Buyer Support
Warranty & Claims Support
A clear post-shipment workflow for shortages, wrong items, damaged packaging, product defects, and supplier follow-up.
Warranty scope confirmed by order
Warranty term and coverage are confirmed by selected SKU, supplier, datasheet, and final commercial documents.
Claims reviewed with records
We use inspection files, packing photos, batch details, and supplier records to review claims instead of relying on verbal explanations.
Resolution matched to issue type
Shortage, wrong item, cosmetic defect, functional failure, and transport damage are handled with different evidence and resolution paths.
Claim Review Process
The fastest claim review happens when the evidence is complete. We keep the process practical, documented, and tied to the original order record.
1. Submit claim evidence
Share order number, SKU, quantity affected, photos or videos, carton labels, pallet labels, and receiving notes.
2. Initial review
OmniSol checks whether the issue relates to product, packing, handling, transport damage, or specification mismatch.
3. Supplier and batch check
We review batch records, inspection photos, packing records, and supplier feedback before proposing a resolution.
4. Resolution proposal
Depending on the case, resolution may include replacement parts, next-shipment replenishment, credit note, repair guidance, or supplier escalation.
Evidence Checklist
Important Limits
Warranty and claim responsibility depends on the confirmed SKU, supplier warranty terms, storage and installation conditions, Incoterms, and whether damage occurred during transport or unloading. Final coverage is confirmed in the order documents.
Resolution by Claim Type
Different issues need different evidence and resolve differently. This matrix shows what to send and the typical resolution path.
| Claim type | Evidence / QC acceptance | Typical resolution |
|---|---|---|
| Shortage / miscount | Packing list, carton labels, tally photos, receiving record | Replenish on next shipment or credit note |
| Wrong item / spec mismatch | Ordered SKU vs received SKU photos and labels | Replacement to correct SKU; supplier escalation |
| Transport / unloading damage | Container and damaged-carton photos, B/L, survey | Carrier/insurance claim support; replacement parts |
| Cosmetic defect | Close-up photos against the agreed AQL standard | Assessed vs AQL; touch-up or partial credit |
| Functional / mechanical failure | Video, test result, batch and inspection records | Batch review, replacement, supplier corrective action |
A complete pre-shipment QC report (dimensional, coating, torque/load checks and loading photos) is the strongest evidence base for any claim. The families this process covers: all BOS products and mounting systems.
Claims Questions Buyers Ask
What evidence is needed for a solar product claim?
Buyers should provide order number, SKU, affected quantity, product photos or videos, carton and pallet labels, receiving notes, and installation or storage context if the issue appears after delivery.
Are all warranty terms the same across OmniSol products?
No. Warranty scope and duration depend on the selected SKU, supplier, final order documents, usage conditions, storage, installation, and whether damage relates to transport or unloading.
How can claims be resolved?
Depending on the case, resolution may include replacement parts, next-shipment replenishment, credit note, repair guidance, or supplier and logistics escalation.
Need a claim reviewed?
Send the order details and evidence pack. We will review the case and coordinate next steps with the supplier or logistics party.
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Need project-specific engineering support?
Free CAD layout, wind/snow load calculations, and BOM review included with project orders.