Company Procedure
Schiedel Chimney Systems Ltd , Crowther Road, Crowther Industrial Estate, Washington, Tyne & Wear, NE38 0AQ
Document: Returned Goods Procedure
Revision Date: 19.08.2022
Issue No. 7
Procedure code: CP10B
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Business to business returns procedure
1.0. Purpose
1.1. To ensure that Goods Returned from Customers are controlled and processed as efficiently as possible.
2.0. Scope
2.1. Applies to all returned goods except Scheidel’s Outdoor Living range and Stove range
3.0. Responsibilities
3.1. Customer Service Team, Warehouse, Production, Goods Inward and the Quality Assurance Departments are all responsible for the control and implementation of this procedure.
4.0. Procedure
4.1. Authorisation for the Return of Goods Requested by Schiedel Chimney Systems Personnel
4.1.1. All requests for the return of product or goods must be coordinated and controlled through the customer service team. Our Customer Services Manager may return anything up to the value of £250. Any product returns in excess of this will be discussed and an agreement must be reached with the Sales Director in advance of the return.
4.1.2. The customer service team will liaise with the Quality, Goods Inward and Warehouse departments to communicate the details of the return and define a suitable return date.
4.2. Authorisation for the Return of Goods Requested by Customer
4.2.1. Any request for return of any product/s must be received within 30 days of the delivery date.
4.2.2. If for any reason the customer is unsatisfied with the product or simply wishes to return any product/s as they are surplus to requirements then the following conditions must be met before any product will be accepted back at Schiedel.
a. All products must be in good condition and in their original packaging and in a resalable condition therefore free of any damage or marking to both the product and the packaging
b. Any returns where the overall weight exceeds 16 kilograms should be palletised and wrapped sufficiently to prevent transportation damage.
c. An image should be taken of the goods prior to their despatch in case any goods arrive back at Schiedel with signs of possible transportation damage
d. Where returns are of more than one product type then a full list of the returns must be provided and attached to each pallet
4.2.3. Should any returns be received either failing to meet any of these conditions or in a condition that would prevent restocking or resale then the returns would be rejected and the customer would then be given the option to either have the goods back or for the goods to be scrapped at our premises
4.2.4. Any product/s returned as good stock no longer required by the customer will be subject to a restocking charge of 35% of the return value
4.2.5. Any products returned due to a product quality issue will be handled through the Complaints procedure – see CP14A – Customer Complaints
4.2.6. We aim to handle any returns within a 14 day period of receipt and request your patience while the return is processed
4.2.7. Where any product/s are returned as good stock no longer required by the customer then the customer will be responsible for any carriage costs and this will be deducted from any credit value
4.2.8. Any goods returned rejected for failure to meet the above conditions will be subject to carriage costs which must be paid for by the customer should they require the goods back, this should take place within 14 days otherwise the goods will be scrapped at Schiedel and no credit will be made available.
4.2.9. At the discretion of either Scheidel’s ASMs or a member of Scheidel’s Customer Service team then a credit may be issued and the customer requested to simply dispose
4.2.10. The Customer service team will decide on the course of action and record on the RGN:-
a) All goods to be arranged for collection by the Customer service team or the Warehouse and collected by a Schiedel Chimney Systems nominated Transport Company.
All returns must display a copy of the RGN that has been supplied by Schiedel, one copy per individual pallet or single box / pack. This RGN detail should include as a minimum:
Date, Issued by, Sale rep, Customer and Address, Customer account number, Product code, Product description, quantity, reason for return i.e Stock not required or Quality issue and RGN number
b) Scrap by customer if net value is less than £50.00.
c) Surplus goods, these are goods which the customer no longer requires. Sales should investigate the possibility of re-distribution of the product before any discussions are agreed with regard to the return of surplus products.
d) Customers returning surplus product will be advised that a restocking charge of 35% will be taken off the value of the products.
e) On larger returns when more than one pallet is coming back, a list should be attached to each of the pallets detailing the product codes and the quantities on the pallet.
4.2.15. Copies of the RGN will then be passed onto the following departments to action:-
a) Goods Inwards | To control the delivery of returns
b) QA Department | To coordinate the inspection of the returns & process the necessary actions i.e. Accept and transfer to stock, Re-work or Scrap
4.3. Returned Goods
4.3.1. From Haulage Company – Only authorised goods complete with paperwork will be accepted by Schiedel Chimney Systems. From Overnight Delivery Company – Only authorised goods with Return Goods Note number on delivery paperwork and written on box will be accepted by Schiedel Chimney Systems.
4.3.2. It is the responsibility of the Goods In person to ensure any returned goods have a copy of the RGN attached to the returns. Any returned product not bearing a copy of the RGN will not be offloaded and contact will be made to the Customer service team.
