Aroplus (UK) Ltd Internal Returns Process

On receiving information from the customer on the issues they have with their sales order whether it may be Pumps or Parts, it will be at the discretion of  the management team to how ARO (UK) want to progress, if no member of the management team is available then it will be down to the person handling the return (at no point will any disciplinary procedure informal or formal occur on the members of staff making the decision themselves) this decision should be decided once all relevant information is gathered from the customer and couriers (if involved) prior to letting them know the outcome.

Some of the Issues are described below and could be dealt with accordingly

Wrong Items Despatched from Sales Order

     Once the customer has notified staff at ARO (UK), the following steps should be checked, these being:

Stock Levels right or wrong (including checking that the right items are in the correct location)

Sales Order entered correctly

Picking List completed correctly (no amendments from the time of printing)

This should be enough to find the error if any. If it was ARO (UK) staff error then the item should be returned using our courier and a credit given if invoiced already, and then correct items sent free of carriage

Wrong items requested

Once the customer has notified staff at ARO (UK) of the issue with their sales order and that they have ordered incorrectly then they should be made aware of the Re-Stocking Policy and the charges below:

Non Stock Items ordered in especially – At Purchasing Departments discretion

Stock Items Not Re-ordered – 15% Charge        

Stock Items Re-Ordered – 25% Charge

Damaged Items

Some of the things that would assist in making the decision prior to sending goods back to ARO (UK) would be pictures taken, Proof of delivery from courier and our own personnel internal checks on items of the same kind.

Warranty

Faulty Items

If the Item/s have been used then a COSHH sheet will need to be sent to the customer prior to giving them permission to send to ARO (UK), this can be sent electronically and returned by the same process, if at any time items arrive at ARO (UK) at no point are the items to be handled before this information is returned.

The reasons for the fault/s are to be understood clearly, these reasons are to be recorded on the Sales return and then a Purchase return when sending back to the manufacturer.

The item/s that are said to be faulty will be returned to the main supplier but prior to doing this they should be contacted so they are aware of the issue, they may say that it is not worth returning the item/s and just send a replacement under warranty,

If the customer wants a replacement then they will have to raise another purchase order for the item/s again. If they do not want a replacement then they will have to await the outcome from the supplier,

ARO (UK) staff must let the customer know that it is at the manufacturer’s discretion whether they agree warranty or not, it is not the responsibility of ARO (UK) staff to decide either way.

If it is decided that it is warranty then a credit note will be given once the replacement has arrived at ARO (UK).

When following the processes above and items are going to be returned to ARO (UK) there must be a Sales Return entered onto the system which will create a number that can be sent to the customer so they can use it as a reference, also on the Sales Return in the comment line section a description of why the item is being returned, this will let ARO (UK) staff know the reason if it was not them that dealt with it in the first place. The same process should be used for returning items back to the manufacturer the only difference being using the Purchase Return

All items that are returned are to be put into a Quarantined area so as not to be mixed with current stock, only when the sales return / purchase return has been completed can the items be removed from the quarantined area either to be repaired, back into stock (Re-Stocking Policy), back to customer / ARO (UK) supplier or disposed of in the correct manner.