Sheet 1: Distributor Exception Log

	
	
	
	
	
	
	
	
	
	

		

 
		
		
Distribution - Reseller Exception Return Log
		


		


		


		


		


		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		
Disclaimer must be read to Resellers (upon reseller inquiry for exception return):
		


		


		


		


		


		


		


		


	
	

		
You, the reseller, are claiming that HP has made an error which has led to this escalation for an exception return (or an event not in your control is impacting customer satisfaction.)
		


		


		


		


		


		


		


		


	
	

		
You understand that abuse of this service or misrepresentation of information may lead to HP removing the privileges of logging an exception return in the future.
		


		


		


		


		


		


		


		


	
	

		
You, the reseller, still want to proceed with this process. Complete Terms:  http://www.hp.ca/pweb/exceptions/terms/reseller.html
		


		


		


		


		


		


		


		


	
	

		
Resellers may call 1 800 668 7670 (HP Reseller Support line) AFTER they log an issue through distribution to receive an update on status
		


		


		


		


		


		


		


		


	
	

		
Please note it may take HP between 2 to 5 business days for the average case (before HP contacts the reseller with a decision).
		


		


		


		


		


		


		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		
Exception Return Classification (Reseller input required)
		


		


		


		


		


		


		


	
	

		
Reason for Exception Request
		

 
		
		


		


		


		


		


		


		


	
	

		
Reseller has Proof?
		

 
		
		


		


		


		


		


		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		
Distributor Information (NO reseller input required)
		


		


		


		


		


		


		


		


	
	

		
Distribution Customer Care Representative
		


		


		
Customer Care Rep Phone #
		


		


		


		


		


	
	

		
Customer Care Representative Email
		


		


		
Reseller Understands Disclaimer (above mssg)
		

 
		
		


		


		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		
Reseller Information (Reseller Input Required)
		


		


		


		


		


		


		


		


	
	

		
Reseller Name :
		


		


		
Reseller Phone Number
		


		


		


		


		


	
	

		
Reseller Email Address
		


		


		
Reseller OID 
		


		


		


		


		


	
	

		
Distributor Invoice #
		


		


		
Reseller Invoiced date
		


		


		


		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		
Invoice Information -Only enter one product per line (Reseller Input Required)
		


		


		


		


		


		


		


		


	
	

		
$CDN Value (Invoice Price) for items (only 1 part # per line)
		
Quantity to Return
		


		
Serial #
		
HP Part Number
		
Product Description
		
Seal Broken?
		
Product Taken Out of Box?
		


	
	

		


		


		


		


		


		


		

 
		
		
	

		


		


		


		


		


		


		

 
		
		
	

		


		


		


		


		


		


		

 
		
		
	

		


		


		


		


		


		


		

 
		
		
	

		


		


		


		


		


		


		

 
		
		
	

		


		


		


		


		


		


		


		


		


	
	

		
Distributor Comments or Reseller information to justify exception request (ie. cut/paste email history or documents from reseller)
		


		


		


		


		


		


		


		


	
	

		


		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


	
	

		


		


		


		


		


		


		


		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		
Notes on the Exception Return Process
		


		


		


		


		


		


		


		


	
	

		
All information entered above must be forwarded to the vendor business buyer at distribution.  The buyer will submit the info
		


		


		


		


		


		


		


		


	
	

		
to HP through an On-line form on HP's Partnership Web site.  All info is stored into an HP Database.  A representative from HP's
		


		


		


		


		


		


		


		


	
	

		
escalation team will contact the reseller directly to advise the exception return decision, or necessary action, within 2 business days.
		


		


		


		


		


		


		


		


	
	

		
HP's Definition of an Exception Return:
		


		


		


		


		


		


		


		


	
	

		
1) HP has made an error and the reseller has information to prove their case
		


		


		


		


		


		


		


		


	
	

		
2)HP has advised reseller to take a certain action which led to the return scenario and reseller has information to prove their case
		


		


		


		


		


		


		


		


	
	

		
3)Reseller feels that they had no part in the error being made and that Distributor ruling will impact customer satisfaction