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APK Processes & Procedures

Send Orders
1. Click on blue number next to Order No: Verify the shipping address
matches the billing address
2. Click Back
3. Check for duplicate orders if accidental double order occurs than it will most
likely be back to back orders with same customer name and address and
part, cancel second order
4. Click the On Hold box it will remove the check mark
5. Click on green Order Send button it will have a PA or ME depending on the
parts supplier
6. Click Send button on new screen it will have a PA or ME depending on the
parts supplier
7. Click OK on popup
8. Click Close

Check E-mails
1. Orders Group are just copies of what was sent to the customer, Check the
emails to see if a customer replied directly to the email and address their
concern If no replies are found then click the group Check mark to remove
them from the inbox
2. Orders Status Group are just copies of what was sent to the customer,
Check the emails to see if a customer replied directly to the email and
address their concern If no replies are found then click the group Check mark
to remove them from the inbox
3. Order Shipped Group are just copies of what was sent to the customer,
Check the emails to see if a customer replied directly to the email and
address their concern If no replies are found then click the group Check mark
to remove them from the inbox
4. Autopartskart.com Shipping Note Emails send the shipping note
to the supplier if you feel it is important information, leave at front door is
not important, click the Check mark to remove them from the inbox
5. Contact Us Group a reply is needed, delete the customer service email in
the To field, copy paste the customers email into the To field, send email,
click check mark
6. Individual E-mails a reply is needed, address the customers concern
and reply
7. Voice Mail Group a reply is needed via a phone call, listen to the
voicemail and address the customers message,click the Check mark to
remove them from the inbox
8. Amazon Questions Group a reply is needed if time is available, these
are questions that potential customers have about parts that they are
interested in purchasing, click the Check mark to remove them from the
inbox
9. Amazon Messages Copy Group are just copies of what was sent from
the Amazon messaging center to the customer, click the group Check mark to
remove them from the inbox
10. Amazon Emails All Amazon emails need to be answered from the
Amazon Seller portal, Not from APK Gmail. So, all Amazon emails that appear
in the APK Gmail inbox are for reference only, click the Check mark to remove
them from the inbox
11. Returns Group The system will generate two emails per return request.
Forward both of them to the customer. Open the Request a return for delivered
item email first, then Copy the customer E-Mail out of that email, click on the
three dots on right of screen, click Forward , paste customer email into the
To field,delete the FWD in the email title, delete the three blank lines
under the title, and delete the ---- Forwarded message ---- line and text
under it, click send,click the emails green check mark.This will move it out of
the in Box.

Open the Your APK Order Return Request email, then click on the three dots
on right of screen, click Forward , paste customer email into the To
field,delete the FWD in the email title, delete the three blank lines under
the title, and delete the ---- Forwarded message ---- line and text under it.
In the body of the email locate this line-AutoPartsKart Return (Order 11822N):
and Replace Order with RMA#,also the second bullet item under the
dashed box must match the title and letter as well, so be sure to change it.
Then click send,and click the emails green check mark.
The letter at the end of the Order # must match the Type of return that it is
(C means CORE, W means Warranty, N means New, D means Defective)the
Letter must match the heading in the box ie Core Return should have a C
after the number.If a part is being returned to ME, then there will be NO letter
at the end of the Order #. The proper templates are at the end of this
document for review.

Do Not- send a customer the two return emails, if they were submitted as a
Defective part or Warranty claim. First you must send them the Defective
Questionnaire below and then receive it back and determine if their return
request is within our companies policy. Then you can send them the two
emails.

Defective / Warranty Returns

Send this E-mail Template below to the customer first. Analyze the answers to determine if the return is
within the acceptable standards of the APK Return Policy.

In an effort to efficiently process your return request, please answer the following
questions:

1. Please describe how the parts are broken or defective.

2. Could the part be repaired by either you or your mechanic?

3. How would you like us to proceed?

Issue me a refund for this part


Ship an identical replacement part to me

4. Which is true?

I installed the part, but it is not working as it should


I could not finish installation because there is a problem with the part
The part broke while it was being installed
Damage was obvious so I did not try to install the part

5. Year, Make, Model & Engine Size?

6. Can any other information like pictures or a wrong part number, be provided?

E-Mail Templates

Dear Customer,

Thank you for Karting with us!

