Customer Service Policies: Additional Orders and Replacements - ER

Ordering Additional Equipment

Guidelines:

• Value Plan

  • The customer must pay upfront for any additional equipment.

• Economy Plan

  • You can only add to the equipment balance within the first 15 days of service. After that, the customer must pay upfront for the equipment.
  • When adding to an existing Economy Plan, if the cost is more than the dollar limit for that package (i.e. $415 at retail) the customer must pay the difference.

• Data Entry

  • You cannot add to the order, EXCEPT as a separate order through the "Customer Orders" screen.

Additional Information:

Shipping Fee - Flat $5 charge

Shipping Time - 2-7 business days

 

Equipment Pricing Table 

The equipment pricing table is for all existing customers purchasing additional or replacement equipment.  

Take Note:  

• Special Circumstances and De-Escalation Discounts - Equipment discounts should be saved for special circumstances or in an effort to de-escalate the customer. TL approval is required before an agent can offer a discount greater than 30%. 
• Customers in their Initial 60-days - If any customer wants to order additional equipment within their first 60 days, they will qualify for the equipment discounts currently being offered on the website. After 60 days, all equipment will be full price.  
• First Responder Discount - First Responder discount customers do not qualify for any discounts after their initial purchase, they must always pay full price for any additional equipment. 

Equipment Type	Regular Pricing	30% off No Approval Required	40% off TL Approval Required	50% off TL Approval Required
Panel	$249	$174.30	$149.40	$124.50
Door/Window Sensor	$15	$10.50	$9	$7.50
Motion Detector	$30	$21	$18	$15
Glass Break Detector	$35	$24.50	$21	$17.50
Smoke Detector	$95	$66.50	$57	$47.50
CO Detector	$80	$56	$48	$40
Flood Sensor	$35	$24.50	$21	$17.50
Key Remote	$25	$17.50	$15	$12.50
Medical Button	$20	$14	$12	$10
Eufy Doorbell Camera	$99	No Discount	No Discount	No Discount
Eufy Outdoor Camera	$129.99	$90.99	$77.99	$64.99
Eufy Indoor Camera	$100	$70	$60	$50
Cove Sign	$15	$15 (no change)	$15 (no change)	$15 (no change)

 

Ordering Additional Equipment - Active Account 

When possible, have the order done via customer portal instead of over the phone. (Additional Order - Portal) 

A confirmation email will be auto-sent to the customer the moment the order has been approved in Pando. This creates a documented paper trail that will safeguard Cove if someone tries to dispute the transaction. 

Additional emails will be sent with the tracking information and the date of delivery.   

In cases where a customer opts to have the additional order processed over the phone. Follow the following steps: 

 

Creating the Order in Pando 

When looking at the customer's account in Pando, click on the black actions arrow in the upper right-hand corner. Click on the option that says, "Customer Orders" 

Additional Order Process Video Reference 

Placing the order: 

1. Select the equipment pieces and quantity that you want to order, and complete the fields to the right.  
2. Check with the customer that the shipping address is correct before completing the request.  

If this is a replacement shipment of any kind, always select "signature required" to ensure that the customer received the replacement equipment. 

Determining the correct billing:  

1. For replacement orders of lost/missing or faulty equipment covered under warranty - select “Bill to Corporate”. 
2. If the customer has a Cove Credit Balance, remind them of the balance and ask if they would like to use it today.  

There are 2 ways customers can redeem their Cove Credit Balance. 

• They can go through the portal and check out themselves.   
• We can help them redeem their credit through Pando.
  • Subtract the credit balance amount first:
    • Select the “Custom Fields” pencil icon 
    • Find “Cove Credit Balance” 
    • Manually calculate the amount being subtracted and update the box. 
    • Select “Save” 
  • Create the order and select “Bill to Customer” 
  • Take a one-time payment for only the $5 shipping fee. 
  • On the Invoice for the GL name, select “Postage Fee”. 

Reminder: The credit balance cannot cover shipping fees, so on both the Portal and Pando, the customer will still be billed $5. 

Additional orders only ever use the following GL names with invoices: “Sales Upgrade” (for whatever they paid for equipment), “Postage Fee” (for whatever shipping they paid. Always just a flat price of $5) 

 

Selecting an Order Reason 

Please review the reason definitions so you can accurately disposition the order. 

