Project & site context
The product may already be installed, cut, fabricated or delivered to a site. The return decision can depend on project stage and site condition.
Returns & Warranty · Built World
Returns are not just reverse logistics.
In building materials, interiors and furniture, a return or warranty claim can begin at a warehouse, dealer, project site, installation, delivery or customer — and the real question is not simply “Should we take it back?” but “Why did this happen, who is responsible, what should happen next, and what is the commercial impact?”
Project / Site ClaimsDealer ReturnsTransit DamageManufacturing DefectInstallation IssuesWarranty
One claim journey from complaint to resolution
Connect order, invoice, product, batch, project, installation and evidence before deciding the outcome.
Customer / DealerWrong item · damage · defect · shortage
Project / SiteSite condition · measurement · installation
Delivery / WarehouseTransit damage · picking · packing
Installer / ServiceInstallation or performance issue
KaariWorksIdentify → Validate → Inspect → Determine Cause → Approve → Recover → Replace / Repair / Credit
ReplacementSame / alternate product
Repair / ServiceTechnician / installation support
Credit / RefundCommercial settlement
Reject / ExcludeOutside policy or customer-caused
Why Built-World Returns Are Different
The product is only part of the claim.
A return can be connected to a specific project, installation, batch, shipment, site condition or commercial agreement. Treating every return as a simple SKU transaction loses the context needed to resolve it correctly.
Damage has many sources
Manufacturing, packing, loading, transport, unloading, storage, handling and installation can each create a different responsibility.
Product characteristics matter
Glass, hardware, sanitaryware, electrical items, furniture, panels and other products can have very different return and warranty rules.
Installation can change the outcome
A product may be defective, or it may have been incorrectly measured, installed, stored or used. Evidence and technical inspection matter.
Partial returns are common
A project or order may contain many SKUs and quantities. Only some items may be damaged, surplus, incorrect or defective.
Commercial recovery is complex
Resolution can involve replacement, credit note, refund, freight recovery, supplier claim, insurance or partner settlement.
Return & Warranty Workflow
From complaint to root cause — not just RMA creation.
KaariWorks manages the operational, technical and commercial journey together.
01
Register the claim
Capture complaint from customer, dealer, distributor, salesperson, project site, service team, WhatsApp or support desk. One claim record
02
Trace the transaction
Link order, invoice, SKU, batch / serial where applicable, delivery, project, customer, dealer and installation details. What was supplied?
03
Understand the issue
Classify as wrong product, shortage, transit damage, manufacturing defect, installation issue, performance issue, surplus or other reason. What happened?
04
Collect proof
Capture photos, videos, packaging condition, delivery evidence, site images, measurements, technician notes and customer statements. Evidence first
05
Technical assessment
Route the claim to warehouse, quality, technical or service teams for inspection when the issue cannot be resolved from evidence alone. Inspect when needed
06
Find responsibility
Determine whether the cause is manufacturing, logistics, warehouse handling, partner, installation, site condition, customer use or policy exclusion. Root cause
07
Approve the outcome
Approve replacement, repair, service visit, return pickup, credit, refund, partial settlement or rejection according to policy and authority. Right resolution
08
Close the loop
Execute reverse logistics, replacement, supplier recovery, insurance claim, credit note and update product / process intelligence. Financial + operational closure
Built-World Claim Scenarios
Different problems need different workflows.
KaariWorks does not force every return into one generic approval path.
1
2
3
4
5
6
Warranty Management
Warranty should understand the product and the situation.
Different products can have different warranty periods, conditions, exclusions, start dates and service responsibilities.
Warranty policy engine
Apply the right warranty policy based on product and context. Product / SKUDifferent rules by product · Batch / serialTraceability where applicable · Purchase dateInvoice-linked warranty start · Installation / commissioningRelevant for selected products · Usage / exclusionsPolicy conditions
Service & resolution
Warranty is not only a yes/no decision — it can trigger an operational service journey. Remote diagnosisResolve without site visit where possible · Technician visitSite inspection / service · RepairRestore the product · ReplacementReplace approved item · Supplier recoveryRecover cost from responsible party
Reverse Logistics & Commercial Settlement
The return does not end when the product comes back.
Physical movement and financial settlement must remain connected.
Pickup & reverse logistics
Generate pickup requirements, route to the right warehouse, track movement and manage partial returns.
Return inspection
Record received quantity, condition, packaging, damage, batch and disposition.
Restock / quarantine
Decide whether returned material can return to sellable stock, needs repair, quarantine, scrap or vendor return.
Credit / refund
Connect approved returns to credit notes, refunds, replacement value and outstanding customer balances.
Supplier recovery
Recover eligible cost from manufacturer, vendor, transporter or insurer based on root cause.
Closure & SLA
Track acknowledgement, inspection, decision, pickup, replacement / credit and final customer closure.
AI Returns & Warranty Intelligence
Don't just process claims. Learn from them.
AI can help classify issues, identify patterns, assist agents and expose the operational causes behind returns and warranty cost.
Ask the claims system.
Bring together claims, products, orders, sites, partners, warehouses, technicians and financial outcomes to answer questions that normally require multiple teams.
Insight
“Why are returns increasing for this SKU?”
Insight
“Which dealer has the highest warranty rate?”
Insight
“Is this a product or installation issue?”
Insight
“Which batches are generating complaints?”
Insight
“What is our warranty cost by product?”
Insight
“Which claims are stuck beyond SLA?”
Root-cause intelligence
Identify recurring issues across product, batch, warehouse, transporter, partner, site and installation.
Warranty cost intelligence
Understand replacement, repair, freight, service and credit cost by product and market.
Claim prioritisation
Prioritise claims by customer impact, project urgency, SLA, value and risk.
Preventive action
Surface patterns that should trigger product, packaging, warehouse, training or partner-process changes.
The KaariWorks Difference
From to “Understand what happened.” “Return this product”
KaariWorks connects the complete return and warranty story — customer, partner, project, order, invoice, product, batch, delivery, installation, evidence, inspection, responsibility, replacement, credit and recovery. The result is faster resolution today and fewer repeat failures tomorrow.