Genuine Replacement Parts

Genuine Replacement Parts reserves the right to charge up to 25% in restocking fees however, usually only charges the minimum possible amount as a courtesy to the customer. In this case, 25% of the part would have been $20.72 but we only withheld $5 to maximize the customer's refund. I have attached a portion of the return policy with additional information.

RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form
your refund).

The returns department at the warehouse deemed this part damaged upon inspection. Therefore, we cannot provide a refund. As stated in our return instructions, all parts being returned must be NEW/UNUSED condition and must not be damaged or tampered with in any way. This will result in the refund being denied as in this case. I have included a portion of our return policy with more information. They still have the option to file a damage claim with the shipping carrier.

RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form
your refund).
SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See
appropriate section for more information.
Our Returns Dept. will get in touch with you normally within 1-3 buisness days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is
Buyer's responsibility and non-refundable. NO EXCEPTIONS.
Additionally, all items must be returned with original box and packing material.
Keep the manufacturer packaging in decent condition for returns. The use of USPS tape, duct tape, writing with sharpies, etc, will make the boxes unable to be
resold and will result in denial of your return and refund.
When shipping, use a traceable shipping method that provides a return tracking number. Be sure to keep this number safely for reference. If you choose not to use these services, you are responsible for any loss or damage to the product during
shipping.
Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow 10-15 business days from the time
item is received and inspected to process the refund.
If the product has been used, your refund will be denied and you will be responsible for the shipping cost to have the item shipped back to you. Our RMA dept will contact you via email. You will have 14 business days to provide us with a return shipping label to
return the item to you. After the 14 business days, your items will be discarded.
All returns must be properly packaged and shipped to protect the value of the returned products and all items must be returned in saleable condition, packed in the original box with sufficient packaging materials. It is your responsibility for all risk of loss and damage to products being shipped for return or replacement. Please fully insure return
shipment in case of loss or damage.

The customer is claiming that the box was damaged upon delivery however never sent pictures for verification. The pictures would have needed to be sent before returning the part back to us. It sounds like the package might have been damaged in the shipping process. We recommended that the customer file a damage claim with the freight company that they used to return the part.

The customer sent in a label and the part was returned to them.

Customer did just dispute this charge with their credit card company. They were claiming they received the wrong part. We were working with him to try to resolve this case and provide a replacement. The last correspondence was from us when we requested additional photos to verify the customer received the wrong item but we did not hear anything back.
As shown on the invoice, the customer did order part number WPXXXXXXX and the part number on the box matches. However, when the customer tried to put the drawer in their refrigerator, it was too large. We reached out to the warehouse for the dimensions of the drawer. They said it should be 18 x18. We let the customer know and also said we needed photo evidence that it was a different size so that the manufacturer could approve a replacement be sent out at no cost.
We are still awaiting those pictures. Customer did call today to get an update. We have reached out to the warehouse again to see if they can send a label for return. Just looking at the pictures, it looks as if they were sent a crisper drawer for vegetables versus a more shallow snack drawer which they ordered. So we are now awaiting to see what the warehouse will say. If the customer sent us pictures showing the dimensions, that would be very helpful in trying to resolve this matter.

This customer ordered a control panel thinking she was getting a control board. Included below is the link for the touchpad/control panel that the customer ordered. It clearly does not advertise anything about having a control board included but on the contrary, it also has a note stating that the PCB is NOT included. Anyone ordering a control panel is assumed to understand that they are ordering a cover only as this is common knowledge especially since these parts are meant for professionals.

Control panel - part ordered
https://www.genuinereplacementparts.com/wb56xXXXXX-oem?osCsid=8kte2poi1ia8f07a6gamiml4o7

Control board - part she needed
https://www.genuinereplacementparts.com/ge-jvm1540dp1bb-control-smart-board-genuine-oem

We sent the return instructions to the customer as soon as they were made available to us. The return instructions do take 24-48 hours to be sent to the customer since we send them a RMA number which is the return approval. The RMA numbers come directly from the manufacturer and is the reason for the delay. Now that she has the return instructions, she can follow them in order to return the part for refund.

