Transport damage

Unfortunately not all products arrive correctly at the end consumer. Parcels could be slightly or severely damaged. In any case, we are responsible to find a solution. Below we will explain how to handle these cases.

The main goal is to have a happy customer and a solution that will cost the least for us. 

Always ask the customer a photo of the damaged product. 

Option 1: Try to send a sparepart:
Spare parts are often accepted by customers. It is the fastest way to solve it (as otherwise the pump must be sent back before shipping a new article). Some customers are hesitant. It helps to emphasize the warranty and make them feel that there is no risk. They can also test the pump before accepting the sparepart if they want. 

Please find a document below with the most frequently damaged parts. Most of the spareparts are available at Monta.
NOTE: there are different tabs!

Please see subpage (aqua)jet pumps for more information

Dab: if the article is not in Monta, please check table below or  Dab DNA

Tallas: if the article is not in Monta, please check document Spare parts Tallas in shared drive Solver Customer Service or see below

TIP: no spareparts available in Monta. You can ask TIP if they are willing to ship a spare part to the customer.

EL pumps: only 2 different type of handlebars. Some universal parts available (e.g. pressure switch, manometer, kit), see table 

Einhell: no spareparts

Oase: no spareparts at Monta but you can ask Oase if they are willing to ship a spare part to the customer.

Grundfos: no spareparts

SFA: no spareparts

Please use DAB DNA to find correct Dab article numbers for less frequently used spare parts

Option 2: Offer a discount:

If the damage cannot be solved with a sparepart, a discount may be the best solution.  
Small scratch or dent:

Offer a discount between 5% and 10%. 

A part of the pump broken that cannot be replaced (pump still works):

Offer a discount between 10 and 20%  (maximum 50 euro)
e.g. handlebar broken = 15% discount
e.g. voetje pomphuis afgebroken = 20% (maximum 50 euro)

Higher discounts only with approval of the management

Option 3: Send a new pump:
In some cases, it is necessary to send a new pump. It could also be that customers refuses a sparepart or discount.

• Do we need to return the damaged article? See below.

• If yes, create a return label and Return Forecast + comment 

• add an RMA in the system and select reason "Transport damage"

• a new pump may be sent after reception of the pump OR if you can see in the tracking that the pump is on it's way to Monta

• When creating the new order in Magento, use TDMG (for more info, please see Systems - Magento - Creating a Service Order)

Do we return the article if we need to send a new pump?

In some occasions you need to send the customer a new pump. Do you need to return the damaged article? Below you can find some guidelines. You need to keep in mind that the return process costs money (e.g. return label, Monta handling) and ask yourself if there is any need to have it returned.

- No Dab pump: If the article is severely damaged and cannot be used by the customer: No.

- Dab pump: If the article is severely damaged. value <150 euro and cannot be used by the customer: No.

- Dab pump: If the article is severely damaged. value >150 euro and cannot be used by the customer: yes

- If the article is slightly damaged and you have offered a discount to the customer: Yes. 

Make sure to add a Return Forecast in Monta:
we can ask Monta to e.g. destroy the pump or send it to Dab Italy