US SALES REP TOOL KIT 2019_LR

Aftersales Process Customers should be advised not to sign for deliveries that include broken merchandise. However, if our customer has received an order and then finds an issue with an item, this is how the problem should be rectified. • When the customer has checked their order against their POD and finds item(s) either missing or damaged, they should notify the credit control department within 1 week of receipt of goods. • All claims should be sent to customercare@typhoonhomewares.com. • The claim should include a customer number, the item number(s) of the product in question, the date the item was delivered and the item value. • For co-op orders that bill through corporate but ship direct to store, the store member must file a claim online via the co-op portal to receive credit. We are not able to issue credit memos via our EDI provider. 1. Shortage claim: • Ensure you have a value for each line and total value for the claim. • Confirm that the customer has not received an alternate item that has been mis-picked. • Credit for shortages will be issued in full. 2. Breakage claim: • Photographic evidence must be supplied by the customer to validate the claim. • If the claim or photographic evidence is indicating that the goods were damaged in transit, the customer needs to have clearly documented this on their proof of delivery at the time of reception of goods.

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Typhoon Homewares