Warranty / RMA Handling SOP

This procedure defines how Blitzpanel receives, evaluates, and resolves customer warranty claims and returns for control panels, subpanels, and enclosure work.

It exists to ensure every claim is logged and tracked under a unique RMA number, evaluated consistently, dispositioned promptly, and tied back to root-cause analysis so recurring failures are prevented rather than only repaired.

A disciplined RMA process protects customer relationships, contains warranty cost, and feeds real field-failure data into design and production quality improvement.

Applies to all customer-reported warranty claims and product returns for panels, subpanels, and enclosures shipped by Blitzpanel, from initial claim through final disposition and closure.

Covers claim intake, RMA issuance and tracking, inbound return logistics, technical evaluation, disposition (repair, replace, or credit), and linkage to the non-conformance/root-cause process.

Does not cover transit-damage claims filed against the carrier at time of delivery (see Shipping & Handling SOP) or internal shop defects caught before shipment (see Non-Conformance / Rework SOP), except where a returned unit's root cause traces back into those records.

RMA — Return Merchandise Authorization: the unique number issued to a customer authorizing return of a specific unit for evaluation.

Claim — a customer report that a shipped unit is defective, damaged, or not performing to specification within the warranty period.

Disposition — the decision made after evaluation: repair, replace, credit/refund, or return-as-is (no fault found).

NCR — Non-Conformance Record: the record used to document and root-cause a confirmed defect (see Non-Conformance / Rework SOP).

NFF — No Fault Found: evaluation finds the returned unit meets specification and the reported issue is not reproducible or is caused by installation/application factors outside Blitzpanel's build.

Warranty period — the time window, from a defined start date, during which a defect is covered under Blitzpanel's warranty terms. TODO: state Blitzpanel's standard warranty duration and start trigger (ship date vs. install date).

Role	Responsibility
Customer Service / Sales Contact	Receives the claim, gathers initial details from the customer, and issues the RMA number.
Quality	Owns technical evaluation of the returned unit, determines root cause, and opens an NCR for confirmed defects.
Engineering	Supports evaluation of design-related failures and reviews any re-listing/re-labeling impact of repairs.
Production / Repair Technician	Performs the approved repair or rework, and re-tests the unit before return.
Disposition Authority	Approves the final disposition (repair, replace, credit) above defined cost/value thresholds. TODO: define disposition-authority thresholds and who holds sign-off.
Accounting	Processes credits, refunds, or no-charge repair invoicing per the approved disposition.

RMA log / system of record for issuing RMA numbers and tracking status through closure. TODO: name the system of record (CRM, spreadsheet, or ERP module).

Warranty terms and coverage reference (duration, exclusions, what is/is not covered). TODO: attach or link Blitzpanel's current warranty terms document.

Non-conformance/root-cause records and forms (see Non-Conformance / Rework SOP).

Functional test equipment and procedures for re-test after repair (see Functional Test / Power-Up Test SOP).

Return shipping labels/accounts and inbound receiving area for evaluation of returned units. TODO: confirm return-freight account and whether Blitzpanel or the customer pays inbound freight by default.

6.1 Receiving the claim

Log the customer's claim with unit identification (job/serial number), ship date, reported symptom, and date the issue was first observed.

Confirm the unit is within the applicable warranty period and that the reported issue is plausibly a covered defect rather than misuse, unauthorized modification, or application outside the panel's rated design. TODO: confirm standard warranty exclusions list.

If the claim involves a safety concern or a unit still in service, prioritize triage and escalate immediately rather than waiting for the standard queue.

6.2 RMA issuance & tracking

Issue a unique RMA number and record it in the RMA log along with customer, job/serial number, claim summary, and date issued.

Provide the customer the RMA number, return shipping instructions, and any packaging guidance needed to prevent transit damage to the returned unit.

Update the RMA log status at each stage (Issued, In Transit, Received, Under Evaluation, Dispositioned, Closed) so status is visible without contacting the assigned engineer directly.

6.3 Inbound receipt & logging

On receipt, verify the returned unit matches the RMA number and job/serial number, photograph its as-received condition, and log receipt date in the RMA record.

Route the unit to Quality for evaluation and hold it in a clearly identified quarantine/RMA area separate from production stock.

6.4 Evaluation & disposition

Evaluate the reported symptom against the original build documentation, test records, and any job traveler history (see Job Traveler / Document Control SOP).

Attempt to reproduce the reported failure using the applicable functional test procedure before disassembly, and document findings, measurements, and photos in the RMA record.

Determine disposition: repair, replace, credit/refund, or No Fault Found (NFF); route dispositions above the defined threshold to the Disposition Authority for approval. TODO: define cost/value threshold requiring sign-off before disposition is finalized.

Communicate the disposition and estimated turnaround to the customer. TODO: set target turnaround time by disposition type.

6.5 Repair, replace & credit

For repair, perform the correction using the same workmanship and component standards as original build, and re-test per the applicable functional test procedure (continuity, dielectric/hi-pot, and functional as applicable) before return.

If the repair alters wiring, components, or enclosure modifications on a UL508A-listed panel, evaluate whether the field label/listing basis is affected and re-label per Blitzpanel's UL508A field-evaluation process. TODO: verify exact UL508A clause governing field repair/re-labeling of a listed panel.

For replace, build or pull a replacement unit through standard production and test flow before shipment; do not bypass standard test steps to expedite an RMA replacement.

For credit or refund, route the approved amount to Accounting with the RMA number referenced on the resulting credit memo or refund transaction.

For No Fault Found, document the basis for the finding, return the unit to the customer, and note any charges for evaluation/return freight per Blitzpanel's terms. TODO: confirm whether NFF evaluations are billable and at what rate.

6.6 Root-cause linkage & closure

For every confirmed defect (repair or replace disposition), open or link an NCR per the Non-Conformance / Rework SOP so the failure is root-caused rather than only corrected on the returned unit.

Where the root cause indicates a systemic issue (design, component, or process), route the finding to Engineering/Quality for corrective action beyond the individual RMA.

Close the RMA in the log only after repaired/replacement unit shipment (or credit posting) is confirmed and the linked NCR, if any, is recorded.

RMA record: RMA number, customer, job/serial number, claim details, evaluation findings, disposition, and closure date.

Evaluation and re-test results supporting the disposition decision, including photos and measurements.

Linked NCR and root-cause documentation for confirmed defects (see Non-Conformance / Rework SOP).

Credit memo, refund record, or replacement shipment reference where applicable.

Retention period for RMA and warranty records. TODO: set retention policy.

Non-Conformance / Rework SOP, Shipping & Handling SOP, Functional Test / Power-Up Test SOP, UL508A Compliance Documentation SOP, Job Traveler / Document Control SOP, Quality Control (QC) Standard.

UL508A — Standard for Industrial Control Panels (field repair/re-labeling of listed panels). TODO: verify exact clause references before citing.

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