Returns procedure

1. Purpose

This procedure provides step-by-step instructions for Hager agents managing return requests from reseller customers via telephone. The goal is to ensure consistent, professional, and efficient handling of returns while minimizing errors and delays.

2. Scope  

This procedure applies to all Hager agents who receive and process returns requests by phone from reseller customers who purchased Hager electrical products such as circuit breakers, electrical boards, and other related equipment.

3. Phone Returns Handling Procedure

Step 1: Answering the Call

• Greet the reseller customer politely and identify yourself and the Hager Returns Department. 
• Verify the caller’s identity and reseller account (e.g., company name, reseller ID, contact person).

Step 2: Gather Return Details

Ask for and record the following essential information carefully:  

• Original Invoice Number
• Date of Purchase
• Product Model(s) and Quantity to be returned  
• Serial Numbers (if applicable)  
• Reason for Return (defective, wrong shipment, damaged, ordering error, etc.)  
• Condition of the Product (in original packaging, unopened, used, damaged, etc.)

Step 3: Confirm Return Eligibility

• Confirm that the return request falls within the 30-day return window unless the reason is product defect or shipment error.  
• Confirm the product is in acceptable condition for return (unused, resalable unless defective).  
• For defective or damaged products outside of 30 days, advise that the return request will require further evaluation by Hager Customer Service.

Step 4: Initiate RMA Request

• Inform the customer you will initiate a Return Merchandise Authorization (RMA) on their behalf and explain the next steps.  
• Submit the RMA request to Hager Customer Service immediately via the internal portal or email ([e-mail]), providing all verified details including photos if necessary.  
• Provide the customer an estimated timeframe for RMA approval (within 2 business days).

Step 5: Communicate Return Instructions

• Once an RMA number and instructions are received from Customer Service:  
• Contact the reseller to provide the RMA number and detailed return address/instructions.  
• Instruct the reseller to clearly mark the RMA number on all returned goods and packaging.  
• Advise the reseller to use a reliable carrier and obtain tracking information.

Step 6: Documentation and Follow-up

• Log the entire phone call details and RMA request in the system for tracking.  
• Follow up with Customer Service if no response is received within 2 business days.  
• Inform the customer promptly of any delays or exceptional cases.

4. Important Reminders for Agents  

• Always remain courteous and professional. Demonstrate understanding and empathy, especially for defective or damaged product returns.  
• Do not approve returns yourself; all returns require an official RMA approval from Hager Customer Service.  
• Never provide alternative return addresses or exceptions unless instructed by Hager management.  
• Avoid verbal commitments about credit or replacement until the return is inspected and approved by Hager.  
• Encourage resellers to keep all packaging and proof of shipment until the return is fully processed.

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5. Handling Difficult Situations  

• If a customer insists on returning a product outside policy terms, explain the policy clearly and offer to escalate the request to Returns Management for review.  
• For urgent returns involving safety issues or product defects, prioritize the RMA process and notify Customer Service accordingly.