Resolutions

Need a resolution to an issue?


Lets Review - Your Authorized Reseller Responsibilities:  

Phillips Scott only uses Professional Furniture Commercial Freight Carriers via a loading dock or curbside delivery. 


Receiving Product:      Delivery & Pickup link    

Responsibility - It is your responsibility to make sure your receiver ( agent or employee ) of the product inspects, checks, and makes sure that the correct product was received. If this is a Freight Carrier Delivery, the driver can not leave until you sign the bill of laden. 


Signature Required - Signature of receipt by your agent or employee constitutes full acceptance of all merchandise stated on the bill of lading or electronic clipboard in undamaged condition and the correct product was received. 


Claims - If the damage / issue is not noted on the freight carrier's bill of lading, this is industry standard and will result in your loss and void your claim . As reported claims not noted on the bill of lading are perceived as happing after the fact / after the time of delivery and can not be proven. Claims should be made with your Receiver if product was signed for and not checked / inspected.


The Resolution Process


The Freight Carrier is responsible for your shipping issues and Phillips Scott will help you process it. 


Fill Out the Claim Form: 

The claim form located below must be submitted online and received within 3 business days from receipt of the product or claim will be void. 


When do you Contact me back:

After claims form has been submitted Phillips Scott will contact you via email within 3 business days with a resolution or if we require more information. 


The Resolutions:


If Phillip Scott determines a product or part is found to have been damaged during shipping or have a manufacturing issue within the warranty period after examination by an authorized Phillips Scott representative. Phillips Scott will supply parts, touch-up kits, allowance for a repair, replace, or a credit on file at our discretion.      Warranty Disclosure link


Authorization - ( If Approved ) This will be received via email, Phillip Scott will give you the appropriate Resolution per our discretion for your issue based on our Terms and Conditions, Shipping & Delivery Rules, Product Care and Warranty Information. 


Resolutions will only be the following...


A Local Repair ( parts • touch-up kits • repair allowance ) -  ( If Approved ) All repairs must be approved in advance prior to completion. The reseller will be credited on file for the agreed amount / or Phillips Scott will pay the agreed amount directly to Reseller with proper documentation confirming repair completed and copy of the receipt paid in full via email •    Resolutions. If ANY repair is completed without prior approval, Phillip Scott will not be liable for the repair. 


Return Repair / Replacement - ( If Approved ) The product must be packaged / boxed and ready for pick up for Freight Carriers return to the original delivery location. It is Reseller's responsibility to Confirm via email     Resolutions that the product is ready for pickup to continue this process. Phillips Scott will not provide and is not responsible for any packing materials or transit fees to the original delivery location. Use the original box and packaging to prepare the product for ready to pickup condition. Once the original product returns to Phillip Scott's warehouse, a repair as new product or replacement product will be shipped as soon as available.


Expedited Replacement - ( If Approved ) If you require a more urgent replacement, we require payment for the new product prior to shipping. Once the original product returns to Phillip Scott's warehouse, the Reseller will be refunded immediately after the product is inspected for further damages. 


Return / Credit - ( If Approved ) The product must be packaged / boxed and ready for pick up for Freight Carriers return to the original delivery location. It is Reseller's responsibility to Confirm via email     Resolutions that the product is ready for pickup to continue this process. Phillips Scott will not provide and is not responsible for any packing materials or transit fees to the original delivery location. Use the original box and packaging to prepare the product for ready to pickup condition. Once the product returns to Phillip Scott's warehouse, you will receive a credit that you can use for future orders.


Shipping Fees - No shipping charges will occur in this process from the original location of delivery to Phillips Scott's Warehouse and back to the original delivery location unless specified.

will pay the agreed amount directly to Reseller with proper documentation confirming repair completed and copy of the receipt paid in full via email     Resolutions. If ANY repair is completed without prior approval, Phillip Scott will not be liable for the repair. 


Return Repair / Replacement - ( If Approved ) The product must be packaged / boxed and ready for pick up for Freight Carriers return to the original delivery location. It is Reseller's responsibility to Confirm via email     Resolutions that the product is ready for pickup to continue this process. Phillips Scott will not provide and is not responsible for any packing materials or transit fees to the original delivery location. Use the original box and packaging to prepare the product for ready to pickup condition. Once the original product returns to Phillip Scott's warehouse, a repair as new product or replacement product will be shipped as soon as available.


Expedited Replacement - ( If Approved ) If you require a more urgent replacement, we require payment for the new product prior to shipping. Once the original product returns to Phillip Scott's warehouse, the Reseller will be refunded immediately after the product is inspected for further damages. 


Return / Credit - ( If Approved ) The product must be packaged / boxed and ready for pick up for Freight Carriers return to the original delivery location. It is Reseller's responsibility to Confirm via email     Resolutions that the product is ready for pickup to continue this process. Phillips Scott will not provide and is not responsible for any packing materials or transit fees to the original delivery location. Use the original box and packaging to prepare the product for ready to pickup condition. Once the product returns to Phillip Scott's warehouse, you will receive a credit that you can use for future orders.


Shipping Fees - No shipping charges will occur in this process from the original location of delivery to Phillips Scott's Warehouse and back to the original delivery location unless specified.




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