranty, repair is free. For 2nd year, we can offer repair for a fee set by the repairs team on the complain sheet.

3. Add description and photos of the problem to the table Complaint Sheet.

When entering details into the complaint sheet, always right-click and add a new row on the top of the sheet.

It is very important to mention whether it is within warranty or not. It helps to make decision for repairs.

4. Check the returns decision on the complain sheet and follow their steps.

“y” means: Yes, for repair.

“n” means: No, repair not possible. You can add a comment on the sheet to ask them for further info.
Repair/Returns team decision is final.

• If a product is not covered by warranty, and accessories or metal parts need to be shipped to the customer, the customer will be charged a fee. Returns team will determine the amount of the fee and note it on the complaint sheet.

• If the customer must send the article back to us:

If within guarantee = free return label.

If not within guarantee: Customer pays repair service fee first (ask Propa to make the Payment link in #cs-payment-links-cases). More info on how to do it here.

Once it’s paid, we provide a return label to the customer. More info on how to make a return label here.

Note: Repairs team will inform the currency in EUR always. Please make sure you check exitb and it should match that currency. For example, if CH order so currency should be converted from EUR to CHF and then request for payment link.

• When the repair has been done, you will be informed by the repairs department → inform the customer (give them the tracking number provided by the repair team -> use macro “Repair done”).

NON-EU REPAIRS

• applicable to UK, US, NZ, JP, NO, CH (currently on-hold, use normal EU repair process for now).

• offer local repair

In some situations, depending on the case history, you can offer a discount for the next purchase / partial refund / exchange to satisfy the customer.

→ double check with TL in doubt

How to tag Repair team in Complaint Sheet

To ensure that the repair team receives the necessary information and avoid delays, please be attentive to the color of the tag. Black tags mean they are not receiving the email information. The tag should be blue (desmonstrating full email).

Following this process will help repair team maintain a smooth and efficient workflow. Blue tags confirm that the necessary information is being transmitted, allowing them to proceed without unnecessary delays.

Example:

How to add the photos in specific rows

Click on the cell you want to put the photo in, and follow these 2 screenshots:

Choose the correct photo that you would like to upload:

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