Process Returns in VOTW

Transcription

1 Process Returns in VOTW 1. From the Menu bar, select Other Functions Returns. 2. From the Returns Action list, select one of the following: Add a Claim Request: Request a new return on an Eaton product. Display a Claim Request: Review an existing claim. Modify a Claim Request: Make changes to a existing claim. 3. Refer to the appropriate section. Page 1 of 8

2 Add a Claim Request When you choose to add a claim request, you will be prompted to select the type of return. A header form will display based on the type of return requested. 1. Select one of the following return types: Return due to a shipping error by Eaton (CA) Return due to a cancellation by End Customer (CE) Return due to incorrect product being ordered (CE) Return due to a slow moving product and wish to return to Eaton Stock (CE) Return for Repair/Exchange (RE) Return to non-conformity to specifications or standards and needs to be returned for credit (WC) 2. Enter the following header information: Contact Name Phone Number Fax Number Address 3. Enter any additional header details, based on the type of return. 4. Click the Claim Items button. Page 2 of 8

3 5. Enter the following Required information: Quantity Product ID Invoice Price 6. (Optional) Enter any additional information: Notes Credit Information 7. Click the Save button. Corrective Action Returns (CA) The Eaton Corrective Action Return Policy covers Eaton errors, such as incorrect product shipped, product overage or duplicate shipment. Full credit, including transportation charges, will be allowed. Credit for transportation charges is accomplished by taking a deduction for the amount of freight. There should be nothing physically wrong with the product. All requests for returns due to Eaton error must include: the original invoice number or our General Order item number the specific nature of the error. This information is crucial for corrective action to be taken by Eaton. Note: Failure to provide the original Eaton invoice or General Order/Item Number and the specific nature of the error will result in the request being treated as a Commercial Return and subject to possible restocking charges. 1. Follow Steps 1-3 above, selecting the CA return type in Step Complete all required fields, as indicated by the green diamond. 3. Enter your User Note regarding the return of the product. 4. Click the Save button. 5. Click the Claim Items button. Page 3 of 8

4 6. Enter the following required fields, as indicated by the green diamond: Quantity: enter the number of pieces being returned. This number can be any number greater than zero. Product ID: enter the product ID/catalog number that applies to the product being returned. Invoice Number or GO Number 7. Select the Credit Reason code, as described below. Page 4 of 8

5 8. Click the Save button. 9. Click the Send to Vista button, 10. Click OK to confirm. Once the request is authorized, you will receive a return claim ID and shipping instructions. The claim ID must be clearly marked on the shipment. If multiple boxes are shipped, please mark accordingly. Each shipment must include a packing list per shippable unit (package or pallet). After Eaton inspection, you will receive a Corrective Action Credit statement via fax itemizing credit amounts. Refer to the Corrective Action Condition Code Chart below: Condition Code Category % of Credit A Eaton Warehouse, EatonCare or Sales Errors 100% B Refused Shipments by distributor or ship to Customer 100% C Overages (not Invoiced) 0% Page 5 of 8

6 Note: Condition Code B does not pertain to damaged freight. Damaged freight should NEVER be refused. An Eaton credit memo will be issued within the next business day after the issuance of the Corrective Action Credit Statement for distributors that do not take debit memos. Please reference this credit memo number on your remittance advice. The Eaton Return Policy is to issue credit memos for returned product. However, if your accounting system requires a debit memo for a return, please follow the proper guidelines. All debit memos must reference a return claim ID. Eaton return to location must be included also if the product was returned to more than one plant or warehouse. Debit memos without this information will be re-billed to your account upon receipt. The difference, as a result of an Eaton audit between your debit memo and the Eaton Return Credit Statement, will be re-billed to your account. WARRANTY RETURNS (WC) This process refers to products that do not conform to specifications or standards, and/or are allegedly defective. Standard Warranty Policy Seller warrants that the Products manufactured by it will conform to Seller's applicable specifications and be free from failure due to defects in workmanship and material for a period of one (1) year from the date of shipment. In the event the Product fails to comply with this warranty Seller will, at its option, either credit Buyer for the purchase price of the Product or repair or replace the defective part or parts F.O.B. Seller's facility freight prepaid. All warranty claims shall be made in writing to Seller. Seller requires that all nonconforming Product must be returned at Seller's expense for evaluation unless specifically stated otherwise in writing. This warranty does not cover failure or damage due to storage, installation, operation, or maintenance not in conformance with Seller's recommendations and industry standard practice or due to accident, misuse, abuse, or negligence. This warranty does not cover reimbursement for consequential or incidental damages, labor, gaining access, removal installation, temporary power, or any other expenses which may be incurred in connection with repair or replacement. Page 6 of 8

7 THE FOREGOING WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES WHETHER STATUTORY, EXPRESSED OR IMPLIED EXCEPT FOR WARRANTIES OF TITLE AND AGAINST PATENT INFRINGEMENT. SELLER DISCLAIMS ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND ALL WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE. The remedy set forth above is the Buyer's sole remedy for any failure of Seller to comply with its obligations. Correction of any nonconformity in the manner and for the period of time provided above shall constitute complete fulfillment of all liabilities of Seller whether the claims of the Buyer are based in contract, in tort (including negligence or strict liability) or otherwise with respect to or arising out of the Product or service furnished. 1. Follow Steps 1-3 above, selecting the CA return type in Step Complete all required fields, as indicated by the green diamond. 3. Enter your User Note regarding the return of the product. 4. Click the Save button. 5. Click the Claim Items button. 6. Complete all required fields, as indicated by the green diamond. Requesting Credit Only or Credit and Report: Credit and Report will provide the distributor with a written report on the outcome of the test conducted on the allegedly defective item. Credit Only will not receive a written report. 7. Click the Save button. 8. Click the Send to Vista button. Note: Depending on the profile the distributor has set up in Vista, the Warranty Claim return paperwork should be received via fax or within 48 hours. If you have not received your Warrany Claim return, please contact the Center of Return Excellence (CORE) at with your Claim ID #. You will automatically receive a return authorization number and shipping instructions. The return authorization number is valid for 45 days and you must affix the Claim ID and authorization paperwork to each shippable unit. Distributor will be billed for any discrepancies in style or quantity of product returned. The Eaton Return Policy is to issue credit memos for returned product. However, if your accounting system requires a debit memo for a return, please follow the guidelines listed below. All debit memos must reference a return claim ID. Eaton return to location must be included also if the product was returned to more than one plant or warehouse. Debit memos without this information will be rebilled to your account upon receipt. Page 7 of 8

8 Repair or Replace Returns (RE) This process assists our distributors in determining if nonfunctioning products, components, or assemblies require technical application, repair, or replacement and coordinate details for timely resolution. The distributor's first contact point is the local Eaton sales office. The sales office may be able to troubleshoot over the telephone, or bring the warranty contact into the conversation. This process is followed if the product needs to be returned. 1. Follow Steps 1-3 above, selecting the RE return type in Step Complete all fields required fields, as indicated by the green diamond. 3. Enter your User Note regarding the return of the product. 4. Click the Claim Items button. 5. Enter the following required fields, as indicated by the green diamond: Quantity: enter the number of pieces being returned. This number can be any number greater than zero. Product ID: enter the product ID/catalog number that applies to the product being returned. Invoice Number or GO Number 6. Click the Save button. 7. Click the Send to Vista button, 8. Click OK to confirm. Page 8 of 8