Order number starts with iwc
Step 1: Ask the customer the reason he wants to return the door lock
- If the customer has an issue with the lock, we offer to investigate the issue, perform troubleshooting, process replacement or request WO (if required).
- If the door lock doesn’t fit to customer door and the customer wants a different model, we can offer a replacement door lock that will fit his door, advise the customer the price difference and ask assistance from Avin for the new invoice or partial refund.
- If the door lock doesn’t fit and the customer wants to proceed with the refund. Proceed with the next step
Step 2: Ask where the customer purchased the door lock.
- If the customer purchased the door lock from the store, refer the customer to the store as they have their own process for returns.
- If the customer purchased the door lock directly from us (DDL website), verify the order number and serial number then proceed to the next step
Step 3: Ask if the door lock was installed at any door.
- If yes, we can’t provide a refund as the door lock was used and installed.
- If no, we can proceed with the next step.
Step 4: Advised the customer to send his door lock to Digital Door Locks Pty Ltd Suite 250/1 Queens Road Melbourne 3004 VIC. (Attention to Justin)
Step 5: Once we received the returned item, our engineer will inspect and test the returned door lock.
Step 6: Support Team will wait for the engineer’s feedback, if the door lock is working, good condition and good for re-sale, support will email Accounts for the refund request.
If the box is unable to be re-use, please advise Accounts to receive the item in the system as RET item, as refurbishing is required for the re-sale of the item.