Our customer service team initially emailed return instructions on 5/13/19 as you can see from the attached email chain. We again provided them to her on 5/15/19 twice in fact - once by way of the email chain and another by way of a personal email. This ensures that the customer receives them so she can start the refund process.
I included the link from our website in my previous message of the part ordered. Once opened, she can see under Product Description: Control Panel Assembly (Does not include PCB). I hope this clears up any confusion about the part in question.
The process that we have in place is not meant to be difficult and is actually very efficient if followed properly. The procedures we follow are a direct result of the manufacturer requirements. If we do not follow certain protocol, the customer refund will be denied, thus our insistence on following correct procedures. We have a high standard of customer service and pride ourselves on customer satisfaction. If a customer is not happy with a product, we have absolutely no problem completing returns so they can be provided a resolution and move forward. We are here to help our customers.

Hi ***
thank you so much for the positive feedback. We pride ourselves in customer service and getting our customers the best parts.
We appreciate your business.

Thank you

I am so sorry about your experience with our company. I have just refunded you so please allow 3-5 business days for your back to process your funds.

We always provide every customer a copy of their invoice. I have attached a copy of this customers invoice to show we sent it to the email address on file. Both of our support email addresses are also linked together so incoming or outgoing messages can be easily received. The addresses are purposely very similar so as to not be difficult to find for the convenience of our customers.

I have also attached a copy of the correspondence chain showing that the customer did not initiate any communication with us until 4/22/19 which was already past the 60 day return eligibility period. According to the tracking information (which I have also provided) the package was delivered on 2/20/19. Our return policy clearly states that no returns will be accepted past the 60 day eligibility period.
If the part had been returned on time, we would have gladly processed the refund. We should not be slandered for only upholding our company's policy.

Unfortunately, we are unable to accept the part back since the order has exceeded the 60 day return period. If it was our choice, we would have made an exception, however, it is the manufacturer who will not accept the parts back. We are under obligation to abide by their policy. I apologize for this inconvenience.

I'm sorry you did not receive a confirmation email. Your order has shipped and we will send you a tracking link to the email we have on file. Customers are always welcome to email us for any questions they have. If we aren't able to answer the phone, the customer is prompted to email us.

Customer reached out to us on a couple occasions through our customer service ticket system trying to return a duplicate item that he ordered on accident. We responded to all emails, however it looked as if he did not receive our responses. We sincerely apologize for not catching this sooner. Our primary support email has previously had issues with being flagged for spam. Our remedy for this is to send the customer an email from our private business email. So, we did follow up with the customer with one of our personal email accounts and sent return instructions on 5/9/19. The instruction state that once they have shipped the package, to provide us the tracking information for convenient processing. Once the part has completed the inspection process, we will provide the refund.

I have included a portion of our return policy and the return instructions that lays out specific procedures.

"When shipping, use a traceable shipping method that provides a return
tracking number and email us the tracking so that we can alert our
warehouse of the shipment progress. Be sure to keep this number safely for
reference. Once your return has been received, our warehouse
will inspect the item(s) to make sure it complies with our Return Policy.
Please allow 10-15 business days from the time item is received and
inspected to process the return.

Following these procedures will ensure that your return will be processed
in an efficient manner and credit will be issued promptly. If these
procedures are not followed, credit may be delayed or denied. For a
complete explanation of our Return Procedures, please refer to our
Terms and Conditions of Use which is published on our website."

RETURN AUTHORIZATION
All product returns require a Return Merchandise Authorization (RMA) number.
You may request a RMA number by contacting us via emailat ***@genparts.net or via chat during normal business hours. The return authorization number and our return address will be emailed to you. Do not return the item to the original address that it was shipped from. Please allow 1-3 business day for your return request to be processed.
RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form your refund).

SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See appropriate section for more information.
Our Returns Dept. will get in touch with you normally within 1-3 business days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.

Looks like your package was returned to sender for an incorrect address. I do see that we responded to your customer support emails on 04/21,04/22, and 04/23 and a customer service rep emailed you from their personal email on 04/23/19. The responses may have went to your spam folder. We will make sure to have a customer service rep call you today and discuss how to move forward (either send a new part or issue a refund).

Customer let us know the part they received seemed to be missing a component. We asked for pictures to confirm so we could either refund directly or authorize a replacement part be sent out at no cost for the customer. He then let us know it was too late for pictures because he already returned it. Since he did not wait for a Return authorization or return instructions, he shipped the package back to our corporate office where we do not accept returns. This severely delayed the return process since we had to ship it back to the correct warehouse. We are now waiting on the returns department to complete the refund and are expecting to hear back from them by the end of the week.

Customer has been just been refunded. Please note that it may take 3-5 business days for the bank to process. We apologize for the delay.

