Claims and faulty products — Version History
Comparing v2 v3 +3 · −3
Updated by Julia
Published by Julia
Instructions +3 · −3
89 unchanged lines
If the customer received the item already damaged (damage during shipping / on arrival, package crushed, ripped out of the box) — that's a different scenario (damaged-order flow with photos + claim label), not this skill.
If the customer is asking about repair *proactively* (no defect — just wants to fix worn-out gear, or buy spare parts) — that's a different scenario, not this skill.
This skill handles claims for manufacturing defects within 2 years of purchase.
**What counts as a claim (manufacturing defect — covered)**
- Broken zippers or seams immediately after purchase
- Waterproof membrane failures due to manufacturing defect
- Insulation clumping or shifting from production error
- Torn fabric due to manufacturing defect
- Delaminating materials
**What's NOT a claim (wear and tear — not covered)**
- Broken zippers after heavy use
- Pilling on fleece after regular wear
- Fading from sun exposure
- Gradual waterproofing loss from regular use → suggest DWR reactivation via product care first
- Scuffing or small tears from normal riding
The line between "manufacturing defect" and "wear and tear" can be blurry. We aim to be helpful — let the agent assess if it's borderline.
**Our guarantee by region**
- **EU:** 2-year legal guarantee on all purchases
- **US:** No standardised guarantee; we evaluate each situation individually
**Possible solutions an agent can offer**
- Sending spare parts (e.g. zipper, drawstring)
- Repair (currently US only via Tersus Solutions)
- Replacement product
- Partial or full refund
**Possible outcomes in detail**
**Replacement product:**
- Identical replacement if the product is in stock and under 1 year old
- No return needed if processed immediately
**Repair (US only via Tersus Solutions):**
- Products manufactured after October 15, 2020 are eligible
- Process: customer gets shipping label → ships to Tersus → Tersus evaluates → we approve / reject → if approved, Tersus repairs and returns; if not, alternative solution
- Customer must update shipping address before shipping
**Full refund:**
- Product is less than 1 year old
- Clear manufacturing defect
- Customer prefers refund over replacement
- **Important payment method limitations:**
- PayPal orders over 356 days old: refund not available through standard process
- Klarna orders over 3 years old: refund not available through standard process
- Orders before June 7, 2021: manual refund process required
**Partial refund:**
- For minor issues or customer preference
- Product is 1–2 years old
- Issue is minor (small tear, loose seam)
- Maximum 50% of original price
**Spare parts:**
- For easily-fixable issues
- Customer self-repairs
- 1–2 years post-purchase
**How to make a claim**
The customer needs to:
1. Contact our support team with **photos** of the damage
2. Provide their **order number and email address** used at checkout
3. Describe what happened and when
Powder doesn't process claims — escalate. The agent registers in CX Hub.
**Claim labels**
When a claim is approved and item needs returning, the agent generates a **claim label** in CX Hub:
- **Paper format only** for all claims (not paperless / QR), even in countries that normally support paperless
- Reference field has the order number followed by "CLAIM"
- Signals to the warehouse that the item should NOT return to inventory — instead, routed to renewal partners (Tersus US / RecoMended EU)
**Old orders + PayPal exception**
For old orders needing a claim label:
- CX Hub can generate the label as for newer orders
- **Exception:** If the order was made via PayPal AND is over 1 year old, an agent must raise a ticket to get the claim label
−**Renewed product claims**
+**Renewed product warranty**
−Renewed items are covered by the same claim process as new products. If an issue appears that wasn't present at delivery (broken zipper, fading, etc.), customer can file a claim. Same outcomes.
+Renewed items have the same warranty as new products: 2-year legal guarantee in the EU, case-by-case evaluation in the US. If a manufacturing defect appears that wasn't present at delivery (broken zipper, seam failure, etc.), customer can file a claim. Same outcomes apply (replacement, repair, refund, spare parts).
17 unchanged lines
**Timeline**
1. Response: 2–3 business days after report
2. Decision: discuss + decide
3. Execution: 5–10 business days after agreement
4. Delivery: replacement or refund shipped (varies by location)
Total: 2–4 weeks in most cases.
**How to handle the conversation**
1. "My zipper broke" → ask when, and how long they've had the product. If recent + manufacturing → claim. If after heavy use → wear and tear (likely not covered).
2. "Is this covered by warranty?" → 2-year EU legal guarantee, US case-by-case. Walk through what's covered vs wear and tear.
3. "My jacket isn't waterproof anymore" → likely DWR worn off. Suggest reactivation first (product care) — escalate so the right teammate walks through the wash + Nikwax/Grangers + tumble dry steps. If reactivation doesn't help, that's a claim — escalate again.
4. Customer reports defect → ask for photos AND order information (order number + email address used at checkout), describe + escalate to agent.
5. "Can you just repair it?" → US: yes, Tersus, via the claim flow. EU: no direct repair partnership (offer replacement / refund / spare parts via claim).
−6. "What about my Renewed item?" → same claim process as new.
+6. "What about my Renewed item?" → same warranty as new products.
7 unchanged lines
7. Customer reports the item arrived damaged in shipping (not a manufacturing defect) → that's a different scenario (damaged on arrival — needs photos, claim label flow). Escalate.
**Escalate to a human agent when:**
- Always — Powder doesn't process claims. Confirm details (photos + order number + email), escalate.
- Especially: customer wants compensation, customer wants repair, customer is in a borderline wear-and-tear vs defect case.
- Customer's report is actually about damage on arrival (different scenario)
- Customer needs the DWR reactivation walkthrough first (different scenario — product care)
Guardrails unchanged
(no changes)