Brivo is a leading provider of cloud-based access control systems, offering SaaS solutions and connected hardware for physical security management. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a Brivo distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Cloud-based access control systems represent significant investments for businesses and building owners, and proper handling of product issues ensures minimal disruption to end-users' security operations. Understanding Brivo's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with Brivo and maintaining your reputation in the security industry.
Types of Returns/Claims Available
Limited Warranty Claims
Brivo provides warranty coverage for their products, including:
- Door controllers and I/O modules
- Access control readers
- Door position switches
- Request-to-exit devices
- Power supplies
- Credentials (cards and fobs)
- Video surveillance equipment
- Integrated hardware solutions
Standard warranty periods typically cover hardware components for 12-24 months from the date of purchase, with software and cloud services covered under separate Service Level Agreements (SLAs). Brivo's limited warranty covers defects in materials and workmanship under normal use and service conditions.
Advance Replacement Program
For critical security components, Brivo offers an advance replacement service where replacement hardware is shipped immediately, prior to the return of defective units, minimizing downtime for end-users and reducing security vulnerabilities.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, Brivo maintains a structured return process for evaluation and replacement through their Return Material Authorization (RMA) system.
Damaged Goods Claims
When products arrive damaged from shipping or handling, distributors can file freight damage claims, which require specific documentation and prompt reporting within the carrier's timeframe (typically within 5 business days of receipt).
DOA (Dead on Arrival) Program
Brivo offers expedited processing for units that fail during initial installation or within the first 30 days of operation, with simplified documentation requirements and faster turnaround times.
Software and Service Credits
For cloud-based services experiencing issues, Brivo may provide service credits or account adjustments rather than physical returns, in accordance with their Service Level Agreement terms.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- Brivo order confirmation number
- Product model numbers and serial numbers
- Installation date and firmware version
- Detailed description of the issue or failure
- Error messages displayed in software interface
- Photos of defects or damage
- System configuration details
- Troubleshooting steps already performed
- Original warranty registration information
- End-user account and site information
- Network diagnostic information (if applicable)
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- System was installed by authorized personnel
- No unauthorized modifications made to the equipment
- Operating parameters within product specifications
- Environmental conditions within product tolerances
- Proper power and network connectivity supplied
- Compatible peripherals and accessories used
- Product registered properly in the Brivo portal
- Software and firmware are up to date
- User permissions are correctly configured
Product Condition Requirements
For returns, ensure:
- Products are clean and free of excessive dust or debris
- All components and accessories are included
- Original labels and serial numbers are intact and legible
- Evidence of failure is preserved
- No additional damage beyond reported issue
- Proper packaging to prevent transit damage
- Return authorization information clearly visible
- No signs of water damage or power surges
- No unauthorized repair attempts evident
- Security credentials are properly documented
- Network and configuration information is included
The Claims/Returns Process
- Document the issue thoroughly with detailed descriptions and photos
- Contact Brivo Technical Support at 1-866-692-7486
- Work with technical support for troubleshooting and preliminary diagnosis
- Complete the RMA request form with all required information
- Submit all required documentation to support@brivo.com
- Receive claim evaluation and Return Material Authorization (RMA) number
- Package product according to Brivo guidelines
- Include all required documentation with RMA number clearly marked
- Ship to designated Brivo facility using specified carrier
For cloud service issues, Brivo may:
- Conduct remote diagnostics
- Provide service credits per SLA terms
- Escalate to specialized technical teams
- Implement system configuration adjustments
Best Practices for Distributors
- Maintain detailed records of system installations and configurations
- Document firmware versions and software settings
- Perform thorough diagnostics before filing claims
- Take photographs showing installation conditions and failures
- Verify power and network connections before claiming system issues
- Build relationships with Brivo technical representatives
- Train team members on proper documentation procedures
- Create a dedicated process for handling warranty parts
- Understand how cloud-based services interact with hardware
- Keep detailed records of all correspondence related to claims
- Maintain regular system updates and patches
- Document network configurations and settings
Common Pitfalls to Avoid
- Incomplete documentation of system parameters
- Failing to check for installation-related issues
- Returning parts with obvious physical damage
- Submitting claims without proper troubleshooting
- Missing critical information about system configuration
- Not involving Brivo technical support early in problem diagnosis
- Overlooking network/connectivity issues vs. actual product defects
- Insufficient packaging causing additional damage during return shipping
- Attempting repairs without authorization
- Mixing hardware and software issues in the same claim
- Not documenting firmware and software versions
- Failing to maintain proper security credentials for returned devices
Tips for Expedited Processing
- Use the standardized Brivo RMA form for all submissions
- Include complete model and serial information exactly as shown on product
- Provide detailed failure description with specific error messages
- Submit clear, focused photos of defects and product labels
- Include all relevant troubleshooting data and results
- Establish single point of contact for claim follow-up
- Reference original order numbers in all communications
- Submit claims promptly after issue discovery
- Categorize issues correctly (hardware vs. software vs. configuration)
- Be available for remote troubleshooting sessions
- Include network diagnostics when appropriate
- Properly document any security credentials associated with returned devices
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Brivo and your customers. Following these guidelines ensures efficient processing and resolution of all claims, helping you maintain profitability while providing excellent customer service for cloud-based access control systems.
For access to Brivo's 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.