This FAQ includes information on return eligibility, restocking fees, damaged shipments, claim types, and other information.
How can a purchaser determine, in advance, if an item is non-returnable?
The returnable indicator is available on the Price and Availability screen, as well as in the Alphanumeric Price Book which are accessible on mySchneider.
How can a purchaser determine, in advance, if a 25% restocking charge applies to an item they want to return?
If the item is a stocked item in the Schneider Electric Distribution Centers (a product coded item) and within your Premier Program allowance, no restocking charges will apply. In addition, if the return is for a Schneider Electric error, such as inoperative, field office error, Customer Care Center error, or shipping error, there will be no restocking charges applied. The restocking charge will apply to all purchaser error returns including overstock, ordered in error, and refused shipments.
What is the expected cycle time for processing a return?
The processing time for the purchaser to receive return authorization after submitting a return request is three to four business days. Once the material is returned and received at the return location, credit and/or evaluation information is completed within two to three weeks. This time does vary from one return location to another, but most typical returns are completed within this period. “Inoperative w/Analysis Report” report returns will require additional time to process due to the need to forward goods on to other Schneider Electric global facilities for analysis. Failure to provide all required information will delay return processing.
Are the original PO or SAP order numbers as well as the originating account number required for ALL returns?
Yes. It is a good practice to always provide this information for all returns whenever available, to guarantee the proper credit amount, warranty consideration, etc. This information is required for Schneider Electric error returns, and to avoid APA charges. This information must be provided for program and purchaser error returns.
When a return authorization is issued, how long is it valid? When does it expire?
The normal expiration time is 30 calendar days from the date issued. If needed, the Customer Care Center can reactivate an expired return authorization in most situations.
Can a return request be adjusted if changes need to be made after the return authorization has been issued?
Yes. In some cases, changes can be made to a return authorization. Depending on the situation, a new request for return may be needed, resulting in a new return authorization being processed. Please always contact the Customer Care Center for any changes to the return authorization.
What is the appropriate terminology — return authorization, return tags, or is there another term?
Many purchasers interchange multiple terms (return authorization, RA, RGA, RMA, and CNI) however, the official term used by Schneider Electric is “return authorization.”
Can a distributor request a return via mySchneider?
Absolutely. This is the preferred method for requesting purchaser error, inoperative, inoperative w/Analysis Report, and Premier Program returns.
What can I do to ensure my return request is processed as quickly as possible?
Purchasers should provide as much information as possible with all return requests. When submitting purchase order information, please provide the complete original PO number including any prefix or suffix that may have been provided with the original PO number. Failure to provide complete or correct information could result in prolonged processing times, additional charges or rejection of the return request.
Why should I accept a damaged shipment instead of simply refusing the shipment?
When material is received by purchasers or end-users as damaged or shipped in error by Schneider Electric, that complete shipment should be received, and notation made on delivery receipt. The distributor should then contact the Customer Care Center to coordinate the return. Purchasers and end-users alike should not refuse any Schneider Electric shipments. Refusing a shipment will cause delayed processing as well as increase the risk of lost freight for FOB shipments.
When does a distributor contact Schneider Electric North Andover, MA facility directly for a return?
A distributor contacts North Andover directly for return of inoperative and repair/return for Schneider Electric automation and motion products.Contact the North Andover Claims Team at:
Email: Industrialrepair@schneider-electric.com
Phone: 800-950-9550 (Option #3)
Is the process to return inoperative automation (warranty claim) products the same as the process for returning all other inoperative products?
This process is different as it must be processed and coordinated by Schneider Electric Automation. For certain inoperative or warranty situations, a replacement is sent to the purchaser and the return is processed.
Contact the North Andover Claims Team at:
Email: Industrialrepair@schneider-electric.com
Phone: 800-950-9550 (Option #3)
Should I deduct payment for a return that is being processed?
Please do not submit a deduction or payment debit until the return process is completed. Once credit is issued, a credit memo will be provided to use in your remittance to Schneider Electric.
What is a program return and what is my return budget or allowance?
Program returns are allowances based on qualified net through stock purchases from the previous year. The allowance dollars and number of returns allowed vary as follows:
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- Premier distributors: 5% of qualified net to stock purchases from the previous year, and up to four returns per year
- Non-Premier distributor and General Line: 2.5% of qualified net to stock purchases from the previous year, and up to two (2) returns per year
How does a Vendor Managed Inventory (VMI) return differ from a program return?
A VMI return is offered to VMI participating distributors per the customized return schedule set between the distributor and the assigned VMI account manager. Excessive and stagnant materials that are VMI managed may be included in the VMI return.
The VMI Account Manager will lead the initiation and provide the return recommendations customized for each distributor location.
Qualified VMI returns are in addition to a distributor’s Premier Program return allowance. A maximum of three VMI returns is offered in a calendar year.
When is a purchaser error return applied?
A purchaser error return is initiated when the purchaser chooses to return material that either was ordered in error or is considered overstock material.
When is a Schneider Electric error return applied?
A Schneider Electric error return is initiated when the purchaser needs to return an item shipped in error by Schneider Electric, incorrectly manufactured or ordered items.
When is an inoperative return used?
An inoperative return is initiated when equipment is determined to be inoperative by the user, except where warranty provisions apply in accordance with the customer’s Distributor Agreement or Terms and Conditions of Sale.
What is a Technical Expert Assessment (TEX)? When should I request a TEX?
By requesting a TEX, you will receive an expert analysis of your inoperative product and corrective actions to avoid the issue in the future. A TEX answers the questions of “What has happened?”, “Why did this happen?”, and “What should be done in the future to avoid this?”. When should I request a TEX? If you or your customer requires an expert analysis of an inoperative product.
When is a concealed damage claim used?
A concealed damage claim is initiated when a consignee receives a shipment from the carrier clear but then discovers hidden damage after the carrier leaves with a clear delivery receipt. A concealed damage claim is also initiated when a distributor or customer discovers that material has been damaged, but it cannot be determined if the damage was done prior to delivery.
When is a damaged in transit claim used?
A damaged in transit claim is initiated when the carrier damages a Schneider Electric shipment. The key is, was it visible damage noted in specifics on the carrier’s official copy of the delivery receipt at delivery time? The nature of this type of loss is VISIBLE damage with liability for the carrier.
