Damage vs. Defective

Core Definitions

• Damaged Product

A damaged product is one that has been physically harmed in transit or handling so that it arrives in less-than-new condition, often with visible damage to the product and/or packaging. Damage usually happens after the product leaves the manufacturer/Kaplan in good condition, often during shipping or delivery.

Common operational handling for “Damaged” includes:

• Using DMGD as the reason/source code on RMAs and replacement orders.
• Filing a carrier claim when within the claim window and value thresholds.
• Replacement at no charge or at cost depending on dollar thresholds and policy.

• Defective Product

A defective product is typically one that is made incorrectly or fails in normal use, even when it arrives looking new (no shipping damage). The issue is in the function, performance, or manufacturing, not from shipping impact.

Common operational handling for “Defective” includes:

• Using DEF as the reason/source code on RMAs and replacement orders.
• Communicate with Quality Assurance to create awareness or further review.
• Replacement at no charge or at cost depending on dollar thresholds and policy.

Language Cues: Damage vs. Defect

• Phrases That Usually Indicate “Damaged”

Look for wording that points to shipping/handling, crushed, broken on arrival, or visible structural damage. These typically should be coded DMGD (Damaged).

In addition to more general damage descriptions (crushed box, broken in the box, torn packaging, etc.), these specific phrases are strong indicators of “damaged”:

• “Screws sticking out”
• “Cracked”
• “Coming apart” / “Pulling apart”
• “Wood splitting”
• “Chipping”
• “Molding or banding coming loose”
• “Laminate cracked”
• “Backs falling off” (e.g., backs of shelves/units)
• “Doors falling off”
• “Screws stripping out”
• “Crushed” (box or product)

Other typical damaged-language examples:

• “The box was crushed when it arrived.”
• “The item was broken in the box.”
• “The package looked like it was dropped.”
• “The corner is smashed / dented / bent.”
• “There’s a hole in the box and parts are missing.”
• “Arrived wet, water-damaged, or moldy.”
• “Packaging was torn open and item is scuffed or scratched up.”
• “The frame/leg/part is snapped from shipping.”

These descriptions suggest the product was okay when it left the manufacturer but was compromised in transit or handling and should be treated as DMGD with carrier claim follow-up when applicable.

• Phrases That Usually Indicate “Defective” (for comparison)

If the customer’s language focuses on not working, incorrect manufacturing, failing, or malfunctioning in use, or missing/incorrect parts without mention of shipping damage, it may be DEF (defective).

Examples that lean “defective” rather than “damaged”:

• “It doesn’t turn on / won’t power up.”
• “The zipper doesn’t work even though the bag looks fine.”
• “The sound doesn’t play,” “lights don’t work.”
• “Laptop/tablet won’t hold a charge.”
• “The pieces don’t fit together correctly even though they’re not broken.”
• “The product failed after a few uses.”
• “The motor burned out during normal use.”
• “Holes drilled incorrectly” or “holes are missing where they should be.”
• “Snap buttons missing from the product (e.g., bibs, costumes).”
• “Wood color doesn’t match other pieces in the same product (mismatched finishes from the factory).”

Decision Guide: Is It Damaged or Defective?

• Damaged (DMGD) – likely if:

• Customer mentions crushed, cracked, pulling apart, splitting, screws sticking out, torn or wet boxes, etc.
• There is clear impact or transit damage.

• Defective (DEF) – likely if:

• Customer mentions not working, misprinted, missing drill holes/snaps, mismatched wood color, or failing in normal use.
• Packaging arrived in good condition.

If both might apply:

• Example: “The box was crushed and now it won’t power on.”
• Default to Damaged (DMGD) and clearly document both the shipping condition and functional issue in notes.
• Document clearly in EXPLAIN notes for RMA/claim handling.

Use this quick guide when listening to a customer:

• Ask yourself:

• Did the issue likely happen during shipping/handling?
• Is there visible damage to packaging or product on arrival?
  → If yes, treat as Damaged (DMGD).

• Ask follow-up questions when unclear:

• “What did the box look like when it arrived?”
• “Did you notice any dents, tears, or crushed corners?”
• “Did it look okay at first and only fail after you started using it?”
1. If the customer mentions both:
   • Example: “The box was crushed and now it won’t power on.”
   • Default to Damaged (DMGD) because shipping damage likely caused the functional issue.

