SelfHelp DNA Replacement Tool

S
System User5
4 min read
·
Last updated on Jul 26, 2023

If you replace a kit ordered with expedited shipping, the replacement kit will be sent with expedited shipping.

If you replace a kit ordered with regular shipping, the replacement kit will be sent with regular shipping.

Please note: replacing a kit that hasn’t been sent yet and doesn’t even have a kit number (=N/A), will STILL send both kits. Replacing a kit does NOT cancel the previous order with Dotcom.

When to use the Replacement Tool:

  • Address changes/Incorrect Address for kits IF the kit was already sent (if not yet, then email Billing-phone-support@myheritage.com and let Evalien or Joy or a shift manager now asap so we can catch the kit before sending

  • Shipping errors

  • Kit did not arrive to user/lab (30+ days - NOT business days/International +44 days)

  • Kit delivered to user according to tracker but not received and after userr checked with local distribution center.

  • Forgot to activate 2+ kits, doesn’t know which kit number belongs to whom (e.g. didn’t write on activation cards)

  • Missing vials (NOT missing swabs!)

  • User used 1 test for 2 people

  • Shipped 2 kits to the lab in 1 envelope, and 1 did not ‘arrive to lab’

  • The tracker has an error ‘There is a problem with your sample’ (2004)

  • The tracker has an error ‘An error has occurred’ (2009)

  • Lab error 2010 for more than 1 DNA kit on the account

Before replacing the DNA kit, please check the following:

  • Call summary (support and telemarketing tabs) – Check if the user’s request wasn’t handled by another representative and a replacement was already issued.

  • Tracker – In some countries (South and Central America, South Africa, Italy) the shipment might be delayed because of the local post office but it’s still active. In these cases issuing a replacement will cancel the current kit  - which will probably arrive to the user just a few days later - and we’re unable to reactivate it. Always check the progress of the shipment in the tracker and only then decide if a replacement is needed.

  • Address verification – Always verify the user’s address before issuing a replacement, even a small mistake in the street name or zip code can cause the kit to be sent back to us.

  • Correct kit – The order might include more than one kit, make sure you’re replacing the correct kit after verifying with the user the serial number (MH******), the assignee or any other detail that will help you to determine which kit to replace.

  • Spelling of address - No non-English characters in the address (it will look as if a replacement was issued, but will never be sent!)

  • Phone number - No spaces or characters in the phone number on the account (it will look as if a replacement was issued, but will never be sent!)

How to replace:

To replace a DNA kit, open the actions drop down box in the payment line and click on ‘replace order items’:

A new page will open and you’ll be able to update the shipping address here.

Please note that in case you need to update the address, you have to unmark the two boxes under the address like so:

No need to unmark the boxes if you don’t need to change the address.

Then mark the DNA kit you would like to replace:

Choose the reason for the replacement in the drop down box on the right and click on ‘Replace selected’.

A new row will be created, please make sure that the shipping status section states “Shipping: Sent to fulfilment”, otherwise consult the billing team or one of the managers:

Please do not refresh the page after replacing the kit, otherwise it will create an additional replacement. You have to CLOSE that tab.

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