As a leading manufacturer of door hardware solutions, Hager Companies is committed to providing quality products and exceptional service to its distributors and end customers. Understanding the proper procedures for handling returns and claims is essential for maintaining customer satisfaction and business efficiency. This comprehensive guide will walk you through Hager Companies' returns and claims processes.
Types of Returns and Claims Available
Warranty Claims
Hager Companies provides comprehensive warranty coverage for their door hardware products. Warranty claims can be processed for:
- Manufacturing defects
- Finish defects
- Mechanical failures
- Performance issues within specifications
- Products that fail to meet stated quality standards
Defective Product Returns
For products that arrive defective or fail during installation/use:
- Technical evaluation of the defect
- Quality control assessment
- Documentation of failure modes
- Verification of proper installation
Customer Satisfaction Returns
Hager Companies supports customer satisfaction with returns accepted for:
- Products not meeting specific project requirements
- Incorrect finish selection
- Changes in project specifications
- Order discrepancies
Damaged Goods Claims
For products damaged during shipping or handling:
- Immediate documentation of visible damage
- Photographic evidence requirements
- Packaging retention requirements
- 48-hour notification requirement for visible damage
- Concealed damage reporting within 5 business days
Before Filing a Claim or Return
Required Documentation
Prepare these essential documents before initiating returns:
- Original purchase order number
- Invoice number
- Product SKUs and descriptions
- Detailed description of the issue
- Installation documentation (if applicable)
- Photographs of damage or defects
- Completed Hager Companies return authorization form
Eligibility Verification
Verify these eligibility requirements:
- Product is within warranty period
- Original proof of purchase available
- No unauthorized modifications
- Proper installation verification
- Product is in returnable condition
Product Condition Requirements
Ensure returned products meet these conditions:
- Original packaging when possible
- All components included
- No additional damage beyond reported issues
- Clean and properly prepared for shipping
- Hardware sets complete and properly identified
The Claims and Returns Process
Initial Assessment
- Document the issue thoroughly
- Collect required information
- Verify warranty coverage
- Check product specifications
Return Authorization Request
- Submit through Hager Companies' system
- Include complete documentation
- Await authorization
- Receive shipping instructions
Product Return
- Package according to specifications
- Include all required paperwork
- Ship to designated facility
- Maintain tracking information
Credit Processing
- Product evaluation
- Warranty verification
- Credit approval
- Account reconciliation
Best Practices for Distributors
Documentation Management
- Maintain organized records
- Keep copies of all submissions
- Track communication history
- Document installation details
Staff Training
- Regular policy updates
- Product knowledge training
- Documentation requirements
- Return process procedures
Customer Communication
- Clear process explanation
- Regular status updates
- Timeline expectations
- Required documentation explanation
Common Pitfalls to Avoid
- Incomplete documentation
- Missing installation records
- Incorrect product identification
- Late claim submission
- Improper packaging
- Unauthorized modifications
- Insufficient damage documentation
Tips for Expedited Processing
Documentation Preparation
- Complete all required forms
- Provide detailed descriptions
- Include clear photographs
- Verify all product information
System Usage
- Use online portal when available
- Track submissions regularly
- Maintain digital records
- Follow up systematically
Process Management
- Submit claims promptly
- Respond quickly to inquiries
- Keep organized records
- Follow shipping instructions precisely
Conclusion
Effective management of Hager Companies product returns and claims requires attention to detail and proper documentation. Following these guidelines ensures smooth processing and maintains strong relationships with both Hager Companies and your customers.
For direct access to Hager Companies' portal click 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.
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