How Can We Help?
< All Topics
Print

Damaged Cabinet Policy

Posted
Updated

In the event a SuperCloset Cabinet arrives to its destination with damage from shipping, the following steps must be taken to ensure proper resolution to this issue.

Our main goal is to file and win a claim with the shipping company for the damage that has occurred.  Within the shipping confirmation email template sent to the customer at the time of shipping, we ask the customer to inspect the shipment with the driver present, notate any damage, and refuse delivery if there is damage to the cabinet on arrival.

The shipping boxes that the cabinet is protected by are resilient.  The cabinet can sustain damage inside, while the outer box recovers, thus concealing the damaged inside.  This often leads to customers accepting delivery for a cabinet that has been damaged, only to discover that damage after the delivery has been made.

  • If the customer is contacting us while in presence of the delivery driver and the damage is substantial, kindly ask the customer to notate the damage with the driver, then refuse delivery.  Then, follow the steps in Scenario 1 for issuing a replacement order.
  • If the customer has already accepted delivery, then discovered damage upon unboxing the cabinet, start with Scenario 2 to record the damage then proceed to the steps below for issuing a replacement order.
  • If it is determined that the cabinet has only minor superficial damage, attempt to reconcile the issue with the Superficial Damage Process below.

Scenario 1: Customer has refused delivery

If the customer is contacting us to inform us that they have notated damage with the delivery driver and refused delivery, follow these steps:

  1. Ask the customer to email any and all photos showing the damage to the box, and the cabinet.
  2. Send the pictures to the Shipping Manager, with an email informing that the delivery has been refused and is on its way back to us.
  3. Open the original SO in ns, then click the “Authorize Return” button.
  4. On the Return Authorization screen, ensure all products that are coming back to us are present.  Remove any items from the list that are not coming back to us or being kept by the customer.
  5. Add a memo stating the cabinet was damaged in shipping and to return all applicable items to stock on arrival back to us.  Click Save.
  6. Return to the Original SO and make a note of the return including the RMA number. Add the RMA number in the memo line.
  7. Inform the customer via email of the following:
    1. The cabinet will be replaced, and the production team will begin work on their replacement right away.  Production times on replacements are expedited and usually shipped within 1-3 business days.
    2. Once tracking becomes available, it will be emailed to the customer.
  8. Create a replacement SO for the cabinet in NS.
    1. Create a duplicate of the original order, containing all parts listed on the original order that are coming back to us.
    2. Mark the SO as P1 priority.
    3. Add a memo line and note stating that this is a replacement cabinet for a damaged shipment. Include original SO number for reference.
  9. Inform the Production Manager via email that a replacement cabinet order has just been issued, then confirm with the Production Manager the approximate lead time.
  10. Contact customer to confirm the approximate lead time and set expectations on when they should be receiving their new cabinet.

Scenario 2: Customer has accepted delivery, only to discover damage after the fact

If the customer is contacting us to inform us that they accepted delivery, but the cabinet is damaged, follow these steps:

  1. Ask the customer to email any and all photos showing the damage to the box, and the cabinet.
  2. Send the pictures to the Shipping Manager, with an email requesting that we file a claim with the shipping company.  Include the SO number in the email.
  3. Assess internally if the damage appears to be cosmetic (scratch or small dent in non functional area of the cabinet), or if the damage is detrimental to the function of the cabinet (dent to fan hole location or door etc.)
    1. If the damage is superficial, attempt the Superficial Damage Process below.
    2. If the damage is substantial, Proceed to step 4.
  4. Inform the customer via email of the following:
    1. The shell will need to be replaced, but the contents shipped inside should be undamaged and should be saved for use with their new shell.
    2. Ask the customer to remove and inspect all components from their damaged shell (Note: anything connected to the shell, such as magnetic paneling and light hangers will be replaced with the shell and do not need to be removed).
    3. The shipping dept. will be filing a damage claim and the production team will begin work on their replacement shell right away.  Production times on replacements are expedited and usually shipped within 1-3 business days.
    4. Once tracking becomes available, it will be emailed to the customer.  When the shell arrives, the customer may proceed with the standard steps to set up their grow cabinet.
    5. We will be in touch regarding clearance on when the shell can be discarded by the customer.  We do not ask the customer to dispose of the shell until we have been cleared on the shipping claim as some shipping companies insist on inspecting the damage for themselves and will need access to the shell.
  5. Create a SO for the replacement shell in NS.
    1. Confirm with the Production Manager as to the correct line item for the replacement shell, but the item is typically listed as a base unit (i.e. “SC-D-BASE: Deluxe Cabinet BASE”)
    2. Mark the SO as P1 priority.
    3. Add a memo line and note stating that this is a replacement shell for a damaged shipment. Include original SO number for reference.
    4. Inform the Production Manager via email that a replacement shell order has just been issued, then confirm with the Production Manager the approximate lead time.
  6. Contact customer to confirm the approximate lead time and set expectations on when they should be receiving their new shell.

Superficial Damage Process

In the event you assess the damage and it appears to be cosmetic (scratch or small dent in non functional area of the cabinet), you may attempt the following process in an effort to save the company time and energy on replacements, as well as save the customer time.  The customer must first be made aware that we as a company have an obligation to deliver a new, undamaged product to the customer.  If the customer feels that the damage is minimal and will not effect their grow, they can choose from one of the following options as a gesture of good faith by the company:

Option 1: Money Back

We will offer the customer a cash back refund in the amount of $200 USD for all large cabinets, or $100 USD for SuperBox cabinets.  If they accept:

  1. Make a note on the original SO of the decision.
  2. Inform the Accounting Dept. in the form of a NS task to refund the partial amount for a damaged cabinet (state amount to be refunded)

Option 2: Lotus Nutrients (Best Value to Customer!)

We will offer the customer a complete line of Lotus Nutrients ($324.75+ USD value) which includes:

  • Superbox: #1 bottle size of Grow, Boost, Bloom, CalMag, CarboFlush
  • Larger Cabinets: #2 bottle size of Grow, Boost, Bloom, CalMag, CarboFlush

If they accept:

  1. Make a note on the original SO of the decision.
  2. Create a SO in NS with the Lotus nutrients listed in the line items.
  3. Set the price level on each line item to “custom.”
  4. Zero out pricing on all line items.
  5. Mark as P1 priority.
  6. Make a note on the SO that the order is for compensation of a damaged cabinet.

Historical Notes:

The Money Back option is rooted in a historical precedent that can be used to explain to the customer that it is not necessarily an arbitrary number.  At one time in SuperClosets history, we had a collection of shells in house that had superficial damage such as scratches or dents.  While these cabinets were not adequate to send to new customers, we did offer to build and sell them upon request at a $100-200 discount to customers looking for a “scratch and dent deal.”  This leads us to offer that same deal should a cabinet arrive to a customer in the same “scratch and dent” condition.

Table of Contents