Regards,

Auto Parts Kart

Customer Service Team

888-813-0903

www.autopartskart.com

How to return a wrong Part and order the right one

Please submit a return request on our website www.autopartskart.com using your


PO# and your E-mail address. You will receive an E-mail with instructions on how
and where to return your part/s. On the return request page, there are step by step
instructions to aid you. Click on "Process Steps" then select the "return type" (in the
pull down menu), for the type of return you are submitting. The process steps will
be listed below the pull down menu.
We will provide you with a full refund less the shipping cost and 15% restocking
fees, once the part is received back, as per our return policy. Allow 2-3 business
days after the part has been received, for the refund transaction to process.If you
need assistance identifying the new part that you need, contact our customer
service team. If not, please place a new order for the part that you need on our
website.

How to return a CORE

Core Return Process-

Once you receive the new part, you will need to submit a return request on our
website www.autopartskart.com using your PO# and your E-mail address. You will
receive an E-mail with instructions on how and where to return your part. It will also
contain your RMA#, which is the authorization # needed for the part to be
returned.On the return request page, there are step by step instructions to aid you.
Click on "Process Steps" then select the "return type" (in the pull down menu), for
the type of return you are submitting. The process steps will be listed below the pull
down menu.

Basically for the core return, you will put the old part into the new parts shipping
box, seal it up, address it, and ship it back. Once it is received, please allow 2-3
business days for the core return to be refunded to your account.

Amazon CORE return


Amazon does not support an interface where we can handle core returns.
So the core return request will have to be submitted on our website.
www.autopartskart.com
We ask that you call our customer service team at 888-813-0903 to assist you with
the return request.
Thank You.

Amazon Return Request

If you havent already, please go to your Amazon Customer Portal and submit a
return request for your order. We will process your return once we receive the
request from Amazon.

Amazon Customer Canceled but it was already shipped


We attempted to stop the order from shipping, but it had already shipped. When the
part arrives, please go to your Amazon Customer Portal and submit a return request
if you still do not need the part.

Amazon Ship Faster Request

Unfortunately, we are not able to expedite shipping at this time. We do apologize for
the inconvenience.

Customer Canceled but it was already shipped

We attempted to stop the order from shipping, but it had already shipped.When the
part arrives, please go to our site and submit a return request. We will provide you
with a full refund less the shipping cost and restocking fees, once the part is
received back, as per our return policy. Allow 2-3 business days for the transaction
to process after the part has been received.

Payment Verification Failed

We were unable to match the dollar amount that you provided to the actual amount withdrawn, therefore
we have canceled your order.
Please place a new order for the part that you need on our website.

Out of Stock E-mail (modify the yellow prior to sending)

Unfortunately we are unable to supply the Part Description* that you ordered. The
manufacturer informed us there is a delay from the source as the product is now
OOS (Out Of Stock). We have canceled your order and refunded the payment of
$???.??. Allow 2-3 business days for it to post to your account. We apologize for
any inconvenience.

Partial Out of Stock E-mail (modify the yellow prior to sending)

Unfortunately we are unable to supply the quantity of Part Description* that you
ordered. The manufacturer informed us there is a delay from the source as the
product is now OOS (Out Of Stock). There are ## available. Please reply or call our
customer service team and let us know if you would like for us to send the available
parts or if you would rather cancel the order. Your order will be placed on a hold
until we hear from you. If we have not received a response in two days we will have
to cancel the order.
Canceled Order Due to CA / NY illegal Catalytic Converter(modify the
yellow prior to sending)

Unfortunately we are unable to supply the Catalytic Converter that you ordered. Our
supplier informed us the Catalytic Converter in your order is illegal to sell in the
states of CA/NY. We have canceled your order and will refund the payment of
$???.??. Allow 2-3 business days for it to post to your account. We apologize for
any inconvenience.

Partial Order Canceled due to Illegal Cat


Unfortunately, the catalytic converter that you ordered is illegal to sell in the state of CA/NY. We are forced
to cancel this item in your order.Please reply or call our customer service team and let us
know if you would like for us tosend the rest of the parts in your order or cancel your entire order
all together.Your order will be placed on a hold until we hear from you. If we have not
received a response in two days we will have to cancel the order.

