As a trusted Assa Abloy distributor, efficiently managing product returns and claims is crucial for maintaining customer satisfaction and protecting your business interests. This comprehensive guide will walk you through Assa Abloy's returns and claims processes, helping you handle these situations more effectively.
Understanding Assa Abloy Return Types
Assa Abloy offers several return programs to address different situations:
Warranty Claims
Assa Abloy stands behind its products with comprehensive warranty coverage. Most mechanical products come with a limited lifetime mechanical warranty, while electrical components typically carry a one-year warranty from the date of installation. Warranty claims can be filed for products that fail to perform as specified under normal use and maintenance conditions.
Defective Product Returns
For products that arrive with manufacturing defects or fail during initial testing, Assa Abloy maintains a streamlined return process. These returns require immediate notification and documentation of the specific defects encountered.
Customer Satisfaction Returns
Assa Abloy recognizes that sometimes products may not meet customer expectations. Their customer satisfaction return program allows for returns within 30 days of purchase, provided the product is in resalable condition with original packaging.
Damaged Goods Claims
Products damaged during shipping require special handling. These claims must be filed within 5 business days of receipt, with clear documentation of the damage and retention of all original packaging materials.
Essential Pre-Claim Requirements
Required Documentation
Before initiating any return or claim, ensure you have:
- Original purchase order number and date
- Product serial numbers and date codes
- Detailed description of the issue
- Installation date (for warranty claims)
- Photos of damaged products (for shipping damage claims)
- Completed Return Material Authorization (RMA) form
Eligibility Verification
Verify that your return meets these basic criteria:
- Product is within the applicable warranty period
- Issue is covered under warranty terms
- Product has been properly installed and maintained
- Damage is not due to misuse or unauthorized modifications
Product Condition Requirements
Returned products must be:
- In original packaging when possible
- Complete with all components
- Free from additional damage
- Properly protected for return shipping
- Clearly labeled with the RMA number
Filing Claims and Returns
- Contact Assa Abloy Technical Support to troubleshoot the issue
- If return is necessary, request an RMA number through the distributor portal
- Complete all required documentation
- Package the product securely with RMA number clearly visible
- Ship to the designated Assa Abloy returns center
- Track claim status through the online portal
Best Practices for Distributors
- Document everything thoroughly from the start
- Take clear photos of damage immediately upon receipt
- Maintain organized records of all claim-related communications
- Create a standardized internal process for handling returns
- Train staff on proper documentation requirements
- Regularly review claim status and follow up as needed
Common Pitfalls to Avoid
- Missing documentation deadlines
- Incomplete claim forms
- Poor quality photos of damage
- Improper packaging for return shipment
- Failure to obtain RMA before returning product
- Not retaining original packaging for damaged goods claims
Expediting Your Claims
- Submit claims promptly - delays reduce approval likelihood
- Provide comprehensive documentation upfront
- Respond quickly to requests for additional information
- Use the online portal for faster processing
- Maintain regular communication with your Assa Abloy representative
Conclusion
Effective returns and claims management is essential for maintaining strong relationships with both Assa Abloy and your customers. Following these guidelines will help ensure smooth processing and faster resolution of any product issues.
Visit Assa Abloy's portal 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.