Overview

Kazang devices are not immune to unfortunate events and in most cases do fall victim to theft from our vendors premises but in most cases are successfully recovered. Our Support Team will be required to assist our vendors through the process re-activating their devices to get them trading again, and in the same instance understand the sensitive nature of these cases when they are received into our contact centre.

In this article we will outline the required process steps to follow to ensure operational compliance when dealing with these requests.

 Stolen device activation/recovered process

• All requests around stolen and recovered devices must be received from a Fields Team representative/agent.
• In the event that the request for a stolen/recovered device be sent through by the vendor, you must forward all police documentation to the DS Admin of that region. 

(Under no circumstances should we advise the vendor to contact the sales rep themselves as a ticket must be raised to allow all escalation procedures to be followed)

• All requests for stolen/recovered devices must come through FreshDesk (FD) or FreshChat (FC)
• If a new /replacement device has already been issued to the vendor, you must arrange a collection for the recovered device.
• A picture of the front and back of the recovered device showing the IMEI number must be sent by the vendor.

Activating a Stolen/Recovered Device (Level 1 and Level 2 Advisors)

Locked status

• If the status of the device reflects as "Locked", this means that the device is locked to the Group under the respective Rep Code, however, the IMEI number for the device will still be active. You must only unlock the account.
  • All requests to unlock any device must come from the respective reps regardless of the group status
• If the group for the device has already been updated to "Stolen", the IMEI number will now be inactive.
• When re-activating the status of the device, always remember to update the both the device and IMEI number back to the Rep Code that reflected previously.
• Update the device status from inactive to active following the below steps:

Step 1 - Filter/Search for the vendors account

Step 2 - Select the Pencil Icon in the top row

Step 3  - Select the Status dropdown to update the status

Inactive Status

• If the Group on the device has already been updated to reflect "Stolen", the IMEI number will be inactive. You will now be required to change to status to "Active" to have the vendor begin trading again.
• Update the device status from inactive to active following the below steps:

Step 1 - Filter/Search for the vendors account

Step 2 - Select the Pencil Icon in the top row

Step 3 - Select the Status dropdown to update the status

Step 4 - Update the Group Name from Stolen to the respective Rep/Agent group

               (The Rep/Agent Group code will be provided by the agent)

Activating the IMEI Number

Once the group of the device has successfully been updated, you must re-activate the IMEI number for the vendor. This will now allow the vendor to begin trading once again.

Re-activate the IMEI Number on the device following the below steps:

Step 1 - Search for the vendor on CR using the IMEI in the filter

               (The IMEI number for all our devices can be located under the barcode label)

Step 2 - Select the (I) status icon which will redirect you to the Edit Shipment Devices screen on CR

Step 3 - Change the device status from ACTIVE to NEW (Always)

Step 4 - Change the device location to CLIENT VENUE (Always)