When a customer claims they received an incorrect part, we must follow certain protocols so we can provide a replacement as efficiently as possible. We request pictures of the part they received so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer. We also ask for a picture of the sticker label from their appliance so we can ensure they ordered the correct part for their model. Sometimes the photos will show the customer mistakenly ordered a part for the wrong model number which is not created to fit their appliance. Photo evidence is used to verify whether or not the wrong part was our mistake in order to authorize another shipment.

In this customer's case, we determined that the customer ordered the wrong part for his appliance. He ordered by part number (which is not recommended)instead of by the model number which is the only way that we can guarantee a customer orders the correct part. The customer is negating part of his whole complaint since he said that we told him to order by model number and he still got the wrong part because he ordered by model number. This is actually not the case. What actually happened is that he ordered by PART NUMBER - which we never recommend. Part numbers are often recycled through newer model generations so ordering by part number is sometimes not very accurate since you could be ordering a completely different part. This customer ordered the wrong part so we cannot provide a return shipping label for this situation. As stated clearly in our return policy (included below) return labels are only provided in the event of a shipping error.

Our Office manager provided all this information to the customer and also sent return instructions to continue with a normal return. He let the customer know that the wrong part was ordered and provided the correct part number so the customer could place another order if he so chose. The customer demanded a return label but his order did not qualify for one. Since this order is still within the 60 day timeline for returns, his only option at this point is to conduct a normal return for refund.

RETURNING NON-DEFECTIVE ITEMS
Items must be new, unused and unopened. We do not accept the returns for any opened OEM items. The refund is contingent upon inspection of item(s) upon return. We will issue refunds for the product only minus the 25% restock fee (we usually do not charge the restock fee, but we do deduct shipping expenses and credit card fees form
your refund).
SPECIAL TERMS AND CONDITIONS APPLY TO electrical / electronic parts. See
appropriate section for more information.
Our Returns Dept. will get in touch with you normally within 1-3 buisness days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is
Buyer's responsibility and non-refundable. NO EXCEPTIONS.
Additionally, all items must be returned with original box and packing material.
Keep the manufacturer packaging in decent condition for returns. The use of USPS tape, duct tape, writing with sharpies, etc, will make the boxes unable to be
resold and will result in denial of your return and refund.
When shipping, use a traceable shipping method that provides a return tracking number. Be sure to keep this number safely for reference. If you choose not to use these services, you are responsible for any loss or damage to the product during
shipping.
Once your return has been received, our warehouse will inspect the item(s) to make sure it complies with our Return Policy. Please allow 10-15 business days from the time
item is received and inspected to process the refund.
SHIPPING CHARGES
Shipping charges are nonrefundable, except in the event of a packing error.

Our office manager has been in contact with this customer from the beginning. He has been repeatedly shown that he ordered the incorrect part and we fulfilled his order correctly. The premise of his argument stems from how he claims the Google search results showed the part he ordered. We let him know that our company is not responsible for any results that Google populates since Google stores historical data so is often not accurate. A simple search on our website with his model number does show the part listed correctly. In addition,when you search for the part that he ordered, it does not list his model as a compatible model for that part. I have attached the screenshot of our webpage showing this.

As stated in our return policy, the cost of return shipping is the responsibility of the customer except in the case of a shipping mistake. Our customers truly matter to us and we hold ourselves to a high standard of ethics. We are a reputable company that prides ourselves on our excellent customer service. At this time, if the customer would still like a refund, they need to return the part and the refund will be processed in 10-15 business days.

Hi Stacey, we ask for this information to so we can ensure that the incorrect part was indeed sent. If the incorrect was sent or the part is labeled incorrectly on our site, we want to make sure we can fix this issue and pay for your return shipping. We only asked for 3 pictures and have not received them from you yet. If you could please respond to our latest email to you with your pictures attached as JPEG, we can finish helping you with your return.

Here is the initial email sent the simply explains what we needed
"'I'm sorry to hear you have received the incorrect part. In order to process a return and begin the warranty process, we will need some help from you.
We need a picture of the incorrect part you received, and a picture of the part number (usually located on the part itself, the box, or the packaging). We will also need a picture of the sticker label with your appliance Model and Serial Number. These steps are required by the manufacturer and we appreciate your assistance."

