Steps to Returning Office Equipment

posted by Rebecca Bunce on Monday, March 12, 2018 in Office Equipment Blog

 

What should my customers consider when returning their office equipment?

You’ve done the hard work. You got the deal signed, serviced the equipment, and now the customer has come to the end of their lease. They’re ready to send their equipment back and, fingers crossed, will be upgrading to new equipment with your company.

You know as well as the finance company that there is a lot that goes into sending equipment back and it isn’t always easy for your customer to know the best way to go about it. To make it a little easier, we’ve made step-by-step instructions to help your customer with their equipment return.

Step 1:

Upon signing the contract, let your customer know they will be responsible for returning the equipment to a location designated by the financing company, in good working condition and at their expense. This will alleviate any unnecessary heartache at the end of the agreement.  

Step 2: 

Request the remaining balance on the agreement from the financing company.  Typically, all charges that are open, due or will become due need to be paid prior to receiving return instructions. 

Step 3:

Once paid, the customer must notify the finance company of their intent to return the equipment and request return instructions also called 'return authorization'.  Advise them to carefully read the instructions and understand their responsibilities.

Step 4:

Be selective when choosing a shipping company and go with a reputable firm.

  • Common or discount carriers don’t have a great track record of moving this type of equipment. They often lack the processes needed to ensure the equipment is handled with care every step of the way.
    • Unsure of who to avoid?  Do a Google search on “Discount Shippers” and avoid shipping through the companies that appear in the search results.
      • If your customers does hire a common carrier to move the equipment, be sure to package the equipment like it’s an X-Box you’re shipping to your child as a gift. Don’t just find a box that it will fit in and call it good. 
      • Package the equipment with lots of packing materials. 
      • Also be aware of which carriers, if any, the financing company has rejected as an acceptable carrier.
  • Your best bet when returning electronic goods (copiers, IT equipment, medical devices, etc.) is to select a shipping company specializing in the air ride transportation of electronic goods
    • Unsure of who a good shipping source is?  Ask your financing company for logistics company referrals.
  • Advise your customer to insure the shipment. It’s often a requirement stated in the instructions.
    • If the equipment does get damaged along the way, file a claim with the shipper as soon as you find out.

Remember, if your customer has the option to purchase the equipment, help them determine if it’ll be a more economical alternative to the cost of returning.

After building a great relationship with your customer, don’t let the end of term leave a bad taste in their mouth. Educate your teams on the shipping best practices to guide them through the end of the contract. It’ll only gain you good will and positive word of mouth.  

 

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About The Author

Rebecca Bunce is the Director of Asset Management, supporting all business units at GreatAmerica.  She enjoys providing excellent service and creative solutions to her customers, developing and maintaining productive relationships with asset recovery providers, and maximizing the value of GreatAmerica’s assets.  Rebecca joined GreatAmerica in 2004, serving in a variety of roles including customer service, collections, and credit.  She joined the Asset Management team in 2008 and has been in the Director role since 2012.  She obtained her Associates of Arts degree in 2013 from Kirkwood Community College and is currently pursuing Bachelor of Arts degrees in Human Resource Management and Business Administration. 

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