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

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 # 

• 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.

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.

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

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

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.

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

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.

 

- 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 

 

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

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

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.

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

SPIEL
- auto rts

LESS THAN $15

MORE THAN $50 NOT MORE THAN $100

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

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

MORE THAN $100

- adv cs to keep > offer resh/ref

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

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?

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.

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

 

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.

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.

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.