FAQs – WeVouch
×

wevouch FAQs

wevouch is a platform that bridges the gap between Brands/OEMs and you. You upload, list and manage your assets, warranty information and raise service requests as and when necessary, on the platform.

wevouch helps you store and manage your Warranty Information effortlessly. It saves your time and provides a hassle-free experience while raising service requests. You will receive periodic reminders about warranty / extended warranty and AMC information, so you do not miss out on it.

With wevouch, managing warranties becomes easy. We save you from the hassle of identifying the brand’s customer care number and going through the maze of long customer care calls. Once you raise a ticket on our platform, your job is done. We will register the service request with the brand on your behalf and follow up with them.

Assets can be any product that you own that comes with a warranty or requires service. For e.g., home and kitchen appliances, cookware, electronics, personal grooming equipment, luggage, fashion accessories, and others.

OEM or Original Equipment Manufacturer refers to the brand or authorized representative of the brand from which you have purchased the product.

wevouch facilitates purchase of AMC/extended warranty directly from Brands. However, it is not mandatory to buy AMC/extended warranty from wevouch to use its services.

You can raise any type of service request be it standard, extended, international or AMC as per your warranty contract provided by the original OEM only. 

A service ticket / request can be raised by a user to lodge a warranty claim or repair request for their products with the brand.

You can raise a ticket by going to Products tab under which there will be Tickets tab. Under the Tickets tab you select Raise Service Ticket and Raise a Ticket.

wevouch strives to raise your service request at the earliest. The actual delivery of the service lies with the brand.

wevouch sends periodic reminders via push notification, SMS, WhatsApp or Email.

No, we do not repair products. We just raise service requests with the OEM on your behalf.

1. Who will repair my product then?

The product will be repaired by the brand or their authorized service provider.

2. How will I know if the vendor is genuine?

It is the brand’s responsibility to get your product repaired from its authorized vendors.

3. Will I receive a call to fix the appointment?

Once the service request is raised, the technician is supposed to call and confirm the appointment in case of on-site service.

4. How will I be notified once my request is confirmed?

You will receive information / confirmation via push notification, SMS, WhatsApp or Email.

5. What if I am not provided with the service?

In case of any such unfortunate incident, you can contact us immediately. We will try to resolve your issue at the earliest.

6. Will  wevouch take responsibility if my product is not repaired properly?

wevouch ONLY acts as a platform between the brand and the customer. wevouch does not take any responsibility for the quality of service provided by the brand.

7. I have sent my product to the service center but have lost the receipt, will wevouch help me get my device back?

This entirely depends on the brand’s policy. wevouch will help by connecting you with the brand, but the ultimate decision maker in such cases are the brands.

We will raise your service request directly with the brand and the brand will do the needful. wevouch is not responsible for the service provided by the brand.

1. How will I know if the service agent is authorized by the brand?

It is the brand’s responsibility to get your product repaired from its authorized vendors.

2. How do I check the authenticity of the service provided?

It is the brand’s responsibility to provide you with authentic services.

3. Why should I raise a ticket from wevouch and not the brand directly?

Raising a ticket on the wevouch platform saves you time and provides you with a hassle-free experience. With wevouch, managing warranty information and after sales services is quick and super easy

4. Are you authorized by the brand to raise service requests for them?

wevouch is a platform that acts as a facilitator between the brand and its customers. We raise service tickets on your behalf with the brand to save time and effort.

No, we do not sell product insurance.

1. Can I avail product insurance from your platform?

No, we do not support product insurance claims.

2. Can I claim product insurance if my product is stolen?

Please connect with your insurance provider for the same.

3. Can I raise a service request for my insured product?

Please connect with your insurance provider for the same.

We maintain utmost care to protect all data including customer’s data. Please check our privacy policy to know more about our data protection policies. 

1. Will I receive promotional emails from wevouch?

You may occasionally receive offers and other promotional emails from us. As a policy, we do not try to spam you. You can always stop receiving such emails any time by clicking on the Unsubscribe link on the email.

2. Are my debit / credit card details safe with wevouch?

Yes, your details are completely safe with wevouch as we are PCI certified.

