Turning Technologies, LLC

Transcription

1 Turning Technologies, LLC Returns Policies & Procedures Purpose and Requirements... 2 Bookstore Overstock Returns... 2 Returns (Non Defective)... 2 Defective Items Returns (bookstore and non-bookstore)... 2 Sales Commissions Employee... 2 Sales Commissions Channel... 2 SalesLogix... 2 Return Policies... 3 Bookstore Overstock Returns (Non-Defective Products)... 3 Bookstore Defective Products Returns... 4 Higher ED Keypad Trade-ins... 5 Product Returns (non-bookstore/non-defective)... 6 Defective Items/Warranty (non-bookstore)... 7 Domestic Freight Return Policy... 8 Return Processes MAS/SLX Return Process Syspro Return Process

2 Purpose and Requirements The purpose of this policy is to document how product returns are processed. Bookstore Overstock Returns These returns will be handled by the Sales Operations Dept. See Policy below. Returns (Non Defective) These returns will be handled by the Sales Operations Dept. See Policy below. Defective Items Returns (bookstore and non-bookstore) These returns will be handled by the Technical Support Dept. See Policies below. Sales Commissions Employee The items returned will be deducted from Sales commissions. Sales Commissions Channel The items returned will be deducted from Sales commissions at the same percentage as sold. SalesLogix All the information for the return will be entered into SalesLogix or Syspro by Sales Operations or Technical Support. 2

3 Return Policies Bookstore Overstock Returns (Non-Defective Products) Turning Technologies accepts returns of up to 10% of the purchased product (calculated per shipment) for a period of 90 days from the original invoice date. Items purchased prior to 90 days from the request for return date are not eligible for return. This policy does not preclude our standard payment terms witch are Net 30. Non payment past 60 days are subject to 1.5 % monthly service charge. Turning Technologies does not accept COD returns. Preparing Product for Return 1. To receive your Return Merchandise Authorization (RMA) number, please submit your return reqest by Fax ( ) or (product.returns@turningtechnologies.com). Please reference the respective PO number. You will be assigned an RMA number and given the return shipping address via or fax within 5 business days. 2. Products must be in original packaging and include all documentation and accessories. 3. Bookstores returning product are encouraged to select a carrier that provides tracking numbers and insurance, such as UPS or FedEx. Owner assumes risk of loss and payment for return freight. The product must be returned to the Turning Technologies warehouse within 14 calendar days of the issuance of the RMA. Return Shipping Address: Turning Technologies Attn: Receiving Department RMA# 255 Federal Plaza West Youngstown, OH (330) Write all applicable RMA numbers on the return shipping label or on the outside packaging that the product is returned in. If products are received with invalid RMA numbers, processing will be delayed. Products received without a RMA number will be documented and returned at the owner s expense. 5. Turning Technologies will verify that the original invoice has been paid in full. Only credit for complete authorized returns will be issued. The same payment method used for purchase will be credited(when applicable). Standard processing takes 7-10 business days to complete. Proof of delivery for returns Signatures confirming proof of delivery (POD) can be used to determine whether or not a RMA has been received by Turning Technologies. If items are consolidated into a single package, a POD cannot be used to confirm receipt of specific items or quantities. Shipment related loss or damage You should note damages or shortages on the POD at the time of delivery, and report them within 7 days by Contacting Sales Operations and Support. You may be asked to provide POD as well as RMA, order or customer account number. Refunds for CPS Activations Purchased Online (not defective): TurningTechnologies provides refunds to students for CPSOnline Activations purchased online only if a student has made a duplicate payment. To request a refund, students should submit the following to paymentsupport@einstruction.com: (1) start date of the class; (2) the university where the student is enrolled; (3) full name on the credit card; and (4) the transaction ID. 3

4 Bookstore Defective Products Returns Turning Technologies warrants its hardware products for any defect in the product as well as for any failures related to normal product use. This warranty does not extend to batteries or any product component, which has been subjected to misuse, deliberate destruction, or alteration. The warranty starts from the date of delivery. ResponseCard hardware: 12 months einstruction Pulse RF hardware: 36 months Turning Technologies agrees to remedy any product defect or failure as outlined below, or at its discretion, replace any component of the product provided the bookstore complies with the procedures listed below. Standard processing takes 7-10 business days upon receipt to complete. 1. Warranty exchanges are to be provided by the purchaser (bookstore) for students with defective product. 2. In order for a device to be deemed defective, the student must bring a copy of Turning Technologies Bookstore Device Exchange Form with a valid Issue Number and Exchange Code to the bookstore. The student can receive this form from our Tech Support Team by calling or by submitting a request at Turning Technologies will not issue credit for any defective device unless it is accompanied by this form. A sample copy of the form is available upon request. 3. To obtain an RMA, please (product.returns@turningtechnologies.com) or fax ( ) your request to Turning Technologies. Please reference your PO/Invoice number. If eligible, you will be assigned a RMA number via /fax during normal support hours Monday-Friday, 8:00 am 5:00 pm EST. 4. Bookstores returning product are encouraged to select a carrier that provides tracking numbers and insurance, such as UPS or FedEx. Bookstores assumes risk of loss and payment for return freight. Send defective product to: Turning Technologies Attn: Receiving Department RMA 255 West Federal Street Youngstown, OH (330) Write all applicable RMA numbers on the return shipping label or on the outside packaging that the product is returned in. If products are received with invalid RMA numbers, processing will be delayed. Products received without a RMA number will be documented and returned at the owner s expense. 6. If determined that a defect is due to misuse, deliberate destruction or alteration, the bookstore will be contacted and at its choice the product will be returned or a replacement provided and the customer invoiced accordingly. Turning Cloud/ResponseWare Activations: If a student is having a problem with a TurningCloud/ResponseWare Activation code, please have the student contact our Tech Support Team by calling or by submitting a request at Do not replace their code. Technical Support will replace their code if needed. CPS Activations: If a student is having a problem with a CPSOnline Activation code, please have the student contact our Tech Support Team by calling or by submitting a request at Do not replace their code. Technical Support will replace their code if needed. Proof of delivery for returns Signatures confirming proof of delivery (POD) can be used to determine whether or not a RMA has been received by Turning Technologies. If items are consolidated into a single package, a POD cannot be used to confirm receipt of specific items or quantities. 4

