As an Allegion distributor, efficiently managing product returns and claims is crucial for maintaining security system integrity and customer satisfaction. This comprehensive guide will walk you through the essential processes and best practices for handling returns and claims with Allegion.
Introduction
Allegion is a global leader in security products and solutions, known for its innovative security technologies and reliable systems. When product issues arise, having a clear understanding of the returns and claims processes ensures quick resolution while maintaining security standards and strong relationships with both Allegion and your customers.
Types of Returns and Claims Available
Warranty Claims
Allegion offers comprehensive warranty coverage:
- Mechanical product warranties
- Electronic component coverage
- Finish warranties
- System integration warranties
- Software/firmware support
- Installation-related coverage
Defective Product Returns
For products that don't meet specifications:
- Mechanical failures
- Electronic malfunctions
- Access control issues
- Integration problems
- Performance deficiencies
- Security compliance concerns
Customer Satisfaction Returns
Supporting customer satisfaction through:
- System compatibility issues
- Security requirement changes
- Specification updates
- Integration modifications
- User interface concerns
Damaged Goods Claims
For products damaged during shipping:
- Visible transit damage
- Concealed damage
- Packaging compromises
- Missing components
- Incorrect shipment contents
Before Filing a Claim/Return
Required Documentation
Essential items to gather:
- Product model and serial numbers
- Original purchase order
- Installation documentation
- System configuration details
- Detailed issue description
- Test results
- Photos of damage or defects
- Security certification information
Eligibility Verification
Before proceeding:
- Check warranty status
- Verify product authenticity
- Confirm proper application
- Review installation compliance
- Validate system requirements
- Check security standards compliance
- Verify maintenance history
Product Condition Requirements
Returns must meet these standards:
- Original packaging when possible
- All security components are intact
- No unauthorized modifications
- Protection from damage
- Proper labelling
- Security features uncompromised
- Return authorization number attached
The Claims and Returns Process
Initial Assessment
- Test product functionality
- Document all issues
- Verify security integrity
- Contact technical support
- Review specifications
Claim Submission
- Access Allegion's portal
- Select claim type
- Complete documentation
- Upload supporting evidence
- Submit for review
Authorization
- Receive Return Material Authorization (RMA)
- Review approved details
- Note handling instructions
- Verify security requirements
Product Return
- Package products securely
- Include all documentation
- Apply proper labels
- Ship via approved method
- Track shipment
Credit Processing
- Monitor claim status
- Review credit notification
- Verify credit amount
- Reconcile account
Best Practices for Distributors
- Maintain detailed system records
- Document all security configurations
- Take clear photos of issues
- Keep organized project files
- Build relationships with Allegion support
- Train staff on security protocols
- Implement systematic testing procedures
Common Pitfalls to Avoid
- Incomplete documentation
- Missing security credentials
- Incorrect product identification
- Poor packaging practices
- Security feature compromise
- Insufficient testing documentation
- Delayed claim submission
- Improper handling procedures
Tips for Expedited Processing
- Submit claims promptly
- Provide complete security documentation
- Include clear, detailed photos
- Use correct model numbers
- Reference original PO numbers
- Follow up regularly
- Maintain organized records
Conclusion
Successfully managing Allegion returns and claims requires attention to detail and commitment to security standards. By following these guidelines and maintaining proper documentation, you can ensure smooth processing while maintaining system integrity.
Visit Allegion's portal here.
Did you know?
Continuum helps dealers and distributors streamline returns and claims with our Returns Management Software so you can spend less time filing claims, ensure accurate credits, and resolve customer issues quickly and efficiently. Book a demo today to learn more.