If a product is returned because of a manufacturing fault and we have hit a threshold, we will start to debit you for this particular return. We hope that this change will encourage continuous improvement in product quality to better serve our customers and will support you in recouping your costs for faulty items from your manufacturers.
Here's how it works:
Our warehouse team will check all faulty returned products to see if the fault is manufacturing or not.
For those that are, we will assign a “manufacturing reason” for the fault. We will produce a manufacturing debit report (MFRN) including photographic support and an explanation of the fault.
To calculate a faulty returns rate, we look at an item's faulty returns over a cumulative 12 month period and compare them to their unit sales (over the same period). If your faulty rate is higher than our current faulty threshold of 2%, we will then raise a debit for any faulty items that are deemed to have a manufacturing fault, that have been returned in the 12 month period. We will then continue to do this on a rolling monthly basis until the faulty rate drops below the threshold.
If you would like to request a copy of the MFRN, you will need to raise a request on the helpdesk under 'Submit a request' and 'MFRN' in the dropdown.
Please provide the following information when submitting a request -
Contact Name:
Contact Email Address:
Item Number:
Copy of Debit Note