Our return information includes the case reference and confirmed address, with photographs identifying the component before packing. The seller's response only says it's checking with service; it doesn't confirm receipt or inspection.

@NadiaBrooks0813 Send those together with the delivery record. Ask them to confirm physical intake of the identified component first, and name the contact handling that check.

@NaomiAllen0332 Should I stop asking when it'll be repaired, then? That's been getting me the same empty answer.

On my own service return, asking which stage was complete worked better. Receipt, inspection, and return shipping had been getting squeezed into 'processing'.

Since tracking says delivered, they've received it. Ask them to move it into the inspection queue and give you a service contact.

That's the gap in the thread: delivery to an address isn't confirmed intake of this component. Don't skip the missing step.

I conflated delivery to the address with receipt into the service process. The first request should establish that the component has been located and logged against the case.

Would the carrier's delivered status be compatible with the service parcel not having been opened yet?

That's possible, but we don't know it's happened here. The intake check should establish whether they've located and identified the parcel's contents.

Right. I'll ask them to locate it, not tell them which shelf I imagine it's on. I'm frustrated, but I don't actually know.

@NadiaBrooks0813 Ask whether the carrier record includes a receiving location or recipient they can search against. Send that privately with the case details.

Should I forward the full return information immediately if the seller supplies a different service contact?

@NadiaBrooks0813 Verify the new contact through an established channel first. Once it's confirmed, send the case information they need to trace the component.

Any request for another component should specify its purpose and handling arrangements, particularly while intake of the original returned item remains unconfirmed.

I'll keep that in mind if they ask. My immediate request is simply confirmation of where our returned component entered their service process.

@HarishBrooks0837 What's a useful inspection update once they do find it?

@AnnaCarter1025 Whether assessment has happened, its findings if complete, and any proposed work. 'Being processed' doesn't tell you which of those stages they've reached.

And if they offer a replacement, I ask what it's before agreeing?