USE CASES

Type of Setup: Online retailer (B2C/B2B2C)

PROBLEM

Drones that are returned by end users often exhibit diverse issues ranging from minor software glitches to serious crash-related hardware failures. However, retailers typically lack the technical infrastructure to diagnose these problems accurately or determine warranty eligibility. Sending all returns directly to the manufacturer can result in long turnaround times, unnecessary costs for out-of-warranty repairs, and a poor customer experience. Moreover, without centralized triage, it becomes difficult to maintain consistency in handling, documentation, and feedback.

SOLUTION

Service Planet receives all returned drones at its depot and uses its Melissan ERP system to standardize the intake and triage process. Each drone is diagnosed to determine whether the issue is a software or control problem, a hardware defect within warranty, or a hardware problem outside warranty. Software and control issues are resolved by Service Planet directly, providing fast turnaround and customer support. Hardware defects that qualify for warranty are outsourced to the manufacturer or an authorized partner, ensuring proper handling and cost control. Drones with hardware damage outside warranty—such as those crashed by the user—are returned unrepaired to the end user, avoiding unnecessary repair costs. This process reduces costs for the retailer, streamlines communication, and ensures that only valid warranty claims are escalated, while customers receive clear feedback and faster resolutions