Partial PO Canceled and Customer Did Not Respond


We have not heard back from you on this request. Without confirmation from you on how to process your
order we are now forced to cancel it all together. We thank you for your patronage and look forward to
doing business with you in the future.

PayPal Address Change


Your orders shipping address is provided from PayPal when you place an order using
their payment method. We apologize for the inconvenience but we are unable to
update your shipping address. Customers that use PayPal are governed by their
policies. One policy being that we (The Merchant) are not authorized to modify the
shipping address of a PayPal customer in any way.

Please inform us if you would like to cancel the order. We will only be able to cancel
the order if it hasnt shipped yet. If canceled, allow 2-3 business days for it to post
to your account. Update the shipping address you have on file with PayPal if need
be and place your order again. If you have any questions or concerns please
contact our Customer Service Team.

Warranty Return
We are very sorry you had a problem with your order. The part is still covered under
the manufacturer's warranty.

If you would like to proceed with a warranty claim, please place a new order for the
same part number online. Once you've received the new part, install it and verify
that it works. Then please visit our Return Request page on our website and set up
a return as a Defective Part against the new PO number. Use the new order number
since we want to refund you for the amount you paid for the replacement.

Note: The manufacturer's warranty only offers an exact replacement. It does not
offer a refund or exchange for a different product. Warranties do not include
shipping.
Damaged Part from Shipping(modify the yellow prior to sending)

In order to be reimbursed for your damaged part you will need to fill out a damage
claim report with FedEx, the shipping carrier. Your tracking number
is 597614011912538. We do not take returns of damaged items as we are not
responsible for the reimbursement and the part is now damaged. We do apologize
for the inconvenience. In order to replace the damaged part as soon as possible,
please place a new order for the part that you need on our website. If you have any
questions or need assistance simply contact our Customer Service Team.

Bank Account Charged and card was rejected

Although your account shows a pending or even settled transaction, you will not be
charged for the part and your order will not be submitted due to the payment not
being authorized. Typically a transaction is not authorized due to address
information not matching. Please allow 2-3 business days for your account to adjust
and the money that is currently being held in the pending status to be available.
This is an automatic process that clears its self between the financial institution
and the credit card processing company. If you have any further questions please
contact our Customer Service Team.

Duplicate Order Response(modify the yellow prior to sending)


We noticed there was a problem with your order. We received 2 order confirmations
from you 36895 & 36896. This happens if our system/network hangs while making
the payment or if the customer clicks the submit button more than once.

However, as the orders hit our system, it red flags the transactions for duplication.
So our system only accepted your first order i.e 36895 and voided the other
transaction.

Please allow 1-2 business days for the voided charge to drop from your pending
status.

Unable to reach us on the phone

Our customer service team works diligently to assist all of our customers. Many
customers use the phone system to assist them in purchasing parts. This in turn
generates a high volume of calls. We apologize for any inconvenience you may have
encountered, by not being able to reach one of our operators.

Credit issued for NEW Return(modify the yellow prior to sending)


AutoPartsKart Order 12345Credit Issued!

Dear Customer,

We have issued credit for AutoPartsKart RMA# 12345N

CREDIT CARD
Amount: $44.13

Refunded Items:
Part Price Core Quantit
YMM Part Name Total
Number EA EA y
2004 Honda Auto Trans Speed
917-633 $52.13 $0.00 1 $52.13
Civic Sensor

Restocking Fee -$7.82


-
Discount
$0.00
Refund Total $44.13

Note: Credit card payments will receive credit to the same card used to place the
order. Please allow 2-3 business days for this transaction to post to your account.

Credit issued for CORE Return(modify the yellow prior to sending)

AutoPartsKart Order 12345 Credit Issued!

Dear Customer,

We have issued credit for AutoPartsKart RMA# 12345C

CREDIT CARD
Amount: $10.50

Refunded Items:
YMM Part Number Part Name Price EA Core EA Quantity Total
1986 Porsche 911 852-12113 Fuel Injector $0.00 $10.50 1 $10.50

