Processing Claims (Defective, Damaged, & Pilferage Items)

  • All defective, damaged, and stolen items are reported in the claims binder. The binder contains three categories: DMA, DMN, and pilferage. The claims are allocated into their respective categories.

Damaged ACE Items (Claimable) (DMA)

  • These are damaged or defective ACE items that are claimable. Thus, the store has the possibility of retaining money or credit back by submitting claims for these items.
  • These items include:
  • Returned defective items.
  • Freight items with hidden damages.
  • Miscut keys.
Damaged On Arrival
  • These items are defective upon arrival of ACE freight. When reported, the claims are processed with the DMA listing. The reason for this is that these items are defective and claimable.
  • Almost always guaranteed to receive money or credit back.

Damaged ACE or Non-ACE Items (Not Claimable) (DMN)

  • These are damaged, defective, or stolen items that are not claimable. The reasons for this could be that customers or employees damaged the items, the items were damaged or defective from Non-ACE vendors, or the items were pilferage items.

Pilferage Items

  • These are stolen items that cannot be claimed. The store considers this an inevitable expense of doing business.

Policy Codes

  • ACE items are assigned policy codes, which determine their respective claim policies.
  • Policy A
  • These items are no hassle money back guaranteed claims.
  • Policy B & C
  • These items are thoroughly reviewed and investigated before a claim is either approved or dismissed.

Processing Claims Procedures

  • Regardless of whether the items are claimable or not, the items must be removed from inventory to maintain accurate counts. The items are removed through the Point Of Sale (POS) system.
  • Enter username and password.
  • Enter Customer Account # (DMA, DMN, and pilferage have separate account numbers).
  • Type in SKUs and quantities lost.
  • Print reports.
  • After the inventory counts are adjusted, the claims are made through ACENET.
  • Defective Returns
  • Before entering claims on ACENET, a report of the defective returns must be printed from the Eagle Browser
  • Enter user name and password.
  • Enter RPE in the Launch field.
  • Click Run F4.
  • Return to the main menu page.
  • Click on Reports Menu.
  • Click on Spooled Report Maintenance (MSP).
  • Filter to user name.
  • Click on report.
  • Print out defective returns.
  • Once the defective return reports are printed, the claims can be made on ACENET.
  • Enter user name and password.
  • Click Returns.
  • Click Defective Goods.
  • Click ACE Claims.
  • Enter SKUs and quantities.
  • Click on the Credit/Review Listing tab.
  • Filter to current date.
  • Print out listing.
  • DMA
  • The remaining items in the DMA listing are also reported in ACENET.
  • Enter user name and password.
  • Click Ordering/Invoicing.
  • Click Invoice Adjustments.
  • Click Invoiced Item.
  • Click RSC.
  • Select invoice number or invoice date.
  • Enter in SKUs and quantities.
  • Filter to current date.
  • Print reports.
  • File all paperwork into weekly claims folder for review by office administrator.