Guest Reporting Home Damage

Included in this article:

1. Overview
2. Guest Claiming Home Damage within 48 Hours, but not Documented by Drive Team Procedure 
3. Service Desk DTR Ticket Example 
4. Guest Sending in Photos for Review 
5. Guest Sending in Photos Procedure 

1. Overview

At times, our guests will contact Guest Care to report home damage claims. These claims need to be reported within a 48 hour timeline, for consideration of the claim to be reviewed by the transportation management team. Package AI should be reviewed to see if any documentation was made by the drive team prior to making a new claim for assessment. 

2. Guest Claiming Home Damage within 48 Hours, but not Documented by Drive Team Procedure

Use this procedure when a guest is claiming home damage within 48 hours, but not documented by drive team: 

1. Open a new Storis screen Enter a Service Order 

2. Click on the Add icon to generate a Service Order number 

3. Enter the Customer Code in the Customer Number field 

4. Enter the Sales Order Number into the Original Order field (do not include asterisk & numbers) 

5. Enter JK13 into the Coordinator Code field 

6. Click on the Merchandise tab 

7. Click the box of the item the guest is claiming, caused the home damage 

Note: If the item that caused the home damage, was also damaged during the incident, we would select any other item from the sales order, that has no current damages or concerns to be the line item on the CSO.

8. Enter TDG into the Problem Code field  

9. Provide a detailed description of the home damage in the Add Text field 

       § Where within the home / outside the home? 

       § How big is the damage? 

       § How many scratches/gouges/nicks etc./ are there? 

       § If flooring is damaged, what type of flooring is it? 

10. Click on the green checkmark once done 

Note: If we need to add additional items to the CSO that pertain to the same Sales Order number, this is where we would repeat steps 7 to 10. If no further items need to be added to the CSO, simply click Save. 

11. Enter HDP in the Service Status field 

12. Enter NONE into the Technician field 

13. Click Save  

14. Save photos to the Service Order 

       § If we have Photos, complete the below process, and go to continue to step 15. 

             i. Go to the Customer tab 

             ii. Select Actions, choose Add Attachments  

             iii. Upload the photo of damage 

             iv. Add name of photo as ‘Home Damage Photo’ 

             v. Press Save 

         If we do not have photos, request for the guest to send them to us (See Guest Sending in Photos for Review SOP) 

15. Submit a Service Desk ticket under the DTR category to have this guest claim reviewed with the appropriate team (transportation or repair).  

        § Transportation Home Damages you would choose  

        § You will need to fill out all fields with an asterisk 

        § You will need to enter your email into the ‘Emails to Notify’ field 

In the body of your Service Desk request you would need to include the following details:

§ Sales Order Number

§ Guest statement (how was damage caused) 

       § Description of damage (description of placement and damage) 

       § Guest request (what is the guest requesting) 

       § Pictures to be attached, if available at that time

16. Click on the Customer tab 

17. Scroll to Service Date and select any date from the calendar. Status remains as Estimated 

18. Set Next Date to 2 business days away from today’s date 

19. Refer the guest to send pictures of the home damage through Eva for documentation and review 

20. Click on Actions > select Audit Comments Log > select Update Comments. Add your notes as per below:

      EDUCATED GUEST THAT HDP WAS NOT DOCUMENTED BY DRIVE TEAM AS PER DISPATCH TRACK / PACKAGE
AI AND SIGNATURE STATED NO ISSUES AT TIME OF DELIVERY, HOWEVER GUEST IS ADAMANT TDG CAUSED 

      THESE DAMAGES. SENT IN DTR TICKET (Insert ticket number) TO REVIEW WITH TEAM AND DETERMINE IF WE 

      ARE ACCECPTING RESPONCIBILITY OF THIS CLAIM. GUEST TO SEND PHOTOS VIA (insert method) 

21. Press Save 

22. Press Exit 

23. Press Save twice

3. Service Desk DTR Ticket Example

4. Guest Sending in Photos for Review

When a guest is claiming home damage after the drivers have left, we will require for the guest to submit photos of the accused damage. TDG will require a close up and a back drop photo to have a better understanding of the damage being claimed. Guests are able to submit their photos via Eva, online chat, or through email. 

Should our guest want to send us an email with these photos, the below addresses can be provided:

Dufresne Furniture Guest @ Service@dufresne.ca     

Ashley Furniture Guest @ Service@ashleyhomestore.ca    

• The guest must include their Service Order number when sending in the email, so we are able to connect the photos them to their claim. 
• The guest is able to send 1-2 pictures per email due to size limitations in our database. 

5. Guest Sending in Photos Procedure

Use this procedure when a guest is sending in photos of home damage: 

1. Confirm which method guest will be sending photos through for our review 

2. Update the Audit Comments Log of the CSO with these details 

3. Enter JK13 into the Coordinator Code field  

4. Set Next Date for 2 business days away from today’s date 

5. Set Last Date for today’s date 

6. Save out of the Service Order