Though we work to ensure that each and every order is checked for accuracy, correctly packaged, and properly shipped, issues with shipments do arise occasionally. There are several steps the customer can take in order to limit the occurrence errors and catch those that do occur.
Order Inspection & Verification
Before signing for a delivery, it is the cusomer’s responsibility to inspect the delivery for correct item count and condition.
Look for the following:
o Torn or punctured cardboard or stretch wrap
o Broken or crushed corners
o Broken pallets
o Module stacks that shifted on the pallet
o Missing “Do Not Stack” pyramids on module pallet
o Verify that the Packing Slip matches the items received in the shipment.
o If the Driver will wait, we also recommend opening the shipment and inspecting items.
Note any discrepancies in item count and any item damage on Delivery Receipt and inform the Driver.
o Please do not refuse the delivery.
o Refusing delivery may result in additional freight charges
The process for reporting order discrepancies varies based on what the issue is. By following the steps laid out below, the Customer can ensure that claims are processed in the most efficient manner possible. Please direct any questions not covered below to firstname.lastname@example.org
Reporting Order Issues
For Shipping Damage
After inspecting the order, immediately write a description of the discrepancy on the Delivery Receipt and inform the Driver.
o Note: If damage is not recorded and brought to the driver’s attention, the carrier will not honor any damage claim.
o Please also indicate on the Delivery Receipt if the driver was unable or unwilling to wait to allow an inspection of the items within the shipment
o After noting all discrepancies, please sign for the Delivery
Before filing a ‘Freight Damages’ claim, you must collect the following:
o Pictures of the damaged packaging and product
o Serial numbers for damaged modules and inverters
o A copy of the Delivery Receipt and Bill of Lading
o A copy of the Packing Slip and Invoice
Parcel and freight damages claims are handled differently
o If this was a parcel shipment (e.g., UPS, Fedex)
o Please file an damaged item claim by emailing email@example.com within 48 hours of delivery.
o Our agreement with our parcel shippers requires us to file parcel claims for our customers; these claims must be filed with the carriers as soon as possible to enhance the likelihood of success.
o If this was a freight shipment (e.g., Conway)
o Please file a claim form with the shipping carrier.
o Feel free to email us at firstname.lastname@example.org for any questions about how to file this claim.
Once the claim is filed, please wait to be contacted by the shipping carrier or CSE Solar Solutions for the damage inspection.
o Note: For a successful inspection, all original packaging and damaged product must be maintained until the claim has been settled.
For Overage, Shortage, or Missing Items
After inspecting the order, immediately write a description of the item count discrepancy on the Delivery Receipt and inform the Driver.
o Note: Unshipped items will not appear on the Packing List and will automatically be shipped to the address on the order as soon as product becomes available. It is not necessary to submit a claim for these items.
o For any overage, shortage, or missing item issues please notify us immediately by phone or by emailing email@example.com
o After contacting us one of our specialists will reach out to assist with the order issue
Malfunctioning equipment can be returned, returns are made directly to manufacturer, if during installation you or your installation expert have discovered that your item is not working or functioning properly, please contact us as soon as possible by phone or email at firstname.lastname@example.org and we will assist you with your claim by connecting you with appropriate factory technical support or customer service department.
Remorse returnes are possible with a 20% restocking fee and return shipping cost paid by customer - please contact us at email@example.com within 30 days of product reciept and we will email you a printable shipping lable with the address of the warehouse the product was originaly shipped from