Velan is a leading global manufacturer of industrial valves for critical applications in power generation, oil and gas, petrochemicals, chemicals, and other industrial sectors. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a Velan distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. Industrial valves are critical components in process systems where safety, reliability, and performance are paramount. Understanding Velan's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with Velan and maintaining your reputation in the PVF (Pipe, Valve, and Fitting) industry.
Types of Returns/Claims Available
Limited Warranty Claims
Velan provides warranty coverage for their industrial valve products, including:
- Gate valves
- Globe valves
- Check valves
- Ball valves
- Butterfly valves
- Triple-offset valves
- Severe service valves
- Actuation systems
Performance Warranty Claims
For certain applications where specific performance parameters were guaranteed, Velan offers performance warranty claims when properly installed and operated valves fail to meet the agreed specifications.
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet quality standards, Velan maintains a structured return process for evaluation, repair, or 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 within the carrier's timeframe.
Technical Material Discrepancy Program
Velan has a specific process for addressing discrepancies between technical documentation and actual product specifications or performance, which may be relevant for complex engineered products.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- Velan order confirmation number
- Product serial numbers and tagging information
- Material test reports (MTRs)
- Installation date and service details
- Detailed description of the issue or failure
- Photos of defects or damage
- Process conditions during failure
- Fluid media and operating parameters
- Testing documentation
- Maintenance records (if applicable)
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- No unauthorized modifications made to the valve
- Operating parameters within product specifications
- Appropriate materials selected for the application
- Proper mounting and support provided
- Correct actuation and control systems used
- Compatible process media and conditions
- Evidence of appropriate maintenance
Product Condition Requirements
For returns, ensure:
- Valves are properly decontaminated
- All components are included and labeled
- Original nameplates and markings are intact
- Evidence of failure is preserved
- No additional damage beyond reported issue
- Process media residue removed when possible
- Return authorization information clearly visible
- Hazardous material documentation included if applicable
- Proper packaging for heavy components
The Claims/Returns Process
- Document the issue thoroughly with photos and process data
- Contact your Velan regional sales manager or technical support
- Complete the Velan RMA (Return Material Authorization) request form
- Submit all required documentation through appropriate channels
- Receive RMA number and return shipping instructions
- Package valve according to Velan guidelines with appropriate protection
- Include all required documentation with RMA clearly marked
- Ship to designated Velan facility for evaluation
Best Practices for Distributors
- Maintain detailed records of valve specifications and applications
- Document installation methods and orientation
- Perform preliminary analysis before filing claims
- Take photographs showing valve condition from multiple angles
- Verify actuator and control system functionality separately
- Build relationships with Velan technical representatives
- Train team members on proper valve selection and application
- Understand the specific valve type and its performance parameters
Common Pitfalls to Avoid
- Incomplete documentation of process conditions
- Failing to check for water hammer or pressure spikes
- Returning valves with obvious installation damage
- Submitting claims without basic troubleshooting
- Missing critical information about fluid properties
- Not involving Velan technical support early in problem diagnosis
- Overlooking valve selection issues vs. actual product defects
- Insufficient cleaning and decontamination before return
- Inadequate packaging for heavy components
Tips for Expedited Processing
- Use the standardized Velan RMA request process
- Include complete product identification information
- Provide detailed failure description with specific symptoms
- Submit clear, focused photos of defects and valve nameplates
- Include process conditions and operating parameters
- Establish single point of contact for claim follow-up
- Reference original order numbers in all communications
- Clearly indicate if the valve is from a critical application
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Velan and your customers. Following these guidelines ensures efficient processing and resolution of all claims, helping you maintain profitability while providing excellent customer service for critical valve applications.
For access to Velan'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.
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