Unacceptable Return Guidelines
1. Claim Deadline:
Unacceptable return claims must be submitted via iQ within sixty (60) days of shipment delivery at your location.
2. Damaged or Defective Product Ingram received from Publisher:
IBG may return any damaged or defective product to the Publisher. Product may be identified damaged or defective at the time of receiving or our customers may notify us of a defective upon the receipt of an order. For example: missing pages, pages out of order and so forth. Customers may return those items to Ingram, then we will return them to the Publisher.
Publisher shall be charged the freight for all damaged or defective returns. Product shall be returnable by IBG for 100% credit without attachment of special labels or invoice numbers.
3. Overstock Product:
Product which is overstocked by IBG will be returned to Publisher for full credit. Publisher will not refuse any overstock returns from IBG and IBG will not issue credit for refused overstock returns. In the event you receive a mis-shipped item (not Publisher’s publication), or out of print product, the title must be noted as such in Ingram’s database. Publisher will submit an Unacceptable Return Claim for our review. Overstock returns could arrive from one of our four (4) Distribution Locations (DC). The first position of the Ingram OE number identifies the location the return originated from. For example: N (La Vergne, TN), D (Ft. Wayne, IN), C (Chambersburg, PA), and E (Roseburg, OR)
4. Customer Returns:
Customer returns are processed directly back to the Publisher for full credit. We do not restock customer returns. It’s possible you could receive a return and a reorder on the same day. Our Returns Center is a separate entity from our Distribution centers and operate independently. Customer returns will be identified by and “L” as the first position of the Ingram OE number. All damaged or defective product is processed through our Ft. Wayne returns facility, so It’s possible you could receive damaged or defective product mixed in with customer returns.
5. Returns made in Error:
Any returns made by IBG to Publisher which are deemed as “Not our Product” or exceed the six (6) month status change deadline must be submitted on IBG’s Unacceptable Return Claim form locate on iQ”. The title must be noted as such in Ingram’s database. Unacceptable Return claim processing can take up to thirty (30) days. Once a Publisher’s claim has been processed, IBG will send Publisher a Disposition Report with a control number including instructions on what to do with the product. If authorization to return product is approved, instructions on how to return the product back to Ingram is provided on the Disposition Report.
6. You cannot combine titles from multiple OE number on a single claim. They must be submitted on the OE number you received them on.
7. The Unacceptable Return Claim form should ONLY be used for refused return items. The following items should be reported directly to your Ingram Accounts Payable Representative.
- Shortages or Overages
- Shipments damaged by the carrier (i.e., crushed, split, water damage or damp cartons)
- Price and Discount Discrepancies
8. All claims for payment arising under or in connection with this Agreement, regardless of the form, must be settled by the parties within eighteen (18) months after the claims arose. Claims brought thereafter are forever barred.
Please note: Books returned outside of our Unacceptable Return Procedures will be destroyed and credit will not be issued.