a. The wholesaler must submit a claim through the Hybris platform in case of discrepancies after receiving the shipment, within 7 working days from the sales invoice date, for all claim types except for damaged parts caused by the transporter (DT) and order errors (OE).
b. Wholesaler must submit claims related to transporter damage (DT) or missing case (MC) within 3 working days from date of receiving the shipment.
c. Wholesaler should submit order error (OE) claims within 14 calendar days from the sales invoice date.
d. The PDR Department shall respond with initial acceptance or rejection within 5 working days of claim submission.
e. The wholesaler must return the parts to the PDR Department for inspection within 5 working days if the claim is initially approved.
f. The PDR Department will respond with either final acceptance or rejection within 5 working days after receiving and inspecting the returned parts.
g. Initiate the payment process and issue a credit note within 5 working days upon final approval of the claim and receipt of the parts in the system.
h. For order error (OE) and wrong part number (P) claims, parts must be returned in saleable condition. If a defect is identified in the parts beyond what was stated by the wholesaler, the claim shall be rejected, and the parts will be returned.
i. All required documents must be attached when submitting the claim.
j. The wholesaler must receive the rejected parts. In case of objections, they must contact Wholesale Sales Operations via ALJAWParts@alj.com.
k. Wholesaler should specify the Handling Unit (HU) number for excess (E), shortage(S), and wrong part number(P) claims.
l. After obtaining initial approval to return parts to the warehouses in JPDC or RPDC the wholesaler must attach the approved form with the returned parts.
Holidays: The specified timeframes for all procedures shall be applied in accordance with what is stated in the table above, with the exception of holidays, and the annual stocktaking days of the warehouses JPDC and RPDC.
b. Wholesaler must perform an external inspection of the handling unit (HU) before signing the dispatch note.
c. Wholesaler must perform both internal and external inspections of glass, bumpers, or body parts before signing the dispatch note.
d. Removal of any label from parts, cartons, or packaging is strictly prohibited.
e. In cases of missing case (MC) or damage by transporter (DT), the wholesaler must mention the Handling Unit (HU) number and remarks on the dispatch note and obtain the driver’s signature.
f. In cases of damage by transporter (DT), the carton or shipment should be received, and the remarks must be clearly stated whether the damage is internal, external, or both, along with the driver’s signature and date in the dispatch note.
g. If any remark is noted on the parts and the driver refuses to sign the dispatch note, must not be handed over to the driver the dispatch note, and then contact the Transportation Department via: transportationdepartment@alj.com.
h. The handling unit (HU) number must be recorded on the dispatch note in case of missing case (MC) or damage by transporter (DT).
b. Check the accuracy of all entered information and select the correct return claim type.
c. Attach all required supporting documents based on the claim type.
d. Return requests cannot be submitted in cases of delayed claim creation.
e. Complete the return process.
b. Unsaleable parts (scratches, damage, etc.).
c. Used or installed parts.
d. Parts that are not in the original packaging or without a part number label.
e. Warranty parts must be processed under the warranty policy in coordination with the Parts Support Department via: psdparts@alj.com.
f. Backorders, except parts exceeding the delivery lead time.
a. The approval document is not attached with the returned parts.
b. Opening the handling unit (HU) in case of “Order Error”.
c. Not to take the signature of the driver on the dispatch note if the part of type (Glass, bumper or body part) in case of damage or is missing case by transporter (MC).
d. Different between parts in claim and parts returned.
e. If customer returns any type of PDR Part (except damage and Unknown) in damage condition.
f. Incomplete required information.
g. Return parts without changing collaboration status in Hybris from "courier booked” to “Picked by courier”.