3. I don’t want to receive any promotional mails, how do I stop them?

You can always stop receiving such emails any time by clicking on the Unsubscribe link on the email.

4. Will my details be visible to other users?

wevouch takes utmost care to protect your privacy. Please read our Privacy Policy for more details. 

We sell extended warranties as offered by brands from time to time. We do not sell extended warranties ourselves or through third party vendors.

Yes, we send periodic reminders to you about warranty expiry & renewals.

wevouch ONLY acts as a bridge between the brand and the customer. wevouch will not take any responsibility for the authenticity of the service / parts provided by the brand.

wevouch ONLY acts as a bridge between the brand and the customer. wevouch will not take any responsibility for the authenticity of the parts provided by the brand.

wevouch needs your mobile number for the brand to identify and provide you with the required services.

1. Can I change my phone number later?

Yes, you can change your phone number by clicking on Edit in the My Account section.

2. Can I not give my phone number and still use your app?

In order to provide you services, wevouch needs your mobile number. It helps brands to identify and provide you with their services.

You need to provide your address for us to raise service requests on your behalf so that the brand can send the technician to you.

1. Do I need to provide my permanent address or the address where my device is?
For the completion of your profile, you need to provide your permanent address. However, to avail a service we will require the address of the device.

2. Can I change my address later?
Yes, you can change your address at any given point of time by clicking on Edit in the My Account Section.

3. How to edit my registered address?
You can edit your registered address by clicking on Edit in the ‘My Account’ section of the app.

4. Can I add more than one address?
Yes, you can add more than one address. You need to select the address you want the technician to visit while raising a service request for on-site services.

5. Can I add more than one mobile number?
No, you cannot add more than one mobile number. But you can add an alternate number while raising a service ticket.

You can add as many products as you want to your dashboard.

1. What are the type of products I can add?

You can add any product that comes with a warranty or requires a service like home appliances, small appliances, kitchen appliances, electronics & gadgets, fashion accessories, personal grooming equipment, luggage & travel and more.

2. Can I add my family members’ phone in My Products? (FAMILY)

Yes, you can add products owned by your family members to your assets.

3. Can I add products purchased outside India?

Yes, you can, if the brand provides International Warranty.

Yes, you can add a product that is not under warranty.

1. Can I raise a service request for a product that is not under warranty?

Yes, you can raise service request if your product is out of warranty or not under warranty but the repair cost to the brand will be borne by you.

2. My product is not covered under warranty, can I raise a service request?

Yes, you can raise service request if your product is out of warranty or not under warranty.

A product nickname helps you to identify your product easily. For example, if you add a TV that’s in your bedroom you can nickname it as ‘My Bedroom TV’.

1. Can I edit the product nickname?

Yes, you can edit the product nickname.

2. Can I not add a product nickname? 

Yes, it is not compulsory to add product nickname. But, it is advisable to add a nickname to a product as it will help you to identify the product easily.

You will find your model number on your invoice copy. Also, model numbers are usually mentioned at the back of your device. Click here for more information – https://bit.ly/3fQMUTs.

Yes, model number is not a mandatory field while adding a product, however the Brand may require the model number while raising a service request.

You can select the others option to add a brand that is not present in the list.

The invoice photo is a proof of purchase that will be needed to raise a service request with the brand.

Yes, you can edit product details after adding a product by clicking on the Product and selecting the Edit option.

Yes, you will receive a push notification on the app once you successfully change the product details.

You can edit the warranty information at any given point of time.

We sell extended warranties as offered by brands from time to time. We do not sell extended warranties ourselves or through third party vendors.

1. Where can I buy extended warranty from?

You can buy extended warranty, either from the brand or from third party vendors.

2. I have missed a free service on extended warranty, can I avail it now? 

It depends on the extended warranty provider and the type of warranty availed by you.

3. Will you notify me when my services / renewals are due?

Yes, wevouch will send you periodic reminders. Please read our terms of service here for more details.

4. I have recently purchased extended warranty, can I add the details to my listed product now?

Yes, you can add extended warranty details at a later stage by going to the Edit section provided in your Product page.