4.3.3. Where possible, all returned goods must be placed in the Returns Incoming area and will be deemed to be in ‘Quarantine’ status, goods located elsewhere must be identified with Quarantine tape. The RGN for the returns must be placed into the “Incoming” duckett on the side of the inspection bench by Goods Inward when the product has been placed into this area
4.3.4. The returned goods will then be checked against the Returned Goods Collection Note, any discrepancies will be noted on the RGN.
4.3.5. Returned goods will then be inspected and placed into 3 categories: – OK, Scrap or Re-Work, the record of all the findings will be transferred onto the RGN.
4.3.6. In the event of a high volume of product being returned, support and resources will be supplied from Production and/or Warehouse to ensure these are progressed as efficiently as possible.
4.3.7 On completion of the investigation the completed RGN will be placed into the “Outgoing” duckett located on the side of the inspection bench awaiting collection by QA
4.3.8. QA will collect any RGNs in the “Outgoing” duckett daily and then process this paperwork to update the Customer Service team on the returned goods status and will, using the Outbound number provided by Customer Service, then Post the Goods Receipt, and transfer the Goods into the appropriate area e.g. GFS, Re-Work or Scrap.
4.4. Product Disposition – Scrap
4.4.1. When an inspected product is found to be defective and unable to be re-worked then it will be photographed and subsequently passed to the Metal Controller to be scrapped and will be recorded on the RGN & Customer returns/investigation form DOC/CP10B/08.
4.5. Product Disposition – Re-Work Items
4.5.1. When an inspected product is found to require re-working it will be quarantined.
4.5.2. Relevant Shift Supervisors / team leaders will be informed and will arrange for the re-work to take place.
4.5.3. Product will remain under ‘Quarantine’ status until re-work has been completed and re-inspected.
4.5.4. Re-worked product to be re-inspected by the Quality Assurance Department or by qualified personnel prior to acceptance.
4.5.5. If a re-worked product has failed inspection it will subsequently be scrapped and recorded on the RGN & Customer returns / investigation form DOC/CP10B/08.
4.5.6. If a reworked product has passed Inspection (See 4.6.)
4.6. Product Disposition – Acceptable Items
4.6.1. The goods deemed to be ‘OK’ will be repackaged where necessary and will have labels printed off.
4.6.2. The Returned Goods Collection Note is then passed to the Customer service team to issue an outbound number & raise the appropriate credit value.
4.6.3. The QA Department will then book the stock into the system using the outbound number which will then create a Transfer order number.
4.6.4. Products identified with PO number will then be placed into stock by Warehouse personal.
5.0. Documentation:
- Returned Goods Collection Note DOC/CP10B/01
- Customer returns / investigation form DOC/CP10B/08.
- Packaging Label
- Credit Note
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Business to consumer returns procedure
1.0. Purpose
1.1. To ensure that Goods Returned from Customers are controlled and processed as efficiently as possible.
2.0. Scope
2.1. Applies to all returned goods purchased by individual consumers.
3.0. Responsibilities
3.1. Poole Team and Sales Director are responsible for this procedure.
4.0. Procedure
4.1. Authorisation for the Return of Goods Requested by Schiedel UK
4.1.1. All requests for the return of product or goods must be coordinated and controlled through our Poole Team.
4.1.2. The team will liaise with our Sales Director, Area Sales Managers and Marketing Department to define the details of the return, suitable return date and how best to communicate this to our customers. (For example a product recall)
4.1.2.3. If a product is sent to a customer accidentally, our Poole team will arrange collection of this item within 14 business days.
4.1.2.4 The customer must confirm a day and time that they will be available for our team to collect the goods or the customer will be charged courier costs.
4.2. Authorisation for the Return of Goods Requested by Customer
4.2.1. The Poole team will agree upon the best course of action for any returns. If a customer is not satisfied with our returns policy, this must be escalated to the Poole Branch Manager and if a resolution is not agreed, then to the Sales Director for a final decision.
a) The customer has a 14 business day window in which to return a product.
b) Should the customer wish to return the product, they must arrange delivery back to the Poole branch. The return must be delivered within 14 business days.
c) Business customers will be charged a 35% restocking charge on all resalable goods.
d) If a customer receives a damaged product they must evidence this with photographs and send this to isokern.uk@schiedel.com no later than 14 business days after receiving the product.
e) The customer will receive correspondence from Schiedel no later than 10 business days from receipt of a return request email.
f) When a refund has been agreed upon, the customer will receive a refund no later than 30 days following confirmation of a return.
g) Returned goods must be in a resellable condition before a refund can be issued.
h) If an item is returned in an unsatisfactory condition, the Poole branch Manager will decide the best course of action.
