SIBI: Customer Options Email

SIBI: Customer Options Email

Once an order is created in SIBI, an automated email offering the replacement or buyout option is sent to the customer. The customer will be able to choose which option they prefer, which will in turn either submit the order or cancel the order depending on their selection.
Below are the steps to assist a customer with accepting either the replacement or buyout option if they call in with questions.

Replacement Option

  1. From the SIBI Options Email, click View Replacement.

  2. On the Product Details screen, review the replacement and click Confirm.

  3. On the Delivery Date screen, select a delivery option then click Review Order.

  4. On the Review Order screen, confirm the order information, read disclaimer, check the "I understand and agree" box, then click Place Order.

  5. Once Place Order has been selected, SIBI will automatically submit the replacement order and customer will be redirected to the confirmation screen.

  6. All order updates will sync to ServiceBench in the Service Job Comments and on the Part Line.

Buyout Option

  1. From the SIBI Options Email, select "No thanks, I want to claim my buyout of (amount)".

  2. On the Acknowledgement screen, verify buyout amount, read disclaimer, check the "I understand and agree" box, then click Confirm.

  3. Once Confirm has been selected, SIBI will automatically cancel the pending replacement order and customer will be redirected to the confirmation screen.

  4. All order updates will sync to ServiceBench in the Service Job Comments and on the Part Line.


    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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