Required Documents for Mattress Claim Submission (RA Request to MFG)
Included in this article:
- Overview
- Photo Requirements
- Mattress Inspection Sheet
- Submitting a Mattress Claim
- Submitting a Mattress Claim Procedure
1. Overview
The following documents are required when submitting a mattress claim to the manufacture requesting a Return Authorization (RA request).
§ Copy of the Sales Order
§ Photos
o Bed frame
o Box spring
o Mattress
o Measurement
§ Mattress Inspection Sheet
2. Photo Requirements
Each bedding manufacture will require photos for documentation, showing the product is being properly supported, no apparent damage or stains and the level of compression.
Important! Photo of the entire surface with pole/string across mattress and ruler in the body impression. We ask that you not place the ruler in a spot with tack and jump/tufting, as this is naturally lower than the mattress surface and we also ask that you do not put pressure down on the ruler/tape measure to cause creasing.
Photo Examples
Bed Frame
Box Spring
Mattress
Compression Measurement
Note: Sealy requires a photo of the mattress law tag. The picture of the law tag must show the entire tag, or the claim will be declined through the manufacture.
Important: If no box spring is being used, the manufacture will require the slates to be no more than 2 inches apart, and a picture reflecting that measurement.
3. Mattress Inspection Sheet
The mattress inspection sheet is filled out during the inspection by the technician.
Frame questions include:
§ Bed frame has a center support leg that extends to the ground?
Foundation questions include:
§ Properly seated into frame?
§ Rips/tears /holes?
§ Top surface is level and not distorted?
§ Mattress removed to inspect?
Mattress questions include:
§ Bedding removed and mattress inspected?
§ Mattress is sanitary and no stains?
§ Mattress matches box spring?
§ Signs of abuse?
§ Straight edge test?
§ Sag of body impression from test
§ Innerspring/border rod bent?
Mattress Inspection Sheet Example
4. Submitting a Mattress Claim
After a technician has inspected the guest’s mattress concerns, if the mattress compression meets the requirements and is deemed defective, we will need to submit a Return Authorization request via email to that independent mattress representative/vendor. This normally takes 1 week to receive the approval from the manufacture which would result in
a replacement of the product. All mattress claim submissions are sent off to the manufacture by a guest care agent on the tickle team. Review the following steps to send off a mattress claim to the manufacture.
Note: The mattress contacts are located in Acquire > Knowledge > Mattress Contacts & Serta 120 Night Sleep Guarantee
5. Submitting a Mattress Claim Procedure
Use this procedure when submitting a mattress claim to the manufacture:
1. Create a new email
2. Review the mattress contacts to determine who we will be sending this claim too
3. In the To field, enter the appropriate email address for the vendor/representative
a. The Mattress contacts list can be found in knowledge: https://5p1592.acquire.io/kb/knowledge-base-default/bedding/mattress-contacts
4. Carbon copy guestcare@dufresne.ca in the email
5. Enter customer last name and CSO number into the subject line of the email
6. Include the following documents in this email
a. Pictures of the bed frame (shows proper support being used)
b. Pictures of the box spring (shows no abuse and matching foundation)
c. Pictures of the mattress (shows no stains or abuse)
d. Pictures of the measurement (shows level of compression)
e. Mattress Inspection Sheet (found on Dispatch Track)
f. Serta has a manufacture form we need to fill out and include
g. Copy of the Original Sales order
7. In the body of your email, note:
8. Please view the attached claim. Please advise RA approval once reviewed.
9. Send the email
11. In the Customer tab, of the Customer Service Order, change the Coordinator Code to your Storis ID
12. Update the Next Contact for 1 week away (Monday through Friday)
13. Update Last Contact to today’s date
14. In the Merchandise tab, select Edit on the line item we have submitted an RA on
o Change Service Status to CC
15. Actions > Audit Comments Log > Update Comments. Add the following notes:
CALLED GUEST. ADVISED MATTRESS CLAIM SUBMITTED WHICH TAKES 1 WEEK. WE WILL CALLBACK ONCE WE
HAVE AN OUTCOME TO THE CLAIM.
17. Save out of the Customer Service Order
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