The document outlines the requirements for filing claims in cases of damage or loss, including the specific types of photos needed and the process for creating a case and filing a claim.
Customer calls to notify of damage or loss
- Create a case (follow case SOP if needed) and request claims photos
- Attach required photos:
- A photo of the damaged item
- A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box)
- A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
- A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number, which usually begins with 1Z
- Two photos displaying all six sides of the package (One photo should display the top and two sides. The second photo should display the bottom and the opposite sides.)
- Once images are received attach them to the case.
- Email claims@swcorp.com within the case to file claim.
If Big Box store (ex: Home Depot, Lowes) Need to notify rep or customer they need to submit new order.
We CANNOT create warranty order because once they take a credit for the original order customer will be getting order for FREE.
Time Frames:
UPS - 60 DAYS TO FILE A CLAIM
USPS - NO CLAIM CAN BE FILED
FEDEX - 15 DAYS
LTL - (AACT, SEKO, AACT) CONCEALED DAMAGED 5 DAYS FROM DELIVERY
LTL - (AACT, SEKO, AACT) NOTED ON POD 30 DAYS