As a Schlage Commercial distributor, managing product returns and claims efficiently is key to maintaining strong customer relationships and ensuring business profitability. This guide outlines the essential processes and best practices for handling Schlage Commercial returns and claims effectively.
Understanding Schlage Commercial Return Types
Schlage Commercial offers several return programs designed to address various situations:
Warranty Claims
Schlage Commercial provides industry-leading warranty coverage for their door hardware solutions. Their commercial-grade products typically come with:
- Limited lifetime mechanical warranty for most mechanical components
- Three-year warranty for electronic components
- One-year warranty for finishes
Warranty claims can be submitted for products that fail to perform according to specifications under normal use conditions.
Defective Product Returns
When products arrive with manufacturing defects or fail during initial installation, Schlage Commercial provides a straightforward return process. These returns must be reported promptly and include detailed documentation of the defects encountered.
Customer Satisfaction Returns
Schlage Commercial stands behind its products with a 30-day satisfaction guarantee program. Products must be in resalable condition and returned in original packaging to qualify for this program.
Damaged Goods Claims
For products damaged during shipping, Schlage Commercial maintains specific procedures:
- Claims must be filed within 48 hours of delivery
- Original packaging must be retained
- Photos of damage and packaging required
- Carrier inspection may be necessary for significant damage
Before Filing a Claim/Return
Required Documentation
Gather these essential items before initiating any return:
- Original purchase order number
- Product model numbers and date codes
- Detailed description of the issue
- Installation date and location (for warranty claims)
- Clear photos showing the issue
- Completed Return Material Authorization (RMA) form
Eligibility Verification
Ensure your return meets these requirements:
- Product is within warranty period
- Issue falls under warranty coverage
- Product was properly installed and maintained
- No unauthorized modifications have been made
- Original proof of purchase is available
Product Condition Requirements
All returns must meet these conditions:
- Original packaging when possible
- All components included
- No additional damage beyond reported issue
- Clean and free of debris
- Proper protective packaging for return shipping
- RMA number clearly marked on outside of package
The Claims/Returns Process
- Start by contacting Schlage Commercial Technical Support
- Obtain an RMA number through the distributor portal
- Document the issue thoroughly
- Complete all required forms
- Package the product appropriately
- Ship to designated Schlage Commercial returns facility
- Monitor claim status via online portal
Best Practices for Distributors
- Create a dedicated returns processing area
- Implement a tracking system for all returns
- Take detailed photos upon receiving damaged products
- Maintain complete documentation of all communications
- Train staff on proper inspection procedures
- Establish a regular follow-up schedule for pending claims
Common Pitfalls to Avoid
- Missing the initial inspection window for damaged goods
- Incomplete documentation submission
- Improper packaging for return shipping
- Failing to obtain RMA before returning product
- Not recording serial numbers and date codes
- Discarding original packaging prematurely
Tips for Expedited Processing
- Submit all documentation electronically when possible
- Use high-quality photos that clearly show issues
- Include all required information in the initial submission
- Follow up regularly on pending claims
- Build relationships with Schlage Commercial support staff
- Maintain organized records of all claim activities
Conclusion
Effective management of Schlage Commercial returns and claims requires attention to detail and consistent processes. Following these guidelines will help ensure smooth processing and maintain positive relationships with both Schlage Commercial and your customers.
Visit Schlage Commercial’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.
Comments