Damages and Defects Policy and Procedure

Title: Damages and Defects Policy and Procedure

Purpose

Provide clear guidance where to direct product concerns (damaged, defective, parts requests, warranty inquiry).
Ensure accurate data for QC, Compliance, Purchasing, and Merchandising to act with vendors and protect Kaplan and its customers.
To Provide knowledge that helps determine next steps for product; return to Kaplan, return to vendor, issue warranty replacement, send parts, or discard.

Scope

Applies to all product concerns (damaged, defective, part requests, warranty inquiry) including drop-ship items.

Damages Policy and Procedure
Damages are losses or harm resulting from injury to the product. Commonly occurring during shipping and handling. Less frequently occurring while customer has in their possession.

Indicators of Shipping Damage (Examples)

• Corners of furniture smashed or chipped.

• Cracks or complete splits in wood (e.g., Maple line)
• Bends in metal or plastic items
• Blemishes or water marks from water exposure
• Holes through box and product due to forklift or carrier handling

• Broken corners well after date of delivery
• Cracks in wood while moving product
• Blemishing/fading due to improper cleaning

Product Disposition

• Return: If damage is purely superficial packaging damage with no impact on product usability/appearance
• Do not return: If evidence shows damage occurred after delivery and is not carrier related. If damage is clearly shipping-related and affects usability or appearance, supported by photos and packaging evidence.
• If uncertain, send to QC HubSpot pipeline for review with photos, packaging details, and carrier information.

Documentation and Evidence (Damages)

• Required: Order number, customer contact, date of receipt, description of damage, 3+ photos (overall packaging, product, close-up of damage), packaging condition notes. 

Process Overview (Damages)

• Step 1: Receive report; request photos and packaging details.
• Step 2: Collect evidence (3+ photos; document packaging condition).
• Step 3: Classify as Shipping Damage or Customer Damage via guidance of this document.
• Step 4: Decide disposition of product with rationale, include QA if unsure.
• Step 5: Document decision; communicate outcome to customers; initiate vendor actions if applicable.
• Step 6: Coordinate with carrier/vendor for remedies (replacement, credit, etc.) as appropriate.
• Step 7: Close case; log metrics for trend analysis.

Common Pitfalls

• Missing packaging photos; relying on product photos alone.
• Failing to distinguish shipping damage from non-shipping issues.
• Incomplete evidence or inconsistent criteria across teams.
• Delayed decision or customer notification.

Special Considerations

• Drop Ship origins: If the product was drop-shipped, verify whether it should be returned to Kaplan or directly to the vendor per vendor return procedures; communicate vendor guidance to the customer.
• Return logistics: If the item left Kaplan’s facility and is not cost effective to return, confirm with Returns whether the item needs to be returned (disposal, repair, or part salvage may be more appropriate).

Defects Policy and Procedure

• A Defect is an imperfection or abnormality that impairs quality, function, or utility.

• Defects may be evident at arrival or become evident during use; warranty terms may influence disposition.

Indicators of Defects (Examples)

• Wood color does not match other components (e.g., doors/side panels)
• Holes drilled incorrectly or missing on RTA furniture (distinguish dowel holes from screw holes)
• Snap buttons missing from product (e.g., bibs, costumes)
• Electronics not holding a charge (laptops/tablets)
• Incorrect or missing printed/graphics (alphabetical/numerical on puzzles, flash cards)

Product Disposition

• Send Evidence to QA Hubspot pipeline via Quality Control/Parts Request Playbook. They will determine if item needs to be returned or if any additional evidence of issue is required.

Documentation and Evidence

• Required: Order number, customer contact, product SKU/name, description of defect, 3+ photos showing defect and context, PO #, serial/model numbers if applicable, date of receipt.

Process Overview (Defects)

• Step 1: Receive customer inquiry; request defect-specific details (order #, PO #).
• Step 2: Collect evidence (3+ photos showing defect; include serials/labels, Manufacturer PO #).
• Step 3: Use acquired data points to fill out Quality Control/Parts Request Playbookin HubSpot.
• Step 4: QC will decide disposition (Return/dispose, Repair, Parts Only, Warranty Replacement) with rationale.
• Step 5: QC will close case; log metrics for trend analysis. Outcome will be communicated to Customer Sales Rep.
• Step 6: If applicable, arrange replacement, repair, or part shipment; update vendor actions.

Shared Guidance: Where the returned item goes

• Kaplan-owned stock vs vendor stock: Determine who should take possession if applicable; direct returns to the correct party.
  • If Drop Ship item: Follow vendor return procedures for drop-ship items; provide the customer with vendor instructions.
• Return economics: Not all returns are cost-effective. If repair/parts or disposal is more appropriate, pursue that route with approvals.
• When in doubt: Reach out to the designated contact (Quality Control/Parts Request Playbook) for disposition guidance.

Common Identifying Mistakes to Avoid (Both Damages and Defects)

• Failing to request/attach packaging photos in addition to product photos.
• Not clearly distinguishing between shipping damage and product defect.
• Incomplete evidence or unclear photos, missing required data points or identifiers.
• Inconsistent application of criteria across teams or cases.

Quick Reference Examples

• Damages (Shipping-Related):
• Corners of furniture smashed or chipped     
• Cracks/splits in wood
• Bends in metal/plastic
• Water marks on product or packaging
• Holes through box/product due to carrier handling

Defects:

• Color mismatch between components
• Incorrect or missing holes on RTA items
• Lights or electronics not functioning as intended
• Missing hardware or parts affecting use
• Misprinted or missing graphics/labels