Note: Credit card payments will receive credit to the same card used to place the order. Please allow 2-3
business days for this transaction to post to your account.
Canceling Orders and
Refunding Money, also OOS
Refunds
Orders can only be canceled from OUR site if it hasnt been processed (Send To
button is still green), ie it is still pending and not sent to PA or ME. IF it has already
been sent to our suppliers quickly send them an email requesting cancelation. If
they are able to cancel then great if not cause it was already shipped or being drop
shipped then it will have to go through the process of shipping it to the customer
and them returning it back. Typically you will only cancel orders on our site if a
customer quickly realizes they ordered the wrong part or quantity. If you are able to
cancel an order before it is sent to our suppliers you will also have to issue the
customer their refund as well. Follow the steps below to cancel an order:

If PA or ME cancel an order due to OOS or any other reason then follow the steps
below also:

1. In the comment box on the right add a comment why it was canceled
2. Click Save
3. Click the green X button next to Order number
4. Click Ok on pop up box
5. Now issue credit
6. If it was paid by Credit Card
7. Go to the USAePay website and Login
8. Click on the Batches tab
9. Identify the transaction by comparing the customers name, amount, and
time stamp
10.If you can identify the transaction that you are trying to locate
11.Under the Void column for that order, Click on the check box
12.Then Click on the Process Changes button
13.Click on the Confirm button
14.Click on the Okay button, its done
15. If you could not find the transaction then Click on the Search
tab
16.Enter the last name or the amount of the transaction then Click theFind
button
17.Identify the transaction by comparing the customers name, amount, and
time stamp
18.Click the Details button
19.On the right of the page in the Quick Credit box Add a description why
credit is issued
20.Click the Credit button
21.Click the Batch Manager button to return to the main page
22. If it was paid by PayPal
23.Go to the PayPal website and Login
24.Click on the Activity tab
25.On the upper right of the page Click on the pull down menu and select Last
Name
26.Enter the customers Last Name and hit Enter key
27.Identify the transaction by comparing the customers name, amount, and
time stamp
28.Click on the pull down menu for the correct transaction
29.Select Refund
30.Enter the PO# in the Invoice Number box
31.Enter a description of why the money is refunded in the Note to buyer box
32.Click Continue
33.Click Issue Refund
34.Close out of the window

Checking Order Status


1. Click on the truck symbol for an order
2. If tracking # is available copy the tracking #
3. Go to the carriers web page and paste the # in the track your package box
4. If there is NO tracking # then copy the PO#
5. Go to PAs website and log in
6. Click on the Order History Tab
7. On the top left of the screen under Document Search Click on the pull down
menu
8. Click on Invoices
9. Enter the PO# into the Customer P/O # box
10.With the mouse Click the Magnifying Glass symbol next to the order
number you just entered
11.The order will appear below where you just entered the data
12.Click on the Order #
13.The orders status information will appear on the right of the page
14.If tracking # is available copy the tracking #
15.Go to the carriers web page and paste the # in the track your package box
16.Multiple part orders may have more than one order number in the suppliers
records
17.Click on both of them and check both of the tracking numbers
18.They may also only have one order number but show two or three tracking
#s
19.Check them all

Send Customer
Shipping/Tracking Information
1. Click on the truck symbol for an order
2. Verify the tracking information is filled in
3. Click the Send Email button
4. Click the Send Email button again

Submit a Return Request


1. Click on Return Request
2. Enter PO#
3. Enter E-mail
4. Click Submit
5. Click on the check box to the left of the part you would like to return
6. Select Quantity of parts to be returned, if available
7. Select reason for return
8. Click Submit

Check VIN#
1. Go to www.turboii.com
9. Login
10.In the upper left corner click on VIN/Vehicle ID Lookup
11.Enter the VIN#
12.Click Search
13.Click VIN Data

Check if PA has a part in stock


1. Go to www.turboii.com
14.Login
15.Click on Order Parts
16.Enter the part # in the Part column
17.At the bottom click on Price and Availability
18.Look to the right under the Avail Qty
19.Click on the down arrow
20.The amount of parts available will be noted
21.The Rock is the primary warehouse, FYI but they will fill the orders with the
others if The Rock is at 0
22.Click Clear

Check on Processing Orders


1. In the Status box, select Processing
2. Click Search
3. Analyze why they havent shipped, start from the last page because they are
the oldest
4. Update the system with the results from the Analysis, ieadd tracking details
to the order
5. If you update the order with the missing tracking info it will update the status
automatically