5 Higher ED Keypad Trade-ins Handled on a case by case basis by the Higher ED Account Executive. The Regional Manager must be aware of the Trade-in. 5

6 Product Returns (non-bookstore/non-defective) Turning Technologies accepts returns on most new and unopened items within 30 days of delivery. If the item is returned unopened in the original packaging, we will exchange it or offer you a refund based on your original method of payment. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product. A restocking fee will be assessed on any opened hardware or accessory (unless item is defective.) Preparing product for Return 1. Contact Sales at opt 1 or product.returns@turningtechnologies.com to obtain a Return Merchandize Authorization (RMA) number, and please reference the respectiver PO number. You will be assigned an RMA number and given the return shipping address via Owners returning product are encouraged to select a carrier that provides tracking numbers and insurance, such as UPS or FedEx. Owner assumes risk of loss and payment for return freight. The product must be returned to the Turning Technologies warehouse within 14 calendar days of the issuance of the RMA. 3. Write all applicable RMA numbers on the return shipping label or on the outside packaging that the product is returned in. If products are received with invalid RMA numbers, processing will be delayed. Products received without a RMA number will be documented and returned at the owner s expense. 4. Turning Technologies will verify that the original invoice has been paid in full. Only credit for complete authorized returns will be issued. The same payment method used for purchase will be credited(when applicable). Standard processing takes 7-10 business days to complete. Proof of delivery for returns Signatures confirming proof of delivery (POD) can be used to determine whether or not a RMA has been received by Turning Technologies. If items are consolidated into a single package, a POD cannot be used to confirm receipt of specific items or quantities. Shipment related loss or damage You should note damages or shortages on the POD at the time of delivery, and report them within 7 days by Contacting Sales Operations and Support. You may be asked to provide POD as well as RMA, order or customer account number. 6

7 Defective Items/Warranty (non-bookstore) Turning Technologies warrants its hardware products for any defect in the product as well as for any failures related to normal product use. This warranty does not extend to batteries, any product component, which has been subjected to misuse, deliberate destruction, or alteration; or any products for which we have not received payment. The warranty starts from the date of delivery. ResponseCard hardware: 12 months einstruction SRS RF hardware: 36 months einstruction SRS IR hardware: 60 months einstruction Mobi: 12 months einstruction Dualboards: 36 months einstruction Touchboards: 24 months Turning Technologies agrees to remedy any product defect or failure as outlined below, or at its discretion, replace any component of the product provided the bookstore complies with the procedures listed below. Standard processing takes 7-10 business days upon receipt to complete. 1. Contact Customer Support at or to obtain a Return Merchandise Authorization (RMA) number, and please reference the respective PO number. If eligible, you will be assigned a RMA number via during normal support hours Monday-Friday, 7:00 am 9:00 pm EST. 2. Customers returning product are encouraged to select a carrier that provides tracking numbers and insurance, such as UPS or FedEx. Customers assumes risk of loss and payment for return freight. 3. Write all applicable RMA numbers on the return shipping label or on the outside packaging that the product is returned in. If products are received with invalid RMA numbers, processing will be delayed. Products received without a RMA number will be documented and returned at the owner s expense. 4. If determined that a defect is due to misuse, deliberate destruction or alteration, the customer will be contacted and at its choice the product will be returned or a replacement provided and the customer invoiced accordingly. Proof of delivery for returns Signatures confirming proof of delivery (POD) can be used to determine whether or not a RMA has been received by Turning Technologies. If items are consolidated into a single package, a POD cannot be used to confirm receipt of specific items or quantities. Shipment related loss or damage You should note damages or shortages on the POD at the time of delivery, and report them within 7 days by Contacting Sales Operations and Support. You may be asked to provide POD as well as RMA, order or customer account number. 7

