This article outlines the specific evidence requirements agents must request from customers when processing a complaint about a defective or malfunctioning disposable vape device. Having the correct documentation ensures faster resolution and supports the Quality Assurance team's investigation into potential product defects.
Evidence collection serves two purposes: it validates the customer's complaint for resolution purposes, and it provides the Quality Assurance team with actionable data to investigate potential manufacturing or batch-level issues. Incomplete evidence delays resolutions and reduces the quality of QA investigations. Agents should make the evidence request process as easy as possible for the customer.
For every vape malfunction complaint, agents must obtain the following minimum evidence before processing a resolution:
1. Photo or video of the device showing the malfunction (e.g., LED not activating, no vapour production).
2. Photo of the original packaging showing the lot number, SKU, and product name.
3. Proof of purchase: receipt, bank or credit card statement showing purchase, or retailer order confirmation.
4. Completed triage questionnaire answers (see KB-008 for triage questions).
If the customer is able to provide the following, it significantly strengthens the complaint and QA investigation:
- A short video (15–30 seconds) showing the customer attempting to charge and activate the device.
- The device itself, if the customer is willing to mail it in for QA inspection (instructions in KB-012).
- Details about storage conditions: temperature, humidity, travel, etc.
- Information about charger used, if the device has a USB charging port.
Some customers may have discarded the packaging or do not have a receipt. In these cases:
- If the customer can provide the product name and a photo of the device, accept this as partial evidence.
- Proceed with a goodwill resolution at the discretion of a Tier 2 agent or supervisor.
- Document in the ticket that full evidence was not available and note what was provided.
- Do not deny a complaint solely because a receipt is unavailable, especially for customers with a prior purchase history.
Customers may submit evidence through the following channels:
- EcoServe customer portal: attach files directly to the complaint ticket.
- Email: send to the support email address with the complaint ticket number in the subject line.
- Agent-assisted upload: agents may request the customer provide files during a live chat session.
All evidence must be attached to the Zoho Desk ticket before resolution is finalized.
Evidence files should be reviewed within 24 hours of receipt. If evidence is unclear or insufficient, agents should follow up with the customer within one business day rather than waiting for the customer to check in. Proactive follow-up significantly improves customer satisfaction scores.