What should I do with used glass components when sending my vape in for repair? Should I clean my vape first?

Do not send us any used glass components when sending in your vaporizer for a repair service. We legally cannot return these items to you without cleaning them extensively. If we receive any used or dirty glass components with your vaporizer we will notify you and offer to either clean and return the piece for an additional fee, or to dispose of the piece.

You should also try to clean your vaporizer as thoroughly as possible before sending it into us for a repair service. Remember that cannabis residues and other plant residues are not legal to ship in the mail, even if they are legal to use in your state or country. We take this very seriously, and if your vaporizer has noticeable plant residues we will not be able to return the unit until the unit has been cleaned, in which case we may charge an additional cleaning fee.

When sending in your vaporizer for repair, remove all of the glass components (including the knob) and thoroughly clean the unit with a minimum of 91% isopropyl rubbing alcohol. If in doubt, a smell test can always tell you if there are residues still remaining.

How Do I Set Up a Vaporizer Repair Order?

  1. Have the customer register the vaporizer if they haven’t already done so. They must register by clicking the ‘Registration’ link or the ‘Register Now’ button on our Warranty page. If the customer is on the phone, we can file the warranty registration for them. 
  2. Have the customer file a claim for the repair service using the proper form online (click the ‘file a claim’ button on the Warranty page). If the customer is on the phone we will file this for them.
  3. Offer the customer a repair kit and instructions, or offer our mail-in repair service.
  4. Never ask customers if they prefer to mail the unit to us themselves, it is better for us to provide a return label to the customer so that we can keep track of the shipment.  If a customer has already mailed their unit in, go through all these steps (without creating a return label) to ensure proper filing.
  5. Open a ticket for the customer’s repair service on BigCommerce.
    1. Choose line item ‘Warranty Repair (choose device)’. It will automatically populate to have a dollar amount.  If the vape is covered under warranty change the price of the service to $0.
    2. The initial shipping amount will be the cost of the return label, you can get this by running a quote on ShipStation (click the calculator icon at the top of the page).
    3. Advise the customer that a ticket has been opened and that any emails about this ticket are not a request for payment. Once the item has been repaired, the order will be updated to reflect the amount due. If their unit is out of warranty the cost will be the $30 repair fee plus shipping costs. If the unit is in warranty then we will only charge for shipping costs. 
  6. Inform the customer via email or phone that they must remove all of the glass components from their vaporizer, and if the vaporizer is dirty it should be cleaned with alcohol before being shipped to us. Shipping carriers will reject any package that has a noticeable smell of cannabis. If we receive a dirty vaporizer we will charge an additional cleaning fee. If we receive dirty glass components they will be thrown away and the customer will have to purchase these components again unless they already have spares.
  7. Prepare a return label for the customer and email it to them from your Elev8 email address. Do not automatically email the label to the customer from within ShipStation as we have no way to verify that they received the email.
  8. Customer service processes the return upon arrival, and when ready the unit is taken to the warehouse production team to begin the repair service.
  9. Shipping notifies customer service when the repair is complete and ready to be shipped back. 
  10. Customer service contacts the customer to upsell, discuss the service costs, and to collect payment for the service, shipping, and any additional fees.
  11. Once payment has been collected, the unit is taken to the shipping department to be shipped back to the customer.

Can we take multiple payment types for a single order?

At this time our system does not allow for more than one type of payment, until this gets fixed or if anyone calls asking for help this is what is to be done:
1. Have them place the order and choose “Wholesale call back” for the check out option.
2. Either send the appropriate number of invoices through authorize.net for them to pay or take the card numbers over the phone using the virtual terminal.
3. When placing the order number on multiple transactions please label with a -1 or the sequence number. For example 80045236  for transaction number 1 and 80045236-2 for transaction number 2.

What do I do if a product has the wrong image in Elev8.One?

If you see a product in Elev8.One that has the wrong image, first try to replace it with the correct image! All of our product images can be found in “newmediaarray>Photos>Catalog and Website Photos”. Keep in mind that Elev8.One requires that photo filenames not contain any spaces, so you may need to rename the image file without any spaces before adding it to the product in Elev8.One.

I tried to replace the image with the correct file but the product keeps reverting back to the incorrect image.

This happens because there is a filename conflict. When a product keeps reverting to an incorrect image it’s because the two image files have identical filenames. Our images have filenames which are automatically generated when we develop the image. Simply rename the correct image before reuploading it to the product in Elev8.One, we recommend using the filename format SKU-COLOR.jpg or SKU-DESIGN#.jpg, this will guarantee that the image has a unique filename that won’t conflict with any older image files in Elev8.One.

How do I adjust the wholesale price of a product without affecting its retail price?

This is accomplished by taking advantage of BigCommerce’s Customer Groups feature. We can set a fixed price for specific products which is only applied to customers who are in a specific customer group. Here’s how you do it:

    1. On BigCommerce’s sidebar menu, click “Customers
    2. Click on “Customer Groups” under the “Customers” menu.
    3. Click on the name for the Customer Group that you want to edit.
    4. Scroll down to the “Product Level Discounts” section and click on the last “+” button at the bottom of the list. If there are multiple pages worth of Product Level Discounts then this will take you straight to the end of the list and it will create a new discount entry field.
    5. On the blank entry field that you just created, click on the blue hyperlink that says “For this product (– SELECT –)”, this will open a “Select Product” dialog window.
    6. In the “Select Product” dialog window, scroll down to “Search by Product Name” and type in the SKU or product name for which you want to adjust the pricing. Highlight the product and click “OK”.
      1. If a product already has a Product Level Discount in the current Customer Group, the product will be grayed out. If you want to adjust it you’ll need to find the discount in the list of “Product Level Discounts
    7. Enter the total price that wholesale customers should pay for the product in the blank price entry field.
    8. Click on the dropdown menu to the right and change it to “Fixed Price”.
    9. Double-check your work before clicking the “Save & Exit” button in the bottom right corner.