8 Domestic Freight Return Policy This policy is specifically for the shipping of Boards and palletized items, and is meant to assist customers in the examining of product at the time of delivery so issues can be expedited and corrected quickly and easily. When Turning Technologies ships products on a Prepaid basis, the products become the responsibility of the purchaser upon delivery to the specified shipping address/consignee. If the products are shipped on a Collect or Third Party basis, the products become the responsibility of the purchaser when their specified shipping agent collects the products from Turning Technologies, and therefore the purchaser would be responsible for any damages incurred during transport. At the time of delivery, the purchaser/consignee (customer) is responsible for examining the product(s) to ascertain the following: 1. Are there any visual damages to the product packaging? 2. Are these the correct products ordered? 3. Is the correct quantity of products being received? Before the freight carrier leaves the premises, if there is a problem with the delivered order, the customer must note the problem in writing on the freight carrier s delivery receipt and proceed with the following, as applicable. 1. Damages a. Detected at the time of delivery Option #1 Refuse Delivery: If substantial damage to the packaging is apparent (i.e. large holes/punctures in the middle of the box), and immediate subsequent inspection determines that the product has sustained damage that will hinder it s function, then the customer may refuse delivery of that damaged product and must note on the delivery receipt the quantity and the product refused. (e.g. three Touchboards accepted, one Touchboard refused damaged ). Option #2 Sign as Damaged: If the damage to the packaging is minor, the customer may elect to keep the product and must note in writing on the delivery receipt what product packaging is damaged and a brief but specific description of the damage. (e.g. one Touchboard damaged - left corner crushed, front of packaging ripped ) If damage to the product is found when the box is opened, the customer has 25 (twenty-five) days after delivery to notify Turning Technologies. Once the return is authorized (as set forth herein), the Customer must arrange with Turning Technologies to have the product picked up from the Customer s location. The product should not be moved from the original delivery location nor installed; both nullify the claim of damage against the carrier as well as Turning Technologies. (NOTE: If the customer does not sign for it as damaged, they will only have 7 days from the day of delivery to report any damage to the product.) b. Detected within 7 days of delivery If obvious damage to the products is detected after the customer accepts the delivered products but without a note on the delivery receipt (a clean delivery receipt ), the customer must proceed as follows. Customers have 7 (seven) days after delivery to notify Turning TEchnologies of damages unseen at the time of delivery. Notification must be accompanied with pictures of the damaged packaging as well as the damaged product. 8

9 Once the return is authorized (as set forth herein), the Customer must arrange with Turning Technologies to have the product picked up from the Customer s location. The request to return will not be authorized if one of the following occurs: 1. The product is moved from the original delivery location. (The product can be moved within the building, but should not leave the building). 2. Damaged during installation. 3. Damaged by Misuse or mishandling of the product. Note: Installation of boards and/or moving the product nullifies the claim of damage against the carrier as well as Turning Technologies. c. Damages found outside of 7 days Damages found outside of 7 days are considered outside the scope of our freight policy. 2. Incorrect Product/Quantities If incorrect product/quantities are detected, Customers have 30 (thirty) days after delivery to notify Turning Technologies. Notification must be accompanied by a description of what should have been delivered and what was actually delivered. 3. Ordering Errors If an ordering error is discovered, Customers have 7 (seven) business days after delivery to notify Turning Technologies of the error. Subject to the additional costs and conditions set forth below. CUSTOMER CLAIMS PROCESS If you would like to make a claim, please Sales Operations at product.returns@turningtechnologies.com. Please include contact information, including name, telephone number, and details of the full collection address; restrictions in terms of collection times / holidays; and a full description of the issue. For damaged product, the claim will be submitted to our Freight Returns team and once it is approved, Turning Technologies will arrange with the customer to have the product picked up. (The claims process may take up to 120 days.) For incorrect product and number of product, if the error is deemed to be an Turning Technologies error, then Turning Technologies will arrange for the return and/or shipment of product depending on the circumstance at Turning Technologies expense. For ordering errors, once the return is approved, the customer has 30 (thirty) business days within which to arrange for and actually return the incorrect products to Turning Technologies. If the product is not returned to Turning Technologies within this period the return authorization may be cancelled. Additional Conditions and Fees. This applies to orders that were ordered incorrectly by the customer i.e. incorrect quantity and/or incorrect product. Customer will be charged a 15% Restocking Fee for any unopened product in original condition. Open box items or items not in original condition are not eligible for return. Additional fees may be charged for any product returned in a non-saleable condition (e.g. damaged, marked on, defaced or has missing items). The customer is responsible for all transportation costs. Faulty Products/Missing Parts/ and Warranty Claims Any time after a clean delivery receipt, if Customer finds the Product to have a concealed or latent defect the Customer must contact technical support. 9

10 Return Processes MAS/SLX Returns Process 10

11 Syspro Returns Process 11

12 Notes: Send all RMA requests over $5, revenue to Dave Kauer for approval. Send a completed RMA form to Dave for him to get the appropriate approvals. Dave will respond to SOS or Tech Support with the necessary approvals. We will attach these to the RMA. 12