Identiv is a leading manufacturer of physical security and secure identification solutions. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and system reliability.
Introduction
As an Identiv 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/Claims Available
Limited Warranty Claims
Identiv provides warranty coverage for their products, including:
- Physical access controllers
- Smart card readers
- RFID and NFC solutions
- Video security systems
- Credentials and cards
- Mobile security solutions
Defective Product Returns
For products exhibiting technical issues or failing to meet specifications, Identiv 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
- System configuration details
- Error logs and diagnostic data
- Installation documentation
- Photos of physical damage (if applicable)
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation and configuration
- Environmental conditions meet specifications
- No unauthorized modifications
- Firmware is up to date
- Proper maintenance performed
Product Condition Requirements
For returns, ensure:
- Original packaging when possible
- All accessories included
- Protection from damage
- Clear identification markings
- Secure packaging for sensitive components
- Credential information documented
The Claims/Returns Process
- Document technical issues completely
- Contact Identiv technical support
- Obtain Return Material Authorization (RMA)
- Complete required documentation
- Package products according to guidelines
- Ship to designated service center
- Track repair status
Best Practices for Distributors
- Maintain detailed installation records
- Document all troubleshooting steps
- Keep firmware versions current
- Use proper handling procedures
- Track all customer communications
- Store products in appropriate conditions
Common Pitfalls to Avoid
- Incomplete technical documentation
- Missing system configuration details
- Improper packaging methods
- Insufficient problem description
- Late submission of warranty claims
- Failure to update firmware
Tips for Expedited Processing
- Provide detailed technical information upfront
- Include all diagnostic data
- Follow proper RMA procedures
- Use recommended shipping methods
- Maintain organized documentation
- Keep communication channels open
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Identiv and your customers. Following these guidelines ensures efficient processing and resolution of all claims.
For access to Identiv'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.
Comments