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Less than $25.00

- adv cs to keep > offer resh/ref

More than $25.00

- send erl > line, qty, tracking # > 3-4 bd for ret process

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Probing Question:
1. Is the mfg box damaged?

If the item was dead on arrival, confirm whether it might have been damaged. If yes, follow the damage procedure. If item was not damaged, check the amount and follow the procedure below:

Item is not more than $25.00
1. Open to *Supervisor and request for a refund/reshipment to be issued for the defective item. Put SKU/line/phase and defective quantity in your notes.

> Ado (resh/ref), 3rd part (ref only), no need to ret item

Item is more than $25.00

1. Identify whether the item is part of an Adorama kit or MFG kit (1 sku for all items). If the defective item has a specific SKU or part of an Adorama kit, follow the procedure below:

- Send an ERL and return instruction to the customer.

- Option “8” and hit “Enter”, Put “Y” on the Send UPS Return Label option and hit “Enter”.

If the value is more than $3500.00 or the item is too heavy, request for a Call Tag.

1. Open notes to *INTERCEPT and put the reason why we are requesting for a call tag.

2. Put SKU/line/phase and defective quantity in your notes and the exact description of defect.
> Not same day
> UPS/FedEx will only pick up in original delivery address (if cs insist they can ship it to their orig add)

NOTE: For printers, make sure to get a case #  before authorizing the return.
1. troubleshooting, contact mfg, get case #

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If a customer calls or emails to report a defective laptop/tablet, we will authorize the return for refund or exchange, with the following conditions:

• Must be within 30 day return policy.

• Must get a detailed description of the defect and notate it in F6.

• Must have all original manufacturers packaging.

• Remind them that we will evaluate the item and if not found defective, we will charge 15%-50% RSF. (restocking fee, deduct sa refund)

Note: We do not require customers to contact the manufacturer or to get return case numbers. We can suggest that they contact the MFG to troubleshoot the item depending on the description of the defect but if customer refuses to do so or insists that its defective just authorize the return.

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1. Email csdropship@adorama.com with the subject line code DRPSHPRETDEF with PO #, the SKU and the specific defect of the item. (1-2 BD update)

2. Our FF liaison will contact the manufacturer for the return instruction.

3. Once he receives an update, he will contact the customer directly.

- They may advise us to inform the customer to keep/dispose the item and they will just replace it.

- They may also give an RMA to our liaison so the customer can ship the defective item back to them.

- They may also ask us to take the defective item and we can just return it to them.

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Defective items ordered through eBay needs to be escalated to the Adorama eBay support team.

Transfer the call to the correct department or email ac@adorama.com.

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Please see job aid: https://intranetado.000webhostapp.com/pages/ado/DJI%20JobAid.pdf

JIRA Reporting Site: https://jira.adorama.com/secure/Dashboard.jspa
- for claim sheet
- format: cs follow up > dji ret > Defective Ord # > SKU, Serial # (cs), Issue

Advance Replacement
- can't till item isn't on us. need to re ord if need

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We do not accept returns for some items/brands even if they are defective. We advise our customer to contact the manufacturer for warranty claims. Below are the lists of items/brands that are non-returnable.

1. Black Magic Products

- If the customer is adamant to return to us, it may be allowed ONLY IF Black magic confirms it's defective and we need to know the defect details.

2. Canon Cinema Cameras (no chance, contact mfg)

3. All Drones except for Aries

- Aries is our home brand, therefore defective Aries drones need to be returned to us. For issues concerning house brands, refer to Brands.

4. Underwater Photography Equipment

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1. If the customer doesn’t want to return the item and they are just requesting it to be replaced

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1. If the customer doesn’t want to return the item and they are just requesting it to be replaced

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- check if we have the same item in the repair file by going to option 10 > 6 (repair file) sku > Opt 5 of the item that has a defective part
- if meron, create Jira
Jira: Missing Request > Missing Part > Notes -  Please check if *item* is working
- Our FF liaison will check with WH if we have the same part that can be sent to the customer.

5 POSSIBLE SOLUTIONS:
1. we have it, FF will update the customer that we are sending them a replacement part.

2. we don’t, FF liaison will check if we are selling it separately. If it’s minimal value, he/she will just send a no charge order to the customer for the broken part. (JIRA: mfg call)

3. the part is expensive, FF liaison will contact the MFG for part replacement, the MFG will be able to send it to the customer, FF liaison will inform the customer.

4. MFG cannot send it, FF liaison will offer discount to the customer.

5. the customer doesn’t want a discount, customer may return the product to us for a refund or exchange.

Send an ERL and return instruction to the customer.

- opt 8, send erl

// If the value of the order/item=is between $1500 and $3500, insurance amount should be $999.

// If the value is more than $3500.00 or the item is too heavy, request for a Call Tag.

- Open notes to *CLAIMS and put the reason why we are requesting for a call tag.

- Put SKU/line/phase and defective quantity in your notes and the exact description of defect.