4.3. Returned Goods
4.3.1. Goods returned will be held in the Returned Goods Storage Area
4.3.2. The goods must be checked over by the Poole Manager to establish whether the goods can be resold or are deemed damaged or unsellable.
4.4. Product Disposition – Scrap
4.4.1. When an inspected product is found to be defective and unable to be re-worked then it will be photographed and correctly disposed of.
4.5. Product Disposition – Re-Work Items
4.5.1. When an inspected product is found to require re-working it will be quarantined.
4.5.2. Relevant staff will be informed and will arrange for the re-work to take place.
4.5.3. Product will remain under ‘Quarantine’ status until re-work has been completed and re-inspected.
4.5.4. Re-worked product to be re-inspected by qualified personnel prior to acceptance.
4.5.5. If a re-worked product has failed inspection it will subsequently be scrapped and recorded on the RGN & Customer returns / investigation form DOC/CP10B/08.
4.5.6. If a reworked product has passed Inspection (See 4.6.)
4.6. Product Disposition – Acceptable Items
4.6.1. The goods deemed to be ‘OK’ will be repackaged where necessary and will have labels printed off.
4.6.2. The Returned Goods Collection Note is then passed to the Poole office team to issue an outbound number & raise the appropriate credit value.
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Business to business returns procedure for Schiedel’s Outdoor Living and Stove range
1.0. Purpose
1.1. To ensure that Goods from our Outdoor Living and Stove range collected from businesses are controlled and processed as efficiently as possible.
2.0. Scope
2.1. Applies to all returned goods, in the specified ranges, purchased by businesses.
3.0. Responsibilities
3.1. Poole Team and Sales Director are responsible for this procedure.
4.0. Procedure
4.1. Authorisation for the Return of Goods Requested by Schiedel UK
4.1.1. All requests for the return of product or goods must be coordinated and controlled through our Poole Team.
4.1.2. The team will liaise with our Sales Director, Area Sales Managers and Marketing Department to define the details of the return, suitable return date and how best to communicate this to our customers. (For example a product recall)
4.1.2.3. If a product is sent to a customer accidentally, our Poole team will arrange collection of this item within 14 business days.
4.1.2.4 The customer must confirm a day and time that they will be available for our team to collect the goods or the customer will be charged courier costs.
4.2. Authorisation for the Return of Goods Requested by Customer
4.2.1. The Poole team will agree upon the best course of action for any returns. If a customer is not satisfied with our returns policy, this must be escalated to the Poole Branch Manager and if a resolution is not agreed, then to the Sales Director for a final decision.
a) The customer has a 14 business day window in which to return a product.
b) Should the customer wish to return the product, they must arrange delivery back to the Poole branch. The return must be delivered within 14 business days.
c) Customers will be charged a 20% restocking charge on all resalable goods.
d) If a customer receives a damaged product they must evidence this with photographs and send this to isokern.uk@schiedel.com no later than 14 business days after receiving the product.
e) The customer will receive correspondence from Schiedel no later than 10 business days from receipt of a return request email.
f) When a refund has been agreed upon, the customer will receive a refund no later than 30 days following confirmation of a return.
g) Returned goods must be in a resellable condition before a refund can be issued.
h) If an item is returned in an unsatisfactory condition, the Poole branch Manager will decide the best course of action.
4.3. Returned Goods
4.3.1. Goods returned will be held in the Returned Goods Storage Area
4.3.2. The goods must be checked over by the Poole Manager to establish whether the goods can be resold or are deemed damaged or unsellable.
4.4. Product Disposition – Scrap
4.4.1. When an inspected product is found to be defective and unable to be re-worked then it will be photographed and correctly disposed of.
4.5. Product Disposition – Re-Work Items
4.5.1. When an inspected product is found to require re-working it will be quarantined.
4.5.2. Relevant staff will be informed and will arrange for the re-work to take place.
4.5.3. Product will remain under ‘Quarantine’ status until re-work has been completed and re-inspected.
4.5.4. Re-worked product to be re-inspected by qualified personnel prior to acceptance.
4.5.5. If a re-worked product has failed inspection it will subsequently be scrapped and recorded on the RGN & Customer returns / investigation form DOC/CP10B/08.
4.5.6. If a reworked product has passed Inspection (See 4.6.)
4.6. Product Disposition – Acceptable Items
4.6.1. The goods deemed to be ‘OK’ will be repackaged where necessary and will have labels printed off.
4.6.2. The Returned Goods Collection Note is then passed to the Poole office team to issue an outbound number & raise the appropriate credit value.
