User guide
Claim pack and message to the store
At a glance
- What you get
- A complete PDF to attach and a text ready to send, both checked by you.
- Time
- 3 minutes
- Plan
- All plans
When a product breaks or has to go back, the store usually asks for the proof of purchase and a description of the problem. Scontrik prepares both on your iPhone. It sends nothing by itself: you decide whether and to whom to send them.
Before you start
- Open the purchase and check that merchant, date and total are verified or confirmed (Check the “To check” details). The pack and the message only use details verified on the document or entered by you.
- If you have them, add serial number and order number in Edit details and attach the warranty card (Documents, history and details).
Create the claim pack (PDF)
The pack is a single PDF with the purchase details, the history, the original proof and your documents.
Open the purchase and tap the menu with three dots at the top right.
Tap Claim pack.
What you’ll see: the Claim pack window opens with a short explanation.
Under What went wrong, describe the problem in your own words, for example «Since 3 March the washing machine no longer spins».
If you attached extra documents to the purchase, Include my documents and photos appears (the number in brackets says how many). It’s on to start with: turn it off if you don’t want to include them.
Tap Create PDF.
What you’ll see: Claim pack ready appears with the number of pages. If a file couldn’t be included, the app lists it under «Not included».
Tap Share claim pack and choose how to send it: Mail, Messages, WhatsApp, or Save to Files.
Tap Done to close.
What’s in the PDF
- The date you prepared it.
- Merchant, purchase date, total, serial number, order and tracking numbers. Next to each value it says whether it was «read from the document» or «typed or confirmed by the owner».
- The end of the warranty and of the return period, if you set them.
- Your description of the problem and the history.
- The fingerprint of the original file, a code that shows the file hasn’t been changed (Glossary).
- The original and, if you chose to include them, the extra documents.
Watch out: the PDF contains your purchase details and, if present, the serial number and the photos. Check who you send it to.
Prepare a message to the store
Open the purchase and tap the menu with three dots.
Tap Message to the store.
What you’ll see: the Message to the store window opens with a ready-made text.
At the top, choose the type of request: Return, Refund, Repair or Warranty.
What you’ll see: the text changes with your choice. It starts with «Hello,» and contains the purchase details you know.
Under What went wrong, describe the problem.
Read the text in the large box. You can tap it and change it as you like.
Tap Share to send it with the app you prefer, or Copy to paste it somewhere else (the store’s contact form, for example).
What you’ll see: with Copy the button turns into Copied.
Tap Done.
Note: Scontrik never says what you are entitled to: the text only asks for what you choose. For your rights, the terms of the store, the manufacturer or an adviser are what count.
Tip: attach the claim pack you created earlier to the message. That way the store has all the proof at once.
Track progress in the history
After you send the request, add Return requested or Sent for repair to the history. When the case is closed, add Returned, Refunded or Back from repair. See Documents, history and details.
If something goes wrong
I see «We couldn’t create the claim pack. Try again.» Close the window and try again. If you have many extra documents, try turning off Include my documents and photos.
The message is missing the total or the date. They’re not verified or confirmed yet. Confirm them in What we found and open the message again.
I edited the text and want the original one back. Close with Done and open Message to the store again: the text is prepared afresh.