You can raise service request for any product that comes with a warranty or requires a service like home appliances, small appliances, kitchen appliances, electronics & gadgets, fashion accessories, personal grooming equipment, luggage & travel and more.

1. Will you raise a service request directly with the brand?

Yes, wevouch raises service tickets only with the brand.

2. Do I need to call the brand to confirm the service?

No, once you have raised the service request, it is our responsibility to confirm the same and notify you.

Yes, we send periodic reminders to you when your warranty, AMC or extended warranty is about to expire.

1. What if I miss renewing my contract?

Please connect with the brand or the third-party vendor you have purchased it from.

2. What if I miss taking free services before my warranty / AMC / extended warranty expires?

It depends on the warranty / AMC / extended warranty provider and the type of warranty availed by you.

3. How will you notify me?

wevouch sends periodic reminders via push notification, SMS, WhatsApp or Email.

We sell extended warranties as offered by brands from time to time. We do not sell extended warranties ourselves or through third party vendors.

1. Is it safe to buy extended warranty from third party vendors?

It is always advised to check the authenticity of the vendor before purchasing extended warranty from them.

2. Why do I need extended warranty?

With extended warranty, you can enjoy prolonged warranty benefits from the brand. Extended warranty helps to shield your product from the breakdown of major & expensive parts.

Your extended policy number is available in the invoice / extended warranty card that comes with the product.

1. I have missed a free service on extended warranty, can I avail it now? 

If your product is still under extended warranty, you can avail the free service.

Yes, you can claim extended warranty if purchased from liable third-party vendors.

1. Is it safe to buy extended warranty from third party vendors?

It is advised to check the authenticity of the vendor before purchasing extended warranty from them.

Yes, you can claim international warranty if your warranty terms support the same.

1. Are there extra charges for claiming International warranty?

No, wevouch will not charge you anything extra to claim international warranty.

As per standard practice, you need to get your product serviced ONLY from the brand during the warranty period.

Ideally, a warranty is deemed void if you get the product serviced from a local vendor during the warranty period. Contact the brand for more information.

Yes, you can raise as many service requests as you want at a time.

1. How many tickets can I raise at a go?

The number of tickets you can raise will depend on the tickets available in your account.

2. Will raising more than one service request delay the servicing time?

No, we will give each of your service request equal priority and try to resolve your issue at the earliest.

3. My product X is at the service center, can I also raise service ticket for product Y?

Yes, you definitely can raise another service request.

It is the brand’s responsibility to provide you with the best and most compatible parts for your product.

1. How will I check the authenticity of the parts?

It is the brand’s responsibility to provide you with authentic services.

 

No, changing your registered address will not affect our services as you need to select / add an address while raising a service request.

1. Can I add 2 addresses for the same ticket?

No, you need to provide one address for one service request.

2. I have already raised a ticket, can I change the service address now?

No, you cannot change the service address after raising a service request.

No, you cannot change the service address after raising a service request.

Yes, we will provide service for the same. You can select the Others option to add a brand that is not present in the list.

You need the invoice to raise a service request. If you have purchased the product from any ecommerce portal, you can find the invoice there. You will not be able to raise a service request without the invoice copy.

You need to add warranty details on the wevouch app to raise a service ticket.

Yes, you can raise service request for any product but you need to pay the repair cost to the brand in case your product is not under warranty.

The product will be repaired by the brand or their authorized service provider.

You can raise a ticket by going to Tickets and selecting Raise Service Ticket.

1. How many tickets can I raise at a time?

Number of tickets raised by you will depend upon the number of tickets available in your account

2. Do I need to pay to raise a service ticket?

Yes, you need to subscribe to any of our packages to start raising tickets.

3 How long does it take to hear back from a brand after raising a ticket?

wevouch thrives to provide you with the service at the earliest. We will notify you as soon as we confirm your service request with the brand.

Once you have a raised a ticket, you can sit back and relax! wevouch will take it forward from here by fixing an appointment with the brand and notify you once the service request is confirmed.

