Repairing and Returning Shades- FAQ Freight

1. When a shade is returned to us for repair, it will be placed on the wire shelf in the warehouse and a note will be dropped into the FD ticket letting the FD agent know the shade has been received.  There will be a sticky on the box with the FD or SO number.  

2. Print out the FD ticket and then locate the correct box(es). 

3. Determine what needs to be repaired by reading the FD ticket and then carefully unpack the shade.  Keep the box if it is in good condition so you can use it to return the repaired shade to the customer.  If it is in poor condition or unsightly, use a new box or ask the production team to help you make/find a box. 

4. Look the shade over to determine if what the FD ticket matches what needs to be repaired.  Sometimes customers add extra notes in with the shade to request additional repairs or sometimes they include more shades than originally expected. 

5. Look at the shade and determine if you can repair it (usually you should be able to as this should have been determined when the repair was set up). 

6. Gather the appropriate replacement parts and tools to do the repair.  If you need help, ask for help.  If the shade is long, remember there is a hoist in Unit E that makes repairs a lot easier. 

7. If the repair involves a remote motor shade, get a spare Dooya or SHC remote so you can pair a remote to the shade. 

8. Repair the shade and then if motorized, test that it works properly.  Take a short video of the shade operating correctly so you can send it to the customer if they request it.  Download the video and store it in the Warehouse SP folder under the folder entitled “Repair Videos” and save the file name as the FD ticket number (for example:  FD 123456).  If you do not have access to the Warehouse SP folder, ask someone in the WH for assistance in dropping it into that folder. 

9. Unpair the shade and return the remote to wherever you borrowed it from. 

10. If the shade is motorized, charge the shade for the customer so when they receive it, it is fully charged. 

11. Re-pack the shade in its original packaging.  Use additional bubble wrap if needed to ensure it is well packaged for return to the customer. 

12. In the FD ticket, ask the customer if they would like it returned to them at their location (or if they would like it sent directly to the end customer’s address).  Provide both address so they can easily reply back to you. 

13. Let the WH team know where to ship it and then they will provide you with the return tracking number.   

14. Email the customer with the return tracking and resolve the FD ticket.