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🇨🇭 How do I process warranty claims as a merchant?

🇨🇭 How do I process warranty claims as a merchant?

Introduction

If a customer has received the ordered goods defective, or if a defect occurs during the warranty period, they can open a service case .

From a legal and contractual perspective, the service case is a warranty claim, but in customer communication it is often also referred to as a guarantee case.

The warranty period is stored for the respective product and linked to the order in the customer account.

 

 

Principles & processing deadlines

To ensure smooth customer service, the merchant must above all observe the following principles:

  • In a service case, the customer has a contractual right to a solution (e.g. replacement, repair, or credit note).

  • Within the first 14 days (so called “DOA period”), the merchant should provide an immediate solution to the customer, for example by crediting the purchase price or sending a replacement without delay.

  • On the one hand, the merchant must follow all process steps in the Partner Portal (see https://confdg.atlassian.net/wiki/spaces/PHCM/pages/171187701650) and, in parallel, contact the customer regarding finding a solution.

  • The merchant ensures timely, customer-oriented processing of all service cases and proactively keeps the customer informed in the event of delays

  • The merchant is also responsible for transport damage that occurs during shipping from the merchant to the customer.

 

Contractual basis: https://confdg.atlassian.net/wiki/spaces/VG/pages/170339435689/Terms+of+use+Marketplace+Switzerland#11-Warranty-and-guarantee-for-customers

 

 

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The merchant processes all service cases in the Partner Portal

A detailed guide for handling service cases in the Partner Portal for marketplace merchants can be found here:https://confdg.atlassian.net/wiki/spaces/PHCM/pages/171187701650/After+Sales#Overview-of-Service-Cases

 

 

Instructions for merchants who import goods into Switzerland via the EU hub

  • Digitec Galaxus AG handles the warranty claims.

  • Twice a year, a credit note request is issued for the agreed compensation discount. This corresponds to the share of revenue that is refunded to Digitec Galaxus AG for taking over the warranty handling, thereby avoiding re-export and re-import into Switzerland. See EU hub addendum agreement: https://confdg.atlassian.net/wiki/spaces/VG/pages/170360244091

 

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