Note: If an order is delayed/not shipped and a new order needs to be placed, agents should review account notes and select the same order reason as the ORIGINAL order. 

1. Camera Damage - The camera was physically damaged in transit, during installation, or once installed. 
2. Camera Failure - Camera not working due to internal issues (not connecting to WiFi, battery not charging, camera not powering on, etc.) 
3. Equipment Exchange - Customer ordering new equipment in exchange for returning equipment. 
4. Accessory Equipment - Accessory equipment such as power cords, batteries, tape, magnet spacers, yard signs, stickers, panel mounts, etc. 
5. Retention Save - Equipment offered to save a customer (approved by your Team Lead). 
6. Missing Equipment - Equipment was missing in a previous order, either when placing a Customer Order or not put in by the Warehouse.  
7. Panel Communication Failure - Panel offline and/or signaling Panel Communication Failure. 
8. Panel Damage - The panel was physically damaged in transit, during installation, or once installed. 
9. Panel Firmware Failure - The panel not working due to firmware issues (power issues, false alarms, etc.) 
10. Purchased Equipment - Customer purchased new equipment. 
11. Warranty Replacement - Equipment replaced under warranty (12-month or Lifetime). 

 

Tracking information 

If a customer requests tracking for their additional order, it can be found here or in the tracking email that is auto-sent once the order ships out from the warehouse: 

If an order has been created and approved for over 5 days and still not shipped, contact your Manager or Team Lead and they'll help you further investigate.                                                                                                                                                                                                                                                             

Team Lead and Manager Process: 

In the case of escalated situations, team leads or managers should check the Fulfillment queue. 

1. If it has NOT been more than 5 business days and the order appears to be near completion - no further action is required.
   • Inform the customer that the order will ship soon and allow for Memphis to be fulfilled. 
2. If it has been more than 5 business days and there is no update on the order being fulfilled - team leads or managers should fill out the Additional Order Expedition request form.
   • After you fill out the form, from your personal email (not the support email) email brayden.t@covesmart.com or jessyl.beltran@covesmart.com 

 

Adding Equipment to a Customers - Economy Account 

(Within 15 days from the initial order) 

1. Check to see what the customer's equipment cost was on the order, make sure that this is within the limit for the Economy plan (Retail = $415) - If the equipment takes the equipment balance above that amount, they will need to pay the difference. 
2. Place the order as instructed above 
3. Send canned response (Add to Original Order-Economy)   

 

Ordering Additional Equipment – Portal Process 

1. Go to the equipment tab. Click on “Buy Equipment.” 
2. If you have Cove Credit, you can use that credit toward the purchase. If you want to use it toward the current purchase, select “Apply my current equipment credit balance of $xx to this order.” (Please note this option will only appear if you are on the Plus plan. If you are on the Basic plan, skip to step 3.) 

   

3. Choose your desired item and select the quantity. Go to the bottom of the page to see your final checkout price. When you are ready to check out, click “Review Order." 

   

    
4. On this page, you will:
   • Review the equipment in your order. 
   • Confirm that the shipping address is correct or edit it as needed. 
   • Choose the credit card you would like to pay with. If you need it on a separate card, click on “Change payment method” and fill out the required information. 
   • When all the information is filled out and you have verified that everything is correct, click on “Complete Order” to submit the order. 

     

   • Once the order has been processed, a confirmation email will be sent to your email shortly with detailed information on what was on the order and when to expect it to arrive. 

Warranty 

Limited 1- Year Warranty 

Cove’s limited warranty is offered as part of the Cove Basic Plan. To qualify for this warranty, you must have bought your security system directly from Cove, or from one of our approved distribution partners. This warranty will last one (1) year from the date of purchase. It covers any defects in materials and workmanship of the equipment and does not cover battery defects.  

Cove is not responsible for any damage to the customer's home or other property resulting from the installation or use of the home security system. 

Cove reserves the right to the final decision on whether or not a piece of equipment should be replaced under the limited warranty. Customers must return defective equipment to Cove to receive a replacement covered under the warranty. Failure to return any defective product after a replacement has been sent out may result in being charged for the replacement part. 

Limited Lifetime Warranty 

Cove’s lifetime warranty is the same as the limited 1-year warranty, except it covers the duration of their time as a Cove customer. The lifetime warranty is only available to Cove Plus Plan customers. 

Take Note: Cameras only have a 1-year warranty whether the customer is under the Basic or Plus Plan.