Issue Refunds for Returns


1. For now only Zee will be issuing core and new part returns a refund

Check the checkout log


1. Click on the Log Menu on the top of the page
2. Select Checkout Log
3. Click on Send Email button for each order that you feel may be worth
saving
Check phone messages
1. Login to the Grasshopper website
2. Click on the All Messages tab
3. Click on each voicemail and respond to the customers concern via phone call
or email

Answer phone calls


1. Address the costumers issues best you can
2. Utilize the Daily Phone Call Tracking Sheet located at the end of this
document to manage customers that have open items that need follow up

Change Suppliers
1. Click on order number
2. Click on Change button
3. Click on Dist Code
4. Select new Dist
5. If New Line Code remains blank then they do not have part
6. If New Line Code has info then click Change button

Change Order Status


1. Click on the green circle with the check mark in it
2. Click on the pull down menu located in the Status row
3. Click on the status that you want to change to
4. Enter a comment explaining the change
5. Click on the Change button

Update Shipping/Tracking
Information
1. Click on the truck symbol for an order
2. Add the tracking #
3. Select the shipping company
4. Select the shipping type
5. Add a shipping date
6. Click on Change button

Questions:
Why would the shipping button be red in the BE?
Can we have the emails that are automatically sent to the customer, set to
non-reply
Where is the warranty information listed for a part
How can I determine where the status of a customers return is and the status
of their refund
Do we inform customers that their order will be dropped shipped when they
place the order
Do we have any more knowledge on the ECM code that is loaded on at the
factory, does the customer still have to get it programed, how can we sell
them the correct one
What is the criterion for a warranty return to get their money back or another
part sent and do we pay for shipping new part?
What is the criterion for a defective return to get their money back or another
part sent and do we pay for shipping new part?
What conditions can I get a return shipping label made and who is the contact
for that
What is the trigger for crediting money back from a core return, new part
return, etc.
If an order is canceled or OOS and not shipped, I can credit full refund
correct?

Website Improvement Suggestions:


1. The order verification email that is sent out automatically has a duplicate
paragraph in it. It looks unprofessional. Need to delete one of them.
2. The shipping delay message that appears in someones shopping cart under
the items description should be changed to red text. Right now most people
dont even see it.
3. When a customer purchased multiple parts on one PO# and then they want
to return one of them for a NEW or CORE return or any return actually. The
system has a bug. It will not allow them to select the one part that they need
to return. It will only select the part on top of the list.
4. On the return request page and the order status page we should change the
Order Number heading to P.O. Number (Purchase Order #) because on
the packing slip that people get all have multiple order numbers on it, and
only one says P.O. number and that is the one they need. Many people are
very confused on which number to use.
5. When the auto refund button is used in the BE it puts a note in the order
automatically. But it does not include the date and time stamp. This should be
updated to be included.
6. In the Request a return for delivered item email, the order number is
absent. It would be very helpful for the order number to be added to this
automatically generated email.
7. In the Your APK Order Return Request email, the heading of the email ie
NEW RETURN and the second bullet item on the bottom need to match the
letter that is automatically updated based on the customers input. Ie N, C,
D, W all three items need to match. If the Letter is being updated so can the
bullet item and the heading. Also, in the center of the email where the RMA
number is it says Order. It needs to be updated from AutoPartsKart Return
(Order 12345N) TO AutoPartsKart Return (RMA# 12345N). All three of
these things must be checked and changed on every return. This is a big
waste of time.
8. When a customer has already submitted a return request and they try it
again they get an error message of This order has already been returned. This
is very confusing to people when they still have that part on their kitchen
table, they know it hasnt been returned yet. It needs to be changed to say A
Return Request has already been submitted for this order.
9. Customers that pay with PayPal need to receive a message stating that the
shipping address on file with PayPal is where we will be sending their order,
not to the address that they just typed into our order page.
10.Next to the search bar have a bubble that says You can enter your cars
year, make, model here. something like that

Notes:
PA- Parts Authority is the East Coast supplier

ME- Metro is the West Coast supplier

Pink orders in the back end means that it is a nonstock item that will be drop
shipped directly from the manufacturer to the customer. It will delay the shipping by
one to two days. It could also mean that a catalytic converter was purchased for
CA / NY and it may be illegal.

