6.1. Review and Take Action on a Claim Submitted by Installation Shop

Modified on Wed, 8 May, 2024 at 12:15 PM

6.1. Distributor: Review and Take Action on a Claim Submitted by Installation Shop

This guide provides step-by-step instructions for distributors on how to review and take action on a claim submitted by an installation shop. It covers everything from reviewing the claim details to requesting additional information, passing the claim to STEK HQ, approving/rejecting compensation, and viewing claim history.

Click "View Claims" under Product Claims.

Select the claim and click "View claim" to see more details.

Review the details of the claim.

Take action by selecting from the dropdown list.

If additional information is needed from the installation shop regarding the claim, select the status "Missing Information".

Specify the additional information that the installation shop should provide.

Click "Submit"

The claim status has been updated to "Requested Missing Information".

After the installation shop has provided the additional information, review it.

The additional information (photo) has been provided.

If there is sufficient information, change the Claim Status.

Select the status "Under Review" from the dropdown list if you need more time to analyze the claim.

Choose whether to pass the claim to STEK HQ or not.

Alert: If the distributor chooses not to pass the claim to STEK HQ by selecting "Do not involve STEK HQ", the distributor may not receive compensation from STEK HQ.

Enter a comment for the installation shop and click "Submit".

The claim status has been updated to "Under Review".

After finishing the analysis of the claim, change the Claim Status.

If you have decided to provide compensation to the installation shop, select "Approve Compensation" from the dropdown list.

Tip: If the distributor determines that the defect occurred due to installation fault or mishandling of the product by the installation shop, the distributor may reject the claim by choosing "Reject" from the Claim Status dropdown list.

Choose whether to involve STEK HQ or not.

Alert: If the distributor passes the claim to STEK HQ at the compensation approval stage, STEK HQ will begin reviewing the claim AFTER the distributor have approved compensation for the installation shop. If STEK HQ determines that the claim was not caused by a manufacturing defect, the distributor will not receive compensation.

Tip: In some cases, the distributor may decide to provide compensation to the installation shop without involving STEK HQ. This could happen when the distributor determines that there was no manufacturing defect. For instance, the defect might have occurred during transportation from the distributor to the installation shop due to inappropriate packaging by the distributor.

Select the type of compensation for the installation shop.

Click "Submit"

The claim status for the installation shop has been updated to "Approved | Refund".

To view the claim history, click on "Logs".

View the logs.

The claim status for the distributor is "Under Review" because it has been passed to STEK HQ, where it is currently under review. Once STEK HQ makes a decision on the claim, the status will be updated.

After STEK HQ has made a decision on the claim, the claim status is updated to "Approved".

Click "View claim" to see more details.

The claim status assigned by STEK HQ is "Approved | Refund".

To view the credit note issued by STEK HQ for the claim, click on "Credit Notes".

Click "See details" to open the credit note.

Review the credit note.