Returns Goods Policy
Fax - (310) 347 - 4397
E-mail address –
Phone (866) 672 – 9915
Phone (310) 212 – 7910
Ext. 1744 Lourdes Reinoso – Returns Supervisor
Ext. 1743 Azucena Del Prado – Returns Lead
Ext. 1746 Christian Fernandez – Returns Clerk
Ext. 1747 Reyna Moreno – Returns Clerk
A. Processing
1. Upon accumulation of agreed upon quantities of cores and/or warranty units, customer is to fax (indicating number of pages) or e-mail the Returns Department at MPA and supply the following:
a. Part number and quantity of cores.
b. Part number and quantity of warranty units.
c. Part number and quantity of other (stock adjustment, changeover, etc.).
d. Number of pallets.
e. Weight of return, (If a scale is not available, use 11 ½ lbs per unit)
2. MPA will fax the RGA number back to the customer within 24 hours, as long as Sales vs. Return percentage is maintained.
a. Once RGA is issued, units may not be added on. Additional units must be part of next request.
B. Customer Preparation - must be prepared following these MPA guidelines
1. Cores and warranty units must be returned inside MPA product cartons.
2. Returns must be separated by type (i.e. cores, warranties, new, other)
3. Customer to CLEARLY mark each pallet with the corresponding RGA number (see attached)
a. If a pallet contains more than one type of return each RGA should be listed (See attached)
C. Shipping Return(s)
1. All returns must be authorized by MPA before merchandise is returned.
2. The entire return is to be consolidated onto one Bill of Lading.
3. Packing List to be included with return and to be CLEARLY marked with RGA(s) number.
4. Each Pallet MUST have the unit total written on the outside shrink wrap.
5. To reduce damage of returns that happens in transit, PLEASE DO NOT DOUBLE STACK SKIDS OR PALLETS.
6. Ship to the MPA “Ship To” location listed on the RGA.
7. MPA will set the pick up time/date with the freight carrier, unless otherwise specified by the customer.
8. Authorized cores/warranties are to be shipped “collect” by MPA.
9. All returns MUST be shipped on HT (HEAT TREATED) PALLETS. All orders are shipped on heat treated pallets and returns MUST be on HT Pallets.
10. Authorized cores/warranties are to only be shipped on MPA authorized freight carriers.
a. If the return is sent to MPA via a carrier other than the one designated by MPA, the customer will be charged back the difference in cost.
11. Stock adjustments are to be shipped “prepaid” by the customer unless:
a. Agreement with customer MPA to pay for freight on stock adjustment.
b. 1st year unlimited return with MPA paying the freight.
12. Customer to fax the Bill of Lading immediately after the shipment is picked up by the authorized freight carrier.
D. Receiving Return(s) at MPA
1. MPA will immediately weigh the return upon receipt.
a. If the weight of the return is + or - 2%, (more or less) than the weight submitted at the time the RGA was issued, MPA will fax the customer a Return Weight Discrepancy Acknowledgment (RWDA).
Ø The RWDA is an advance notice to the customer that there may be a shortage/overage in the return.
b. The customer should check with their Return Goods Department and confirm that all the pallets that were authorized were shipped.
E. Processing Credit
1. Full credit will be allowed on all units that are
a. Within the customer’s current buying program
b. Not damaged
c. Not disassembled
2. MPA will check in the return and credit will be issued to the customer as follows:
a. Warranty = Unit plus Core Credit
b. Core = Core Credit
c. Broken = ½ Core Credit
d. Core returned as Warranty = Core Credit Only
e. Disassembled = No Credit (To be scrapped or disposed per MPA V.P. Marketing January 2008-customer will not need item(s) back.
3. Proper return of warranty and core units to insure accurate credits
a. When packing your warranty and core units for return, please keep the warranties separate from the cores. This can be accomplished by either returning warranties on a separate pallet than the cores or by using a cardboard or similar divider on the pallet to clearly keep them separate.
b. Do not place any stickers or allow any handwriting on the bar code of the box. We use the barcode to begin the initial check in process. If the barcode is not easily accessible or readable there is a chance that proper credit may not be issued. Pass along this important information to your counter staff who may be writing on the box or placing the stickers on the units for return. Any location other than over the barcode and part number will be acceptable.
c. Do not return any loose cores and warranties. All units should be in MPA customer brand packaging.
Proper preparation of returns and following this policy will dramatically shorten the time required to issue credit. In addition, it will maximize the amount of credit being issued to the customer.
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