Optimizing RMA Process for Stock and Special Products

WIEGMANN FINAL PRESENTATION REP TRAINING RMA PROCESS Created by Matt Raetz, Randy Phillips, & Laurie Gavin May 19th 2020

RMA Process for Stock Products Standard stock product return: If the wrong part was received: Wiegmann customer service will provide a substitution form Complete substitution form and send back to the appropriate customer service representative (CSR) Standard return (no issues or concerns): All stock products that are not labeled as Non-Returnable can be returned by the reps by using the portal Contact Wiegmann customer service if you are not sure if the product is labeled as Non-Returnable Stock products are anything that can be found in Hubbell-Wiegmann s catalog (off-the-shelf items) Information needed for standard stock return: Wiegmann Part #, Sales order Number, PO Number, Price Per Unit, Reason for Return, & Quantity being returned Stock return due to quality concern: Fill out RMA form (See slides 4-6 for more details) 2

RMA Process for Special or Custom Products Specials CANNOT be returned The exception to this is if there is a quality concern with the special RMA form to be completed by the rep and submitted to Wiegmann CSR See slide 4 for RMA example All necessary information must be provided to CSR for RMA to be processed See slides 5 & 6 Wiegmann quality department will determine the appropriate course of action 3

NOTE: ALL REQUEST SHOULD CONTAIN EITHER A INVOICE NUMBER, SALES ORDER NUMBER OR PURCHASE ORDER TO BE SURE CREDIT IS ISSUED FOR THE CORRECT AMOUNT STANDARD PACKAGING ONLY, UNLESS OTHERWISE APPROVED DATE REQUESTED: DATE AUTHORIZED VOID DATE: Input Request Date ELECTRICAL PRODUCTS - RETURN MATERIAL REQUEST (60 DAYS FROM AUTHORIZED DATE) PAGE: 1 OF 1 SOLD TO CUSTOMER Sold to customer Name (Distributor) Address line 1 Address line 2 Address line 3 SHIPPED TO CUSTOMER REASON FOR RETURN Reason Line 1 Reason Line 2 Reason Line 3 Reason Line 4 RETURN PRODUCT TO: CUSTOMER NUMBER: Input Customer Number REPRESENTATIVE: Input Rep Agency CUSTOMER CONTACT: FOR HEP USE ONLY ORIGINATING WHSE: PREPARED BY: Input Rep Name REASON CODE: NOTES: WAREHOUSE SALES ORDER / INVOICE/ PO NUMBER QUANTITY TO BE RETURNED AUTHORIZED RETURN QUANTITY QTY. ACT. RETURNED BY DIST. RMA form Example HEP CATALOG NUMBER PRICE EXTENDED AUTHORIZED PRICE AUTHORIZED PRICE EXTENDED RETURNED TO STOCK QUANTITY PRICE EACH Part Number 1 SO # 124.970 $124.97 $0.00 PO # $0.00 $0.00 Invoice # $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Input all cells highlighted in dark green Contact CSR for blank form TOTAL: $124.97 $0.00 20% RESTOCKING FEE: $0.00 $0.00 IMPORTANT: PRODUCTS THAT ARE OBSOLETE, DISCONTINUED, OR RECEIVED IN NON-SALEABLE CONDITION CANNOT BE RETURNED FOR CREDIT! SHOULD YOU ACCIDENTALLY RETURN THIS TYPE OF MATERIAL HOW DO YOU WISH US TO HANDLE IT? POLICY IS TO DESTROY UNLESS OTHERWISE NOTED. CREDIT REQUESTED: APPROVALS DO YOU WISH OUR WAREHOUSE TO... (mark box with 'XX'): 0.00 CREDIT OFFERED: DESTROY RETURN FREIGHT COLLECT RMA NUMBER: Signed by Distributor 4 CREDIT MEMO NUMBER: AMOUNT: DATE:

External Quality Concerns: Standard Procedure Document Overview QP-EQCC-001 5

UL Label Example IMPORTANT INFORMATION TO PROVIDE FOR QUALITY CONCERNS Description of quality concern(s) Date Code Hubbell-Wiegmann part number Sales order Number Part Number PO number Invoice number Date Code Quantity of non-conforming product Pictures showing quality concern(s) Pictures of the UL label if applicable (Usually located on inside of door) 6

Questions 7