Verzögerter Zahlungseingang durch manuelle Garantieabwicklung bei Schadensfällen

Definition

ACCC and ACL guidance confirms that for major failures consumers are entitled to choose a refund or replacement and may claim compensation for reasonably foreseeable loss or damage.[1][10] In furniture retail, this often involves refunds for damaged on‑delivery items, replacements, or partial monetary credits.[3] Where manufacturer warranty registration is not integrated with the retailer’s ERP, staff must manually match customers, serial or production numbers, invoices and warranty terms at the time of a claim. This slows down issuance of customer refunds or credits and can delay the retailer’s own recovery from the manufacturer under back‑to‑back warranties or from transit insurers. Industry practice for bulky items often involves transport back to a service centre or warehouse at the customer’s or retailer’s cost, with multiple days’ delay.[1][3] Each additional week of delay in processing 50–100 open claims at an average of AUD 500 claim value ties up AUD 25,000–50,000 in working capital, as credits from OEMs or insurers are only requested once claims are fully documented and approved.

Why This Matters

The Pitch: Furniture retailers in Australia 🇦🇺 commonly tie up AUD 10,000–50,000 in slow‑moving warranty and damage claims because registration and claim data are fragmented. Automating registration and integrating claims with finance can reduce claim cycle times by 30–50% and accelerate cash recovery from manufacturers and insurers.

Affected Stakeholders

Finance / Accounts Receivable, Warranty & Claims Team, Logistics and Warehouse, Store Operations, External Repair Agents

Related Business Risks