NOTE: For printers, make sure to get a case # before authorizing the return.

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2. If we do not have the item in the repair file

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2. If we do not have the item in the repair file

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- we can check if the defective/missing part is being sold separately. If yes, check the cost of part and if it’s within your empowerment/approved by TL, you may send the part no charge.

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3. If the item’s defective part is not on repair file and we are not selling it separately

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3. If the item’s defective part is not on repair file and we are not selling it separately

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- you will need to create a JIRA ticket under Manufacturer callback (MFG Call).

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5. If the customer doesn’t want a replacement, you can authorize the return provided that it is a returnable item.

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5. If the customer doesn’t want a replacement, you can authorize the return provided that it is a returnable item.

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Send an ERL and return instructions to the customer.

o Go into the order with an “8” and hit “Enter”.

o Put “Y” on the Send UPS Return Label option and hit “Enter”.

o Enter the actual shipping weight of the order/item and round it to the next whole number.

F6 notes:
- *TL below 25$, def issue, pls ref

o If the value of the order/item=is between $1500 and $3500, insurance amount should be $999.

o If the value is more than $3500.00 or the item is too heavy, request a Call Tag.

· Open notes to *CLAIMS and put the reason why we are requesting for a call tag.

o Indicate SKU/line/phase and defective quantity in your notes and the exact description of defect.

NOTE: For printers, make sure to get a case # before authorizing the return.

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If the order was drop-shipped, email csdropship@adorama.com to report the issue. On your email use the subject line code DRPSHPRETDEF and include which part is defective and what does the customer wants.

o The drop-shipper can ship a replacement part to the customer, offer a discount or advise the customer to return the item for an exchange.

o This information will be relayed to the customer by the FF liaison.

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Software

Film

Paper

DVDs and video tapes

Bulbs and flash tubes

Batteries

Ink cartridges

Memory cards

Any item which has been removed from its "blister-pack"

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Canon Cinema Cameras

Drones

Printer

If toner, ink or ribbon cartridges have been installed.

Underwater photography equipment

If used underwater

Notebooks, Net books, tablets, iPads and Computers

If opened and used

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Items without Manufacturer’s Box

Subject for approval

Returns Past 30 days

Subject for approval

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Defective Return - can be resh/ref
Warranty return - replacement / issue full store credit

Within 30 days: with ERL, can be refunded back to orig payment source
Past 30 days Warranty Return: replacement / issue full store credit

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We will try repair the item first (if used), if it can’t be repaired or if repair is not applicable, we will try to replace the item. If the item cannot be replaced, we will issue a full value store credit to the customer.

- condition N, OB, mfg
- condition E, V, G F, X, Adorama

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Refund status inquiry does not only apply on orders that were returned. Customers may also inquire about the status of their refund regarding a PRM, PRD, lost packages, damage or discounts.

- To check whether a refund or credits has been issued, check if the order has CRD phase or status. Below is a sample order that was refunded.

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If the customer returned a reship ord paid by FA, check the funding source of the original order.

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If the customer returned a reship ord paid by FA, check the funding source of the original order.

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If the funding source is CC and the customer wanted the money to be refunded back, the system can automatically do it.

If the funding source is PayPal Credit, the same process will not work. The only way that we can give their money back is through a cheque which would take 2 weeks.

- To request for a check to be sent, the request has to be submitted through the Accounting Refund Check Request form.

The link is: https://forms.office.com/pages/responsepage.aspx?id=G6lIF0_WgUORhyLbHS38_3hCKwcGiRNGo3-R8FQFKyhUNTJVTFBZODM4NE45NDAyQTNNVlk0NDJYSC4u

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! check orig payment source - cant be ref back to check if galing sa warranty

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item’s defective part is not on repair file and we are not selling it separately

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item’s defective part is not on repair file and we are not selling it separately

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- you will need to create a JIRA ticket under Manufacturer callback (MFG Call).

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House Brand

Flashpoint

Power2000

Pro Optic

Meike

Urban Ears

Projet Papers

Green Extreme Battery

3Pod

Glow (2 years)

ARIES

Orlit

Youngno

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Not House Brand but under Adorama Warranty

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Not House Brand but under Adorama Warranty

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o SLR Magic

o Cactus

o Epiphanie (ask for photos documenting the defect)

o Jays Headphones

o Fitbit

o SMS Audio o Yongnou - (for tech/prod inquiries email service@hkyongnuo.com)

o Viofo

o Clar

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o Camera

- Conditions D, E+, E- and E

· 6 months Adorama Warranty
- Conditions V,G and F

· 90 days Adorama Warranty

- Condition X

· Non-returnable/No warranty

o Video and Lighting

- All conditions except condition X

· 90 days

o Condition N

- Original Manufacturer’s warranty

o Condition OB (Open Box)

- Original Manufacturer’s warranty

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instruct customers to keep the original packaging. Without it, we cannot file for a damage claim > make sure to verify the phone number of the customer because if UPS cannot contact them, they will deny the claim and ask the customer to take a photo of the following and forward it to claims liaison (cardprocessing@adorama.com).

