Not in SIMS

When a customer is not found in SIMS this is okay.

• Collect all the information that you can from the customer.
• Double check that the requested information on the NOL is correct.
• Some companies have databases where the serial number can be checked to ensure it is a valid serial number.  Apple is an example of a company that has this.

After all the information has been collected, contact the supervisor with the information and it will be taken care of from there.

Note:  It is very important that the customer does not know there might be an issue, and as with all SHI Claims the customer will receive confirmation in their email.