Overview
To ensure accurate evaluation of warranty claims, all agents are required to ask and document diagnostic questions related to the issue being reported. These questions help identify the root cause of the issue, support faster resolution, and provide the Production and Quality teams with the information needed to determine whether the cause is related to materials, manufacturing, packaging, shipping, or external factors such as misuse or third-party handling.
Requirements
Ask the Relevant Diagnostic Questions
When a customer reports a product defect or shipping issue, agents must ask the corresponding diagnostic questions based on the claim category and issue type. A standard question list has been developed for each category to support this step.Document All Responses in the Warranty Claim Form
All answers provided by the customer must be clearly and accurately entered into the warranty claim form. Use full sentences or direct quotes if needed. Do not summarize or assume missing context.Attach Supporting Materials
If photos, receipts, or other documentation are required for the claim category, agents must request them and ensure they are attached or linked in the claim submission.Escalate Incomplete or Contradictory Information
If the customer is unable to provide required evidence, details, or photos that do not clearly confirm a defect, the issue is listed as "other", or the customer is requesting an alternative solution or repair, escalate to your supervisor or Design & Engineering chat for review before approving any claim.
CATEGORY: CARRIER
DAMAGE
Was the order delivered upright (vertically) on a pallet and left intact?
Did you sign for the shipment or was it delivered without you being present?
Did the carrier leave a delivery slip or any other kind of documentation behind for you?
Was the product transported to any other location outside of the original delivery address?
Was any damage to the packaging visible before opening the product?
Did you notice anything during or after delivery that may have caused the damage?
When was the damage noticed? (i.e. Immediately upon opening, after installation)
If the shipment has been stored, for how long and under what conditions? (Indoors/outdoors; lying flat/on its side, etc.)
DELIVERY
Was the shipping address listed in SO correct?
Does the tracking number confirm delivery?
Was the shipment accepted by the intended recipient, or by someone else?
Did the carrier provide any explanation for delivering to the incorrect address?
LOST ORDER
Have you checked the tracking information provided for this shipment?
Do you have any images/video of delivery made?
Has the carrier confirmed the package was lost or marked as undeliverable?
Did the carrier leave a delivery slip or any other kind of documentation behind for you?
Has you received delivery or rejected delivery?
Has you contacted the carrier directly, and if so, what was shared?
RETURNED
Did the carrier or customer provide a reason for the return?
Was the delivery refused at the time of drop-off?
Were there any notes or instructions provided with the returned shipment?
Did the carrier leave a delivery slip or any other kind of documentation behind for you?
Was the return initiated by the customer or automatically triggered by the carrier?
CATEGORY: FINISH
CHIPS
Was the chip visible immediately after unpacking?
Was the product handled or moved after opening before the chip was noticed?
Was the chip located in a protected or exposed area of the packaging?
Has the customer attempted any installation or modification?
CRACKS
Where is the crack located on the product?
Was the crack noticed before or after installation began?
Were there any extreme temperatures or storage conditions that may have impacted the product?
Was the product dropped, bumped, or leaned against anything before use?
BUBBLING
Where on the product is the bubbling located?
Was the product stored in high heat or humidity before installation?
Was the issue present immediately upon unboxing?
Has any cleaning or handling been done to the area where bubbling was found?
SCRATCHES
Were the scratches visible upon opening the packaging?
What part of the product is affected?
Has the customer used any tools, cleaners, or abrasives on the surface?
Was the scratch pattern consistent with packaging rub, or does it appear random?
CATEGORY: TOLERANCE
BOW/WARP
Was the product stored flat and indoors before installation?
Was the bow or warp measured, and if so, what is the deviation?
Was the product exposed to high heat (over 115°F) during storage?
Did the issue become apparent during installation or right after unpacking?
MEASUREMENTS
Which dimension(s) are off from the spec?
Has the customer measured with a tape/measuring tool, and if so, what was the result?
Is this issue preventing installation or causing a visible gap/alignment issue?
Were all pieces in the order affected or just one?
COLOR VARIATION
Is the color difference compared to another item in the same order or to a sample?
Has the customer taken the product into different lighting conditions to confirm?
Are all items in the order affected by the color variation?
Is the finish matte, gloss, or textured?
PATTERN ALIGNMENT
Is the misalignment affecting how the product looks when installed?
Is the pattern break over 1/16” or within acceptable variation?
Has the customer installed or dry-fit multiple panels?
Can the customer provide a photo showing the full pattern alignment?
CATEGORY: PACKAGING
MISSING ITEM
What specific item(s) are missing?
Was the box sealed and intact upon delivery?
Did the customer inspect all packaging materials (inside foam, sleeves, inserts)?
Has the missing item appeared since initial unboxing?
INCORRECT ITEM
What item was received, and what was expected?
Did the label on the box match the product inside?
Was the packaging intact or possibly repacked?
Has the customer checked all boxes received in this order?
CATEGORY: DURABILITY
DISCOLORATION
How long has the product been in use?
Is the discoloration isolated or widespread?
Has the product been exposed to direct sunlight, moisture, or chemicals?
Has any cleaning or surface treatment been applied?
CHIPPING
When did the chipping begin—immediately after installation or over time?
Where on the product is the chipping located?
Has the surface been cleaned or scrubbed using a brush or abrasive?
Is the chipping spreading or staying contained?
SCRATCHING
How soon after installation did the scratching appear?
What type of items come into contact with the surface (shoes, tools, etc.)?
Was a protective covering or mat used?
What cleaning products have been used?
WEAR & TEAR
How often is the product used?
What specific signs of wear are visible?
Has the product been exposed to high moisture, pressure, or weight?
Was installation done according to the product guide?
CATEGORY: HANDLING
MISSING ITEM
- How many items/packages are missing?
- Were the items on the original order? (If manual order confirm items in SO match items on pre-paid invoice)
- What are the missing items?
- How many packages/cartons are listed on the BOL? (Verify w/Logistics)
MISS-SHIP
What was received, and what was expected?
Did the packaging label match the packing slip or order confirmation?
Was more than one item in the shipment correct or incorrect?
Has the customer experienced this issue before?
ORDER ENTRY
Can the customer confirm the order details they submitted or received?
Was the quantity, item number, or address incorrect?
Did the confirmation email match what was delivered?
Has the customer had any past corrections made to this order?
CATEGORY: OTHER
SEE NOTES
Can you describe the issue in your own words?
When did the issue first occur?
Has any troubleshooting or adjustment been attempted?
Is the issue preventing the use of the product?