Product complaints and returns

Use when: a customer says a product has failed, is faulty or was wrong, or wants to return it.

Steps

Verify the customer (trade account number, or name and proof of purchase for retail).
Get the product name, the batch number (on the base of the tube or the side of the pail) and the purchase date.
Ask how the product was used: surface, conditions, cure time allowed. Ask for photos of the failure.
Log a complaint case in Salesforce, type Product Quality, with the batch number.
Offer the outcome in line with the policy below and confirm the next step and timeframe.

A product that fails when used as directed and within its shelf life gets a free replacement or a credit to the trade account.
Credits up to $1,000 can be approved by the agent. Above $1,000 needs Team Lead approval.
Unopened stock can be returned within 30 days for a credit, less a 15% restocking fee. Faulty stock has no restocking fee.
Technical Services reviews every batch-related complaint and replies within 5 business days.
If a batch number has 3 or more complaints in 30 days, Quality is alerted automatically.

There is property damage or an injury (to Technical Services and the Team Lead the same day).
The customer wants labour or remediation costs covered.