COMPLAINTS / COMPLAINT VIDEOS

1. Confirm Eligibility

1. Ask for proof of purchase (receipt or phone number for account lookup).

2. Check warranty timeframes (e.g., devices/kits typically 90 days).

3. Inspect the item for misuse or damage (water damage, cracks, etc.).

4. Customer must have the box or receipt.

5. Complete the Complaint Form + Video before any refund/exchange.

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2. Find the Receipt

Option A – Customer in system

1. Go to Sell → Sales History.

2. Search by customer phone number or name.

3. Open the correct sale → Print Receipt

Option B – Customer has box

1. On the side of the box there will be a code (eg. smok 0080021)

2. Go to Sell → Sales History.

3. Enter the code into the notes section.

4. If the sale was done correctly, the purchase SHOULD show up.

5. Open the correct sale → Print Receipt

YOU NEED TO HAVE THE RECEIPT FOR THE VIDEO FOR PROOF OF PURCHASE. NO BOX = NO RECEIPT = NO RETURN

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3. Complete & Record​

1. Go to https://jayden7662.freshdesk.com/

2. Click the + icon and select "Store Complaint Form"

3. Fill out the form

4. Record and upload a video of yourself describing and showing the problems with the product. You must test the product on the video eg. Showing two seperate pods do not fire or that the device does not charge.

5. Attach the complaint ticket # to the returned item and place it in the complaints drawer.

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4. Exchanges / Refunds

ONLY DO EXCHANGES / REFUNDS ONCE COMPLAINT TICKET HAS BEEN APPROVED.

• Find the original sale

  • Scan receipt in Sales History

  • Lookup customer account using their phone number

  • Find sale using code on the vape box

• Exchanges

  • Find the original sale, click Return Items

  • Add the replacement product and complete the sale.

  • If there’s a price difference, charge or refund the difference accordingly.

• Returns

  • Find the original sale, Click Return Items​

  • Add the customers account (type in phone number in customer section)

  • Click Pay

  • Click Store Credit to add the money to the store credit.

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IF CUSTOMER WANTS CASH / MONEY BACK YOU MUST EXPLAIN THIS IN THE COMPLAINT FORM DESCRIPTION. THE CUSTOMER WILL THEN RECEIVE THE MONEY BACK IN THEIR BANK ACCOUNT IN 3-7 WORKING DAYS.

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COMPLAINT VIDEO SCRIPT - 

“Hi, my name is [Your Name] from Shosha [Store/Location]. I’m here with a [product name] for a customer complaint. The problem is: [describe the issue]. Here is the device showing the issue: [demonstrate the fault on camera].”