PolyVision Customer Service

Credit Request Approval Process & Procedures

Credit Request Approval Form

Purpose
This procedure defines the process for PolyVision Dealers to request a credit from PolyVision for costs experienced as a result of PolyVision product quality issues, delivery issues or other factors.

This procedure also describes the required documentation to support the Dealer credit requests as well as the process for approving and issuing credits.

Applicability
This procedure applies to all requests from PolyVision North American Dealers and/or customers for credit or cost reimbursement excluding freight claims. It does not cover costs resulting from freight damage, short shipments, or lost delivery. This type of reimbursement is handled by PolyVision’s Freight Claims Process.

Policy
It is our policy to assist all customers with fast and fair settlement of warranty claims and credit requests upon receiving notification from Dealer of such claim.

It is the responsibility of the Dealer to initiate and obtain written approval of a formal “credit request” prior to proceeding with expenditure of labor dollars and other financial resources that the Dealer expects to be credited by PolyVision. In the case that prior approval is not practical, approval must be requested as soon as possible, but in no case later than five (5) working days after the work requiring credit is initiated. All supporting documentation must be submitted within 30 days of the work being completed.

A.  Required Information
If the claim relates to a product defect, the CRA (Credit Request Approval) form will contain all of the following information:

1. PolyVision order number and/or acknowledgement
2. Dealer purchase order number
3. Date service work was performed
4. Dealer name and specific location (for multi-location dealerships)
5. Dealer contact name and phone number
6. Customer name
7. Project address including floor and area
8. Quantity of defective parts
9. Description of defect or quality issue
10. Detailed description of the steps required to correct the issue
11. A quote listing labor hours, cost of labor and other direct costs

If the claim relates to a delivery delay (other than issues handled by carrier freight claims) the credit request pre-approval will require the following additional information:

1. Original delivery date and time as committed by PolyVision
2. Actual date of delivery and time
3. Description of steps required to correct the effects of the delayed delivery
4. A quote listing labor hours, cost of labor and other direct costs

B. Authorization/Credit Request Pre-Approval
The authorization process for the credit request pre-approval will depend on the estimated total cost of the credit. All credit request pre-approval forms will be submitted to the responsible PolyVision Customer Service Representative.

C. Credit request pre-approval authorization levels are as follows:

• $ 25,000 or more, Chief Financial Officer
• $ 5,000 to $ 24,999, Sr. VP of Operations
• $ 2,500 to $ 4,999, Director of Customer Service
• $ </= $ 2,499, Customer Service Manager

D. Responsibility
1. It is the responsibility of the Customer Service Representative to:

1. Initiate a Case in Salesforce.com with all pertinent information
2. Receive the credit request pre-approval documentation
3. Process product replacement order using normal pre-approval procedures as defined in section B

2. It is the responsibility of PolyVision Customer Service Management to:

1. Contact the Dealer to review the claim
2. Review the order documentation with the Customer Service Representative
3. Analyze the claim and document findings
4. Forward the documentation and signed approval form to Credit Management in Finance
5. Communicate status to the Customer Service Representative and Dealer
6. Update associated case in Salesforce.com

3. It is the responsibility of PolyVision Credit Management to:

1. Review and audit claims documentation for reasonableness
2. Process approved credit requests
3. Retain records

NOTE:

1. Reimbursement covers actual work performed, plus appropriate travel time.
2. PolyVision must pre-approve all credit requests.
3. PolyVision will process the credit request pre-approval as soon as possible, but in no case will the process time extend beyond five (5) working days after the completed credit request documentation has been received.
4. PolyVision reserves the right to assign PolyVision personnel or qualified contract labor to perform the work requested by the claim.
5. PolyVision reserves the right to specify the skill necessary to complete the correction of the issue.
6. PolyVision reserves the right to receive and audit documentation that supports the credit request claim.