Q & A: THE RETURN AUTHORIZATION PROCESS

At DOW Electronics, we strive to provide our retailers with convenient and straightforward methods to organize and handle day-to-day business practices. A necessary part of distribution, or any product based business, is the return of warranted product. We asked our Return Authorization Specialists what the most common complaints and questions were, and below is their response, with tips and answers to help you out with the RA process.

Retailer: Where can I find the DOW Electronics’ return authorization guide lines? 

Answer: Once you have logged into the DOW Electronics website, click on the tab ‘RA Requests.’  When the drop-down menu appears, chose the ‘RA Policy & Procedures’ option, and from here, you can click the PDF document that includes our most current RA guidelines.

Retailer: The RA process is too complicated. 

Answer:  There are only five (5) options for RA’s – Defective Dish Receiver, Defective Dish Accessories, Defective all other product other than Dish, Return to Stocks and Broadband (i.e.; Exede, dishNET and Hughes Net). The process to request an RA takes about 1 to 1 ½ minutes to submit. It simply requires the part number, the DOW Electronics Invoice, an explanation of what is wrong or why you are requesting a ‘Return to Stock’, if you would like a credit or replacement, and how you would like to return the defective product.  We try to process all RA requests as quickly as possible so there is no inconvenience to the retailer.

Retailer: Why do I have to provide a DOW Electronics Invoice number? 

Answer:  In order to process your request, we have to research all requests, which includes verifying proof of purchase. By providing the DOW Electronics invoice number, we are able to process your claim in a timely manner because you have already given us the majority of the information we need to complete the process.

Retailer: How do I find my DOW Electronics Invoice if I do not have a copy? 

Answer:  We’ve made this portion of the RA process easy for the retailer. All you have to do is select the ‘Shipping/Invoicing’ option under the ‘Shipping’ tab on the DOW Electronics website. You can choose to download data in a CSV/EXCEL Format and to include all data, or just a specific date range.  Once you choose your options, just submit and we provide you with the information right on your screen. The easiest way to find the data you are looking for is to press the Control button + F button (the find function in EXCEL) and EXCEL will take you to the part or specific serial number.

Also included in this view is the DOW Electronics invoice number, DOW Electronics part number, and if applicable, the SN number of the unit purchased. Another valuable column identifies the person who ordered the item.

More Value-Added Services that assist in the Return Authorization process:

  • DOW Electronics offers free pickup on defective replacements with a qualifying order by our own trusted fleet of vehicles and drivers.
  • Most RA’s are processed within 1 business day.
  • If you are confused or need assistance, our experienced staff can walk you through the process in 5 minutes!
  • For retailers on the go, you can e-mail Radepartment@dowelectronics.com  from your tablet or smart phone with any questions.
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