1. I have not received any confirmation from the brand, is my ticket active?

You can check the ticket status from the ‘Tickets’ section of the app. Also, we will be sending you notifications with updates on your ticket status.

2. Can I track the ongoing process?

Yes, you can check the ticket status from the ‘Tickets’ section of the app. Also, we will be sending you notifications with updates on your ticket status.

For carry in services – you need to carry the product to the authorized service center for servicing. 

For on-site services – the brand will send a technician to your address.

1. Can I change my service type after raising a ticket?

No, you cannot change the service type after raising a service request.

2. Will you charge me extra if I take on site service?

wevouch does not charge anything extra for on-site services.

You can select any address you want to while raising a service request for on-site services.

1. Can I cancel the on-site service if I am not at home?

You can reschedule or cancel the on-site service as per your convenience once the technician calls you to confirm the same.

2. When a technician calls me, can I call him to a different address?

Technicians only visit the address provided by you while raising the ticket. In case you want the service at different address you can cancel and raise a different ticket with the new address.

3. Can I reschedule my on-site service?

You can reschedule the on-site service as per your convenience once the technician calls you to confirm the same.

You can track your ticket status by selecting the ‘Active ticket’ option from the Tickets section.

1. My ticket journey is showing the same for 2 days, are you even working on my request?

We are trying our best to get your service request resolved at the earliest. You will be notified as soon as we get an update from the brand.

2. It shows that my service request is confirmed, but I haven’t received any call from the brand.

A technician will contact you shortly to confirm the service appointment.

Sorry to hear that. We will get in touch with the brand urgently and get your issue resolved at the earliest.

1. Why didn’t the technician visit me yet?

We are sorry to hear that. We will look into this urgently and update you.

You can cancel the service request but unfortunately, we cannot offer you a refund in this case.

wevouch allows you to use some of the features of the app for free like adding products and managing assets. You need to purchase tickets to raise a service request.

1. What are your pricing model?

As an early bird offer, wevouch is giving all its registered users who have added their first product, a bundle of 5 tickets complimentary. The value of the same is INR 399.

2. What features can I use for free?

You can upload, list and manage products, and get warranty reminders in our free version.

3. What are the payment methods?

You can pay using Debit / Credit card, UPI, Net banking, e-Wallets and e-Pay later options.

4. Is it safe to transact on your platform?

It is 100% safe to transact on wevouch platform as we are PCI certified.

You can list and manage products and get warranty reminders in the free version, but you need to buy tickets to raise a service ticket.

Yes, you can add products for free.

We’re sorry to hear that your request has not been taken care of. We will follow up with the brand immediately to get this resolved.

In case you have not received the service from the brand, you can mail us at support@wevouch.in. Alternatively, you can click here to raise a refund request.

1. Will I get a refund ticket or money back?

We will refund a ticket to your account once it is confirmed by our technical team.

You may receive offers and other promotional messages from us from time to time.

wevouch does not send agents or encourage sales visits at any given point.

If you are not satisfied with our services, you can mail us at support@wevouch.in or call us at 8017041177.

1. Will I get 24×7 support from wevouch?

Yes, we are available 24X7 on chat.

2. I am not satisfied with your redressal, what do I do?

We’re sorry to hear that. Our grievances team will get back to you shortly on this.

During any such unfortunate incidents, you can mail us at support@wevouch.in.

wevouch ONLY acts as a platform between the brand and the customer. wevouch will not take any responsibility for the service provided by the brand. You can however raise another service request for your product or contact the brand directly.

We are working to provide you with the best services at the earliest possible time. We will look into this matter and try to resolve your issue ASAP.

1. I am still waiting for feedback on my request.

We’re sorry to hear that. We will look into this urgently and update you.

2. How long will it take to get my issue resolved?

We’re sorry to hear that. We will look into this urgently and get back to you with an update.

We’re sorry to hear that. Please allow us some time to get in touch with the brand and get your service request resolved at the earliest.

It usually takes 2 – 5 working days to initiate a refund. If you still don’t get a refund within 5 days, please mail us at support@wevouch.in

© ReQlaim Technologies Pvt. Ltd.