1. Documentation Standards (Notes & Codes)

When you identify Damaged:

• Use codes:
  • Reason/source code DMGD on RMA and replacement orders where required.
• In notes (EXPLAIN):
  • Describe:
    • What is damaged (item, part, packaging).
    • How it appeared on arrival (crushed, torn, splitting, screws sticking out, etc.).
    • If carrier claim is or will be filed.

Example EXPLAIN note for damage:
“1/2/1900 jac Sally Sue sally@gmail.com reports carton arrived crushed; bookshelf #1111 sides are cracked and wood splitting, screws sticking out and back panel pulling apart. DMGD – under $80, replace at no charge. Carrier claim filed; photos requested.”

Common Misclassification Scenarios (How They Should Be Handled)

This section addresses situations that are often coded incorrectly as damaged or defective.

• Chairs with Stress Marks on Plastic

Scenario:
Customer reports stress marks on plastic chairs (e.g., white lines or stressed-looking areas on the seat, legs, or back).

• Often labeled as: Defective (DEF)
• How it should be treated: Usually Damaged (DMGD)
  • Stress marks are typically caused by pressure, impact, or bending during shipping/handling, not a manufacturing defect.
  • Treat as DMGD, document condition (e.g., “stress marks on seat/back, likely from pressure in transit”), and follow damaged-product processes (claim if applicable).

• Units Missing Hardware or Furniture Missing a Part/Piece

Scenario:
Customer reports a unit or furniture piece is missing hardware (screws, bolts, brackets) or missing a part or piece (leg, shelf, panel, etc.).

• Often labeled as: Damaged (DMGD) or Defective (DEF) and returned.
• How it should be treated:
  • Do not automatically process as DMGD or DEF with a full return.
  • Correct handling:
    • Review with Returns/Quality/Assembly or the manufacturer to:
      • Send a replacement hardware pack; or
      • Send the missing part only.
    • Goal: Replace the fewest items necessary, avoid unnecessary full returns when a part/hardware kit resolves the issue.

Suggested internal note language:
“Customer missing hardware pack for item X; not damaged/defective. Route to [Returns/Quality/Assembly/Manufacturer] for replacement hardware pack.”

• Misuse: Indoor Product Used Outside

Scenario:
Customer uses an indoor-only product outdoors or leaves product outside with no protective covering (e.g., trikes left outside; seats fading, rusting, cracking over time).

• Sometimes labeled as: Damaged or Defective.
• How it should be treated:
  • This is misuse / out-of-scope use, not a shipping damage or manufacturing defect.
  • Examples:
    • Trikes with faded seats from being left in the sun/rain.
    • Indoor furniture warped, peeling, or rusting after being left outdoors.
  • These typically do not qualify for damaged/defective replacement under standard policy.
  • Review case-by-case per warranty/goodwill guidelines, but do not code as DMGD or DEF in a way that implies Kaplan or carrier fault.

• Misuse: Product Used Outside Recommended Age Range

Scenario:
Product is used by children outside the recommended age range, and then the item is reported as damaged or not working (e.g., older/stronger children on toddler equipment, weight-capacity exceeded).

• Sometimes labeled as: Damaged or Defective.
• How it should be treated:
  • This is misuse / not following recommended age/weight guidelines, rather than product failure.
  • Example:
    • Toddler chair broken when used by much older child over weight limit.
  • Typically not eligible as Kaplan- or carrier-fault DMGD/DEF under standard policy.
  • Address with customer education on age/weight ratings and review per warranty/goodwill rules

Use this step-by-step tree while listening to the customer and reviewing photos.

Step 1 – Check for Shipping/Physical Damage

Q1: Does the customer report visible physical damage that likely occurred in transit or handling?
(Examples: cracked, chipped, wood splitting, screws sticking out, coming/pulling apart, laminate cracked, molding/banding coming loose, backs/doors falling off, crushed box or corners, heavy scuffs/gouges on arrival.)

• If YES → Treat as Damaged (DMGD)
  • Code: DMGD (reason/source as applicable).
  • Document in EXPLAIN notes:
    • What is damaged and how.
    • Packaging condition (e.g., crushed box).
  • File carrier claim if within policy.
• If NO → Go to Step 2.

