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How to process a defective product

When a customer or Sales Rep reports a defective product to an Account Manager, we must service the customer with a replacement and also require for them to return the defective product. 

If you are a Sales Rep, report defects to your Account Manager immediately, DO NOT PROCESS ON YOUR OWN.

Follow the below steps when a DEFECT is reported to you, the Account Manager:

  1. Start a new Order in FDM4, using the original Sales Rep ID, DO NOT USE A 444X ID or submit a request on the Non-Sales Rep ID form. 
  2. Price the item(s) the same as the original order. 
  3. For the PO please enter "DEFECT ON [original order number]"
  4. Submit a request on the GO Returns Platform (Sales Deck > External Links > Returns). 
  5. Wait for an approval from Jim Wolsiffer with instruction on the defect being returned. 
  6. Once the RI claim is in FDM4, update the Customer PO# on the replacement to the Claim Number.
  7. The Billing Analyst will apply payment, if paid already, to the replacement.