Back Office Saving Face
SiRAS worked with retailers and the manufacturer community to implement a very innovative concept: Point-of-Sale (POS) electronic registration (ER). It is a patented process that allows a retailer to capture the unique serial number off of a product when it's sold, link it to the date of sale and transmit the data to SiRAS's national database for storage and future use.
Often when returning a product, the customer claims it's "defective." Manufacturers who frequently test returned products claim the "no-defect-found" ratio runs between 60 and 90 percent. Older products that are beyond the retailer's posted store return period are frequently returned without a receipt or with a receipt obtained from a more recent purchase of the same brand and model. Without SiRAS's ER process, the retailer has no way of evaluating the customer's claim.
With SIRAS's ER system, the retailer can determine the exact date of purchase even if a competitor sold the product. When a customer arrives at the store with a return, the SiRAS database is accessed by speed dialing an 800# automated voice response unit or by a computer-to-computer method which is activated by scanning the UPC and serial number of the product. SiRAS's system provides store associates with the purchase date, the name of retailer where the product was purchased and warranty repair information. The sales associate can speak the customer's zip code, and the SiRAS system will provide the name, address, telephone number and store hours of the top three authorized repair locations for that product, even the distance between the customer's home and the service center.