If consumer mentions TrackEasy does not work, we need to do basic troubleshooting.
1. Take down the TrackEasy code (long list of numbers after the QR code at bottom of the tin) and enter the code on TrackEasy website (friso.com.sg/TrackEasy). Confirm the code with caller and enter the code.
- If it works on the computer but not on the caller's phone, explain that scanning the QR code and accessing TrackEasy on your mobile phone requires WIFI or mobile data. Alternatively, TrackEasy can also be accessed via FRISO website and guide caller to TrackEasy webpage.
- If consumer does not want to go to website, ask him to restart his phone and try again.
2. If it does not work on computer, please ask for the batch number and the name of the product. Also ask about location where caller purchased the item from.
If purchase is from major retailers in Singapore (i.e. supermarkets/retailers/Friso Official Stores Online including Lazada/Redmart etc), escalate to Cheryl. Cheryl will check with the Supply Chain team.
Pending Clearance, please do not use until approved.
If purchase is not from an authorised retailer, please let the customer know:
Unfortunately, as <location of purchase> is not an authorised retailer of FrieslandCampina Singapore, we are not able to ascertain the authenticity of the product and hence the TrackEasy code.
We would like to invite you to make any future purchases of Friso products at our Friso Online store at shop.friso.com.sg. Friso Online is our official e-Store and we have full visibility of our supply chain for products that are sold via Friso Online. We also offer fast and free delivery with minimum $50 purchase.