1. Shipping Box

2. Manufacturer’s Box

3. Damaged Item

4. Serial Number of the item

Follow the following procedure depending on the price of the damaged item.

Damaged in Transit

*claims to issue damage claim > *credits for resh/ref > line, qty, tracking #

SPIEL
- auto rts

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notes to *claims to issue damage claim > *credits to ref/resh > line, qty, tracking #

LESS THAN $15

open notes *claims > line, qty, tracking # > pic isn't required if cs already described > if cs can't provide details, get photos for damage

MORE THAN $50 NOT MORE THAN $100

Send ERL and Return Instructions and ask the customer if wants Reshipment or refund.

- If the value is more than $3500.00 or the item is too heavy, request for a Call Tag.

open notes *claims > line, qty, tracking # > pic isn't required if cs already described > if cs can't provide details, get photos for damage

( re/resh, send erl, *credits and *claims )

MORE THAN $100

open notes *claims > line, qty, tracking # > pic isn't required if cs already described > if cs can't provide details, get photos for damage

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ask for detailed description of damage > if cs can't explain, request for photos > open notes to *claims
- forward it to claims liaison (cardprocessing@adorama.com)

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is it still usable?
no > treat as def ret > send erl
yes > do u wish to keep it for a discount > yes, rqst for photos and ask for tl for amount > no, treat as def ret, send erl

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weight is off? no > tampered? if no > report to csfu jira

weight is off? no > tampered? if yes, rqst photos for box > open to *claims

weight is off? yes > report to csfu jira

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ask cs to send pic of the defect and serial numbers

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if totally shattered > open to *claims > ask cs resh/ref

if useable > offer a partial ref based on cost and the amount of dents the customer quotes

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If water damaged > *CLAIMS to issue damage claim > ask the customer if wants refund/reshipment.

If the item is useable > offer a partial refund based on cost and the amount of dents the customer quotes.

If unusable below $100 > *CLAIMS to issue damage claim and ask the customer if wants refund/reshipment.

If unusable more than $100 > follow the “Above $100” claims process.

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If water damaged or leaked > *CLAIMS to issue damage claim > ask cs for resh / ref

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- adv cs to keep orig packaging > take photo og ff and forward it to our claims liaison (cardprocessing@adorama.com)
- 5bd from deli date, make sure to immediately open an F6 notes to *TGSCLAIMS even without the pictures and response to the questionnaire.

1. Shipping Box

2. Manufacturer’s Box

3. Damaged Item

4. Serial Number of the item

ask ff questions:
1. Did you sign for the shipment? If yes, did you note any damage on the shipment manifest?

2. Was the shipping box damaged? If yes, where and in what ways?

3. Was the manufacturer’s box damaged? If yes, where and in what ways?

4. What did the inner packing materials (Styrofoam, cardboard, etc) look like when you opened the manufacturer’s box?

5. Does the item look physically damaged? Please describe the physical damage and location.

6. Does the television turn on? What happens when you attempt to turn the TV on?

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email csdropship@adorama.com with the subject line code DRPSHPDMG > include the PO#, best phone# to contact customer and if they want a refund or reshipment

Ask the customer to take a photo of the following and include it in your email.

1. Shipping Box

2. Manufacturer’s Box

3. Damaged Item

4. Serial Number of the item

Our liaison will get in touch with the drop shipper so they can file a claim with the carrier that they used for the shipment. Once our liaison received an update coming from the drop shipper, he/she will email the customer directly.

Damage item delivered to FF address

If the customer claims that they received a damage item and the address that they have on file is an FF, advise them to contact the company. We are not liable for the damage.

If an agent from FF called us regarding a damage package, follow the damage procedure based on the shipping method used on the order.
- close note

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Other shipping department issues(Poorly Packed, Item in used Condition)

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Other shipping department issues(Poorly Packed, Item in used Condition)

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cs complain that is poorly packed and item is used > try to offer a discount depending on the value of the item > if cs doesn't want discount, they may return the item to us if it’s more than $25.00 or advise them to keep it if it’s for a minimal value only

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We are sorry to hear that that your order was delivered missing (________).

I can contact our warehouse to check if we can send you the missing part/accessories. By doing this, we can avoid the hassle of returning the item to us for an exchange. If in case case we cannot locate the missing parts, would you be willing to keep the item for a partial refund? Should you still wish to return the item to us for a full refund or exchange no problem, just let us know so we can send you the return instructions.

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Hi (Name),

We received notification from our Shipping Department that we
encountered issues on shipments dated _____
Please let us know if you already received this order.

We are looking forward for your confirmation.

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We are sorry to hear that your order was delivered missing (-----).

I have contacted our warehouse to try to locate the missing piece.  I will contact you with an update within 2 business days.

In the meantime, please hold all merchandise AND packing aside in case an investigation is needed.

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forward photos to cardpro