Missing Parts Claims Process
Ver : 1.0
WH/WI 15
Date : 11/07
Claim Request for Missing Items
If the issue is found in the Retail Store:
 If any part or accessories are found missing or damaged after opening the shrink
wrap but before making the sale, immediately inform the team leader/store
supervisor.
 The team leader/ Stores Supervisor should investigate the incident (check for
video recording, collect evidences if necessary to prove the missing is from
WAREHOUSE side) and shall prepare an incident report the same day in the
“incident form” given from warehouse.
 The incident report should contain details like - Detail of incident, brand name,
model no., IMEI no., etc.
 Retail shall send the complete box along with the Incident report to Retail
Channel Coordinator (Srikumar@axiomtelecom.com) , Admin Supervisor
(raman@axiomtelecom.com) and CC the mail to pravin@axiomtelecom.com (for
Nokia), dany@axiomtelecom.com (for SE), prasanth@axiomtelecom.com and
nitesh@axiomtelecom.com (quality) immediately.
 If the variance occurred due to staff negligence then the amount should be
recovered from concern staff by Retail.
Handling of Claims by warehouse:
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If any part or accessories are found missing or damaged during the warranty
process, the box shall be isolated and will be informed to the Team leader /
Warehouse supervisor.
If in case of any discrepancy, should be investigated by the Team leader /
Warehouse supervisor (check for video recordings, if required) and incident
report to be prepared and forwarded to pravin@axiomtelecom.com (for Nokia),
dany@axiomtelecom.com (for SE), and CC to prasanth@axiomtelecom.com
and nitesh@axiomtelecom.com (quality)
The incident report should contain details like brand name, model no., IMEI no.,
and, detail of incident.
After the investigation, if it is found that the variance occurred due to staff
negligence then the amount should be recovered from concerned staff.
Steps to claim for the short delivery/damaged parts
Nokia
Case 1
a) If any part or accessories are found missing or damaged, then Warehouse will
coordinate with Phone Care and arrange for the missing parts.
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Missing Parts Claims Process
Ver : 1.0
WH/WI 15
Date : 11/07
b) Warehouse shall raise an STO to Phone Care location for the items to be
transferred to Phone Care.
c) Warehouse will send the entire box along with incident report and STO to Phone
Care and get the box filled with that missing accessory/ies.
d) Warehouse will receive the full box filled with required accessories as per the
normal receiving process from Phone Care.
e) These Boxes can be Shrink wrapped and can be sold through any of the
channels.
f) Phone Care shall claim for the missing parts from Nokia. The details of the claim
shall be send to pravin@axiomtelecom.com (brand Manager Nokia) and CC to
Finance- Supervisor General Ledger. (roopesh@axiomtelecom.com)
g) Phone Care shall follow up with the Principal and will obtain the credit note.
h) The Credit Note details will be sent to pravin@axiomtelecom.com and CC to
Finance- Supervisor General Ledger.
i) Finance- Supervisor General Ledger shall adjust the principal accounts
accordingly.
Case 2
a) If the parts are not available with Phone Care, then Warehouse Supervisor shall
send the incident reports summary on a weekly basis to Brand Manager - Nokia
(pravin@axiomtelecom.com) and subject to the approval from Nokia, Brand
Manager shall obtain a credit note for the product from Nokia.
b) Warehouse shall prepare a Product Return Note and then deliver the box (where
it has the parts missing) along with PRN back to NOKIA as a proof based on the
instruction from Brand Manager-Nokia. Address and location to get from Nitesh
c) Brand Manager shall give all the details of claims and credit notes to FinanceSupervisor General Ledger for following up with the principal for the claim and
CC it to Quality dept.
d) Finance- Supervisor General Ledger shall adjust the principal accounts
accordingly.
Case 3
a) If the handset is missing from the box, then Warehouse Supervisor shall send the
Incident Report Summary to Brand Manager-Nokia (pravin@axiomtelecom.com)
on a weekly basis and the Brand Manager-Nokia shall place a complaint on
NOKIA website mentioning the model, and IMEI no. for claiming the insurance.
b) Warehouse will deliver the box (where it has the handset missing) back to NOKIA
as a proof based on the instruction from Brand Manager-Nokia. Address and
location to get from Nitesh
c) The details of insurance claims shall be sent to Finance-Supervisor General
Ledger for following up with the principal for the claim and CC it to Quality dept.
d) Finance- Supervisor General Ledger shall adjust the principal accounts
accordingly.
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Missing Parts Claims Process
Ver : 1.0
WH/WI 15
Date : 11/07
Sony Ericsson
a) The details of discrepancy (short delivery/damaged parts) shall be entered in the
SE claim request form by Warehouse Supervisor.
b) Warehouse Supervisor shall send the incident reports summary on a weekly
basis to Brand Manager - SE (dany@axiomtelecom.com) and subject to the
approval from SE, Brand Manager shall obtain a credit note for the product from
SE.
c) Warehouse Supervisor shall attach the required documents along with
photographs for proof, and send those along with the full box to SE, based on the
instructions from Brand manager.
d) Brand Manager shall give all the details of claims and credit notes to FinanceSupervisor General Ledger for following up with the principal for the claim and
CC it to Quality dept and Logistic department (nisar@axiomtelecom.com )
e) Logistic department/ Brand Manager shall coordinate with the principal and claim
for the short delivery / damaged parts from them. The claim report shall also be
send to dany@axiomtelecom.com and CC to Finance- Supervisor General
Ledger.
f) Finance- Supervisor General Ledger shall follow up and adjust the principal
accounts accordingly.
Note:
 Warehouse needs to ensure the components are really missing from the
principles and not a theft during warranty process.
 There should be strict control measures in the warehouse to make sure that no
box should reach the stores with any parts missing.
 All the claims should be made to the principals within a maximum 30 days of date
of delivery.
 On a monthly basis, the quality department will meet the Brand Managers and
Supervisor General Ledger to review the status.
The Quality Dept shall monitor the trend of incid
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