New Claims Request Enhancement!

Agents will continue to submit claim requests in the same manner by logging into the Agile portal and navigating to the Claim Request application from the Post Sales menu

After initiating a claim request, the agent should enter the required claim request header information (e.g. Service Team, Application Type, Description of Issue, Contact info, and Reason codes).

Next, the agent should enter their order information and select the line(s) where the defect has occurred.

After selecting their order line(s), the agent will see the additional questions in the Product Details section of the Claim Request page as shown below:

The following rules are applicable for this enhancement:

• The agent must still enter a quantity rejected per line
• The additional questions will only appear for reason codes: Product Performance and Lighting Fixture Option Not Working Properly
• The additional questions will appear per order line selected
• Some questions may require a date, an option from a list, or a short answer response
• The agent can select the Same as above link if their responses are the same for each line item (if using the Same as above link, you must select it for each line item)
• Answers to the questions are currently optional. As mentioned earlier, on Monday, November 2nd some of the questions will require a response in order to submit a claim request

After the claim request has been submitted, the agent can view the contents of their claim along with the answers provided to the additional questions by clicking on the Request number hyperlink on the main dashboard. The Claim Request inquiry page will appear.

Please Note:

Q & A sessions will be held per schedule below.  A member from your RPS team will be on the call at the designated slot. If you are unable to call-in during your Region slot, you may call in on any other time slot below.

USA Toll-Free:

1-888-651-5908

Access Code: 1586619

Wednesday, 10/7/15

10:30 am – 11:00 am ET      Region 2        WRDC, SWDC, MWDC

1:00 pm – 1:30 pm ET         Region 1         WRDC

Thursday, 10/8/15

10:00 am – 10:30 am ET      Region 3         MWDC

2:00 pm – 2:30 pm ET          Region 4         NEDC

2:45 pm – 3:15 pm ET          Region 5         SEDC

3:30 pm – 4:00 pm ET          Region 6         SWDC

*Please note times above are Eastern Time; please adjust accordingly.