Best Access Systems is a leading manufacturer of door hardware and access control solutions. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and streamlined operations.
Introduction
As a Best Access Systems distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Understanding the proper procedures ensures smooth processing and timely resolution of all claims and returns.
Types of Returns and Claims Available
Limited Warranty Claims
Best Access Systems provides warranty coverage for their products, including:
- Mechanical locks and hardware
- Electronic access control systems
- Key systems and cores
- Door closers and exit devices
- Automatic door operators
Defective Product Returns
For products exhibiting mechanical or electronic defects, Best Access Systems maintains a structured return process for evaluation and replacement.
Damaged Goods Claims
When products arrive damaged from shipping or handling, distributors can file freight damage claims, which require specific documentation and prompt reporting.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and date
- Product model and serial numbers
- Detailed description of the issue
- Photos of defects or damage
- Installation documentation
- Key codes (if applicable)
- System programming details (for electronic products)
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures followed
- No unauthorized modifications
- Maintenance records are current
- Usage meets specifications
- Environmental conditions appropriate
Product Condition Requirements
For returns, ensure:
- Products are complete with all parts
- No additional damage present
- Original packaging when possible
- Keys and cores properly labeled
- Clear identification markings
- Proper protection during shipping
The Claims/Returns Process
- Document the issue thoroughly
- Contact Best Access technical support
- Obtain Return Material Authorization (RMA)
- Complete required forms
- Package products according to guidelines
- Ship to designated location
- Track claim status
Best Practices for Distributors
- Maintain detailed product records
- Document installation conditions
- Keep organized key records
- Follow proper handling procedures
- Track all customer communications
- Store products securely
Common Pitfalls to Avoid
- Incomplete documentation submission
- Missing key system information
- Improper packaging methods
- Unlabeled keys or cores
- Delayed claim reporting
- Insufficient problem description
Tips for Expedited Processing
- Submit complete documentation initially
- Include clear, detailed photos
- Use recommended shipping methods
- Follow up systematically
- Keep organized records
- Maintain open communication
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Best Access Systems and your customers. Following these guidelines ensures efficient processing and resolution of all claims.
For access to Best Access Systems' 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.