Zero International, acquired by Allegion plc in 2015, is a leading manufacturer of high-quality door and window gasketing, thresholds, saddles, and specialized architectural door hardware solutions. This comprehensive guide will help distributors efficiently manage product returns and claims to ensure optimal customer service and business profitability.
Introduction
As a Zero International distributor, managing returns and warranty claims effectively is crucial for maintaining customer satisfaction and business efficiency. When Allegion acquired Zero International in 2015, they expanded their portfolio to include a full array of premium sealing systems, including sound control, fire and smoke protection, threshold applications, lites, door louvers, intumescent products, photo-luminescent and flood barrier solutions for doors. These systems are critical components for commercial and architectural applications. Understanding Zero International's procedures ensures smooth processing and timely resolution of all claims and returns while strengthening your partnership with Zero International and maintaining your reputation in the door hardware industry.
Types of Returns/Claims Available
Limited Warranty Claims
Zero International provides warranty coverage for their door hardware products, including:
- Door gasketing systems
- Thresholds and saddles
- Sound control systems
- Fire and smoke seals
- ADA-compliant solutions
- Door louvers and specialized hardware
- Intumescent fire seals
Defective Product Returns
For products exhibiting manufacturing defects or failing to meet performance specifications, Zero International maintains a structured return process for evaluation and replacement.
Custom Product Considerations
Zero International offers many custom-fabricated products. Special considerations apply to warranty and return claims for custom-engineered solutions that may differ from standard catalog items.
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.
Discontinued/Replacement Product Returns
Zero International manages specific processes for discontinued products or items that have been replaced with newer models, which may include special return or credit options.
Before Filing a Claim/Return
Required Documentation
Gather these essential items:
- Original purchase order and invoice
- Zero International order confirmation number
- Product catalog numbers and part codes
- Installation date and project details
- Detailed description of the issue or failure
- Photos of defects or damage
- Application environment documentation
- Door specifications and fire rating details
- Testing certifications (if applicable)
- Building code compliance requirements
Eligibility Verification
Before proceeding, verify:
- The product is within warranty period
- Proper installation procedures were followed
- No unauthorized modifications made to the product
- Environmental conditions meet specifications
- Appropriate application for the product type
- Correct preparation of door or frame
- Maintenance has been performed according to guidelines
- Compatible with door fire rating requirements
Product Condition Requirements
For returns, ensure:
- Products are clean and free from excessive wear
- All components and accessories are included
- Original markings and labels are intact
- No additional damage beyond reported issue
- No unauthorized modifications or alterations
- Custom fabrication markings preserved
- Return authorization information clearly visible
- Proper packaging to prevent transit damage
The Claims/Returns Process
- Document the issue thoroughly with photos and application details
- Contact Zero International customer service
- Complete the Zero International RMA (Return Material Authorization) request form
- Submit all required documentation through appropriate channels
- Receive RMA number and return shipping instructions
- Package product according to Zero International guidelines
- Include all required documentation with RMA clearly marked
- Ship to designated Zero International facility
Best Practices for Distributors
- Maintain detailed records of product specifications and applications
- Document installation methods and conditions
- Verify correct application for the specific door type
- Take photographs showing proper installation
- Confirm compatibility with fire and building codes
- Build relationships with Zero International technical representatives
- Train team members on proper gasketing selection and installation
- Understand environmental factors affecting performance
Common Pitfalls to Avoid
- Incomplete documentation of door specifications
- Failing to check for proper door preparation
- Returning products with obvious installation damage
- Submitting claims without basic testing and troubleshooting
- Missing critical information about door operation
- Not involving Zero International technical support early in problem diagnosis
- Overlooking environmental factors vs. actual product defects
- Improper packaging causing additional damage
Tips for Expedited Processing
- Use the standardized Zero International RMA request process
- Include complete product identification information
- Provide detailed failure description with specific issues
- Submit clear, focused photos of defects and product installation
- Reference applicable building codes or regulations
- Include door schedule information when relevant
- Establish single point of contact for claim follow-up
- Reference original order numbers in all communications
Conclusion
Effective management of returns and warranty claims strengthens relationships with both Zero International 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 door hardware applications.
For access to Zero International'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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