Introduction to Warranty Procedures
Link to the Presentation on the Warranty Procedure: Warranty Procedure.pptx
This manual explains how to handle product warranties, returns, fixing problems, and keeping customers happy. It helps businesses follow simple steps, stay consistent, and follow the rules. These steps are for sales made on websites and platforms like Bol, Amazon, and Praxis.
Here are some important terms:
- The Viewing Period is the time after buying, usually 14 to 60 days, when customers can check their product and decide if they want to return it.
- The Return Period is the time during the Viewing Period when customers can send back a product.
- The Warranty Period is up to 24 months after buying, during which customers can ask for help if their product has an issue. Sometimes this can be extended.
Warranty and Return Policies Overview
Platforms like Bol and Amazon have a 30-day return policy. These platforms often take the customer’s side when issues occur, so it’s important to solve issues quickly and politely.
If the sale is made on a company’s own website, customers have 14 days (the Viewing Period) to check their product. There is also a 24-month Warranty Period to fix any defects. For special cases, like loyal or valuable customers, there is an extra 1-month Goodwill Period to offer more help.
Guidelines for Product Returns
When deciding whether a customer should return a product, consider the following factors: the price, the type of product, and its condition. Use these guidelines to ensure a consistent and clear approach:
- Products Listed for Spare Parts or QA:
Products identified on the Spare Parts list (managed by Robert) or the Quality Assurance list (managed by Geert) must be returned for further use or evaluation. - Damaged but Usable Products:
If the product is having cosmetic damage (a scratch or crack on the outside) but can still be used (has no damage on the inside), it should still be returned.
In all cases where you do NOT want a product to be returned, the defect must be clearly visible and proven by the client.
If you're unsure, always ask a nearby colleague for advice.
Handling Defects and Warranty Claims
During the Viewing Period, if a customer asks for a refund, it should be given right away. If the product is defective, send a replacement as quickly as possible. If the replacement also has problems, you can offer a similar product or give a refund, depending on what the customer wants.
After the Viewing Period but within the Warranty Period, defective products can still be replaced if there is proof of the issue. Most of the time, the customer does not need to send back the defective product unless it has reusable parts, or is very damaged. If only one part of the product is broken, send just that part as a replacement. For strange or complicated issues, ask the Customer Service (CS) or Quality Assurance (QA) team for help.
If a customer reports a defect after the Warranty Period, you can still help them during the 1-month Goodwill Period. This can include small repairs or giving discounts on spare parts. Customers may be able to buy parts with a 5–15% discount, depending on the value of the product and the customer’s history (applies only to the website).
Evidence Collection and Refusal Procedures
To check if there is a real defect, customers must send photos or videos showing the problem. During the Viewing Period, customers can return defective products and get a replacement. If they do not want a replacement, a refund should be given. After the Viewing Period, customers must follow warranty rules and may have to return the product at their own cost for inspection.
Addressing Product Dissatisfaction
If a customer is unhappy with their product during the Viewing Period, they can ask for a replacement or a refund. If they choose a different product as a replacement, adjust the price if needed. After the Viewing Period, you can offer a small discount, such as 5%, as a goodwill gesture to encourage the customer to shop again. For marketplace sales, always follow the platform’s specific rules for refunds or resolving issues.
Handling Damaged Goods on Arrival
If a product arrives damaged, the customer should send photos or videos of the damage. If the damage is cosmetic (only affects how the product looks), offer a partial refund, usually 5–15%. For more sensitive products, like GP501, GP506, or GP513, you can offer a bigger refund, such as 20–30%. If the damage makes the product unusable, ask the customer to return it only if the product has reusable parts or cannot be repaired.
Guidelines for Discounts and Compensation
Discounts and compensation depend on the customer’s history and the product’s value. For small problems or goodwill, offer discounts between 5–15%. Use discount codes to encourage customers to shop again. Loyal customers or those who buy expensive products should get extra attention to build strong relationships and encourage them to stay loyal.