Step 2 – Check for Missing Parts or Hardware

Q2: Is the main product intact, but the customer is missing hardware or a furniture part/piece?
(Examples: missing screws/bolts/brackets, missing shelf, missing leg, missing panel, missing hardware pack.)

• If YES → Handle as Missing Parts/Hardware (NOT DMGD or DEF):
  • Do NOT automatically create a DMGD or DEF return.
  • Route to Returns/Quality/Assembly or manufacturer to:
    • Send a replacement hardware pack, or
    • Send the specific missing part.
  • Document clearly in notes:
    • “Missing hardware/part only – no visible damage/defect. Routed for replacement pack/part.”
• If NO → Go to Step 3.

Step 3 – Check for Manufacturing/Functional Defect

Q3: Does the issue sound like a manufacturing, printing, or functional defect with no shipping damage?
(Examples:

• “Laptop/tablet won’t hold a charge.”
• “It doesn’t turn on / won’t power up.”
• “The zipper doesn’t work, but bag looks fine.”
• “Holes drilled incorrectly or no holes where they should be.”
• “Snap buttons missing on bibs/costumes.”
• “Wood color doesn’t match other pieces (factory finish issue).”
• “Alphabetical/numerical characters printed incorrectly or out of order.”
• Pieces don’t fit together correctly even though they aren’t broken.)
• If YES → Treat as Defective (DEF)
  • Code: DEF (reason/source as applicable).
  • Document in EXPLAIN notes:
    • Exact defect (misprint, missing snaps, wrong drilling, won’t hold charge, etc.).
    • Confirm packaging arrived in good condition if known.
• If NO → Go to Step 4.

Step 4 – Check for Misuse / Out-of-Scope Use

Q4: Does the issue appear to be from misuse or use outside product guidelines, rather than Kaplan or carrier fault?
Examples:

• Indoor product used outdoors or left outside with no protection:
  • Indoor furniture or product warped, rusted, peeling, or faded from weather.
  • Trikes/seats fading from being left outside.
• Product used outside recommended age/weight range:
  • Toddler classroom product used by much older/heavier children and then breaks.
  • Items damaged because weight/age limits were exceeded.
• If YES → Treat as Misuse / Out-of-Scope, not DMGD or DEF:
  • Do not code as standard DMGD or DEF implying Kaplan/carrier fault.
  • Follow internal guidance for warranty/goodwill decisions.
  • Document clearly in notes:
    • “Indoor product used outdoors and weather-damaged.”
    • “Product used outside recommended age/weight range – damage due to misuse.”
• If NO → Go to Step 5.

Step 5 – If Still Unsure

If you cannot confidently assign Damaged, Defective, Missing Parts, or Misuse:

1. Ask probing questions:
   • “What did the packaging look like when it arrived?”
   • “Has the item been used outdoors or stored outside?”
   • “How old are the children using this product?”
   • “Did it work correctly at first or has it never worked?”
2. Request photos of:
   • The product.
   • The issue area.
   • The packaging (if available).
3. Escalate for review with:
   • Returns/Quality/Assembly or supervisor when classification will impact RMA, replacement, or claim handling.

Damaged vs Defective – Quick Cheat Card

1. See cracks/splitting/coming apart/screws sticking out/crushed box?
   → Treat as Damaged (DMGD). File claim if applicable.
2. Main product is fine but hardware/parts are missing?
   → Do NOT use DMGD/DEF. Route to Returns/Quality/Assembly/Manufacturer for replacement hardware pack or part.
3. Item never worked right or has factory issue (misprint, wrong color, bad drilling, missing snaps, won’t hold charge)?
   → Treat as Defective (DEF).
4. Indoor product used outdoors or left outside (fading, rust, weather damage)?
   → Misuse/out-of-scope, not DMGD or DEF. Handle per warranty/goodwill rules.
5. Product used outside recommended age/weight range and then breaks?
   → Misuse/out-of-scope, not DMGD or DEF.
6. Chairs with stress marks on plastic from pressure/impact in transit?
   → Usually Damaged (DMGD), not DEF.
7. Not sure?
   → Ask about packaging condition, where/how product was used, and request photos, then review with Returns/Quality if needed.