Customer called to cancel her order but unfortunately, it was too far along in the shipping process and could no longer be stopped. Our customer service call center is located geographically separate from the warehouse so when we are talking to a customer on the phone for a cancellation, we then contact the warehouse to intercept the order. We are trusting the loading dock to get the message before the order is shipped. In this case, the part still shipped out and we needed to provide the return instructions.
Since our company name and address are on the boxes, we never recommend that customers refuse the package since it will get sent to our corporate office. We then take an additional step to ship the package back to the originating warehouse. This severely delays the return process and there is an additional risk of damage to the part itself. If the part is returned damaged, the refund is denied. Instead of refusing the package, we have them follow our normal return instructions that contain a pre-approval authorization number.
This return was processed and credit given but the customer conducted a dispute with paypal in an effort to retrieve the full refund without having to pay for return shipping. Her full refund was awarded through Paypal on April 1st.
At this time, our policy only allows for return labels to be sent in the event of a shipping error. We sincerely apologize for this inconvenience.

Customer emailed us to say that she ordered the wrong part to fix her appliance. The customer service agent responding to her ticket misunderstood and thought she meant the customer was sent the wrong part by our company. When a customer receives an incorrect part, we must follow certain protocols so that we can provide a replacement part as efficiently as possible. We need pictures of the incorrect part to be sent to us so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer.
We actually didnt need pictures in this case since the customer admitted up front to ordering the wrong part. All we needed to provide was return instructions which would have eliminated a couple emails and effectively a couple days off the the return timeline.
We are now waiting for the manufacturer to send the return approval with the return instructions so we can forward to the customer.
We apologize for the misunderstanding and the delay this has caused. Company management has been notified and are taking steps to prevent this in the future.

Hello ***,
I want to sincerely apologize to you on behalf of all of us here at GRP for your incorrect order. We did provide a full refund so please allow 3-5 business days for your banking institution to release the funds back into your account. We are still in contact with the manufacturer to see if they need the incorrect part sent back. If they need it back they will email you a return label. Thank you so much for your patience and understanding.

This customer initially emailed us on 3/13/19 to start the process for a return. We responded to every email with an update however, she was not receiving any of our replies. She did call and got through to our customer service line so we were able to let her know we were requesting the return authorization number. The RMA and return instructions are normally sent within 24-48 hours but technical issues at the warehouse delayed it by another day or so. We were able to send the instructions to her on 3/20/19 so now once she sends the package according to the instructions, we will process her refund within the 10-15 business days.
The customer claimed she was sent an incorrect part and wanted to return it for the correct one. When a customer receives an incorrect part, we must follow certain protocols so that we can provide a replacement part as efficiently as possible. We ask for pictures of the incorrect part to be sent so we can provide these as evidence to the returns department. This is a manufacturer requirement as we file the claim with them on behalf of the customer. Sometimes the customer will mistakenly order a part for the wrong model number which is not created to fit their appliance. Photo evidence is used to verify our mistake to authorize another shipment for accounting purposes.
The customer did not provide pictures so we could not just ship out another part. If she had provided pictures showing that our company shipped her an incorrect part, we would send her another at no cost to her. Now, she is responsible for return shipping as stated in our return policy. Here is an excerpt below discussing the specific procedures.

RETURN POLICY:
PLEASE DO NOT RETURN PRODUCTS TO OUR CORPORATE OFFICE without contacting us and getting the correct address to mail your return to, you will also need an RMA Number that we will provide to you, so that we can properly identify your return for quick processing. Please contact ***@genparts.net in order to start the returns process.

RETURN AUTHORIZATION
All product returns require a Return Merchandise Authorization (RMA) number.

You may request a RMA number by contacting us via email at ***@genparts.net or via chat during normal business hours. The return authorization number and our return address will be emailed to you. Do not return the item to the original address that it was shipped from. Please allow 1-3 business day for your return request to be processed.

Our Returns Dept. will get in touch with you normally within 1-3 buisness days. Once they receive all the necessary information, you will be emailed the return instructions. We do not provide return shipping labels. Shipping cost to send the item back is Buyer's responsibility and non-refundable. NO EXCEPTIONS.

Customer placed order on 2/10/19 but never received the part. They contacted us nearly a month later to cancel the order due to never receiving it nor any tracking. Unfortunately, it was too late to cancel the order since the package was shipped on 2/13/19 according to the information provided by the warehouse. We have started a lost package investigation with the freight carrier and have also refunded the customer on 3/19/19. We sincerely apologize for the level of service this customer experienced and the inconvenience that was caused.