Providing exceptional customer service is at the heart of
everythingwe do and resonateswith our commitment of
making PANDORA theworldsmost loved jewellery brand.
TheGoodwill Policy helps to provide youwith the tools and
service options to turn an otherwise challengingCustomer
Service situation into a positive anddelighted consumer
experience.
All PANDORA jewellery and product continues to be
covered under our standardwarranty policy. TheGoodwill
policy should be considered an internal “tool” that allows
you tooffer a level of service beyond our standardwarranty
for yourmost valued and loyal customers. TheGoodwill
Policy should be used at your professional discretionwhen
facing some of the noted after-sales situations otherwise not
covered under our standardwarranty.
• Purchased theproduct in adifferent country (International)
• Does not have proof of purchase (no receipt) or is out of
warranty (Product QualityDefects)
• May not have cared for the product correctly
(Customer Unintentional misuse)
Although theGoodwill Policy empowers you to
provide outstanding customer service, it also requires
that newly created Product ReasonCodes and ‘date
of purchase’ fields are entered intoCloud for proper
management of repairs and credits.
WARRANTY OR GOODWILL
POLICY CLAIM?
The following pagewill help to illustratewhichReasonCodes are applicablewith
theGoodwill Policy.
5
4
PRODUCT
RETURN REASON CODES
Always remember
to enter the “date of purchase” inCLOUD if the customer has a receipt
todetermine goodwill policy claims fromordinarywarranty policy claims
PRODUCTQUALITYDEFECTS
1
Assembly Failure
2
Broken/Bent
3
Functional or Technical Failure
4
Missing/Stone Fall-Out
5
Incorrect Colour
6
Surface FinishQuality
7
Specification Failure
8
Stamping (Hallmarking)
CUSTOMER
UNINTENTIONALMISUSE
1
Customer UnintentionalMisuse
INTERNATIONAL
1
Product Defect
2
Customer ChangedMind
REPAIR AND SERVICE
1
Repair out ofWarrantyGold Parts (£27)
2
Repair out ofWarranty Silver and Leather (£19)
3
Repair out ofWarranty Stones and Silver Clasp
(£23)
4
Repair withinWarranty (£0)
5
RepairWatches
6
Cleaning (£2)
7
Resize (Rings) (£23)
8
Resize (Bracelets) (£11)
Productswith design or
manufacturing defects – see
pictorial guide on how to
assign correct defect code
Products unintentional
misused by costumer
– not to be used for
productswith regular
product quality defects
Products bought abroad
that is defect or not in
local assortment
Details on Service
offerings are available
onCLOUD
£16 handling feewill be
added to the cost of all
repairs
Always offer to replace
the product on the spot
before you offer to repair
PRODUCT
RETURNREASONCODE
CODE
DESCRIPTION
WITHIN
WARRANTY /
RECEIPT
WARRANTY
POLICY
WARRANTY
POLICY
CHARGEABLE
SERVICE
CHARGEABLE
SERVICE
CHARGEABLE
SERVICE
GOODWILL
POLICY
GOODWILL
POLICY
GOODWILL
POLICY
GOODWILL
POLICY
GOODWILL
POLICY
OUTSIDE
WARRANTY /
NORECEIPT