Transaction ID: with alpha numeric characters is a paypal order and just numbers is
credit card

PayPal accounts cannot change the shipping address from what is listed on their
PayPal account

Returns are charged a 15% restocking fee of the price of the part

Defective return is applicable only within 30 days of order. Once that passes all
returns will become warranty claim.If its defective return within 30 days, PA issues
return label and reships a good part.If customer puts request after 30 days, use
warranty claim template

FYI- Return Situations That Could Occur

Customer Error

1. Order a wrong part


2. Wrong address
3. Change Mind
4. Core Return
5. Not needed

Distributor Error

1. Sent Wrong part


2. Sent BAD part
3. Sent Incomplete Order

APK Error

1. Listing wrong part


Return Templates:
As returns are processed update the spreadsheet with each RMA
below

https://docs.google.com/a/apksolutionsinc.com/spreadsheets/d/1P1YlZ0qsr
geURz6mKrhvPISkSB3YTeJk4ry-aXK8Pf4/edit?
usp=sharing_eid&ts=56e125c5

Core Return

CORE RETURN

David Mari

366 Wildrose Ln,

Bishop CA 93514

US

AutoPartsKart Return (RMA#11322C):

For West Coast Customers For East Coast Customers

Location 1: AutoPartsKart Return Dept Location 2: AutoPartsKart Return Dept

5030 N. 27th Ave , 67 Whitson Street ,

Phoenix AZ 85017 Hempstead NY 11550

US US

Kindly follow below instructions to request a return for delivered item:

Print these instructions.

Take a print copy of the original PACKING LIST and write CORE RETURN on it.

Cut out the return address near the top of this page and tape it to the shipping box.

The RMA number must be written on the packing slip AND on the outside of the box.

Please make sure the item is returned in the original manufacturer packaging only. Put the part
boxes in a shipping box -returns sent in just the manufacturer's packaging may not be refundable
if the original box is damaged in shipping.
Make sure to place the PACKING LIST in the box with the item. (This is very important in order for
you to receive your refund)

Ship it to the closest return address using a carrier that can track the package.

Once the package(s) is shipped, please email to customerservice@apksolutionsinc.com with the


tracking information, so we can alert the warehouse staff to expect it.

Allow 8-10 business days to receive credit back after the shipment is received.

New Return

NEW RETURN

Zeeshanali Hussain

43 Philhower Road,

Lebanon NJ 08833

US

AutoPartsKart Return (RMA#12101N):

For West Coast Customers For East Coast Customers

Location 1: AutoPartsKart Return Dept Location 2: AutoPartsKart Return Dept

5030 N. 27th Ave , 67 Whitson Street ,

Phoenix AZ 85017 Hempstead NY 11550

US US

Kindly follow below instructions to request a return for delivered item:

Print these instructions.

Take a print copy of the original PACKING LIST and write NEW RETURN on it.

Cut out the return address near the top of this page and tape it to the shipping box.

The RMA number must be written on the packing slip AND on the outside of the box.
Please make sure the item is returned in the original manufacturer packaging only. Put the part
boxes in a shipping box - returns sent in just the manufacturer's packaging may not be refundable
if the original box is damaged in shipping.

Make sure to place the PACKING LIST in the box with the item. (This is very important in order for
you to receive your refund)

Ship it to the closest return address using a carrier that can track the package.

Once the package(s) is shipped, please email to customerservice@apksolutionsinc.com with the


tracking information, so we can alert the warehouse staff to expect it.

Allow 8-10 business days to receive credit back after the shipment is received.
Defective Return

DEFECTIVE RETURN

David Mari

366 Wildrose Ln,

Bishop CA 93514

US

AutoPartsKart Return (RMA#11322D):

For West Coast Customers For East Coast Customers

Location 1: AutoPartsKart Return Dept Location 2: AutoPartsKart Return Dept

5030 N. 27th Ave , 67 Whitson Street ,

Phoenix AZ 85017 Hempstead NY 11550

US US

Kindly follow below instructions to request a return for delivered item:

Print these instructions.

Take a print copy of the original PACKING LIST and write DEFECTIVE RETURN on it.

Cut out the return address near the top of this page and tape it to the shipping box.

The RMA number must be written on the packing slip AND on the outside of the box.

Please make sure the item is returned in the original manufacturer packaging only. Put the part
boxes in a shipping box -returns sent in just the manufacturer's packaging may not be refundable
if the original box is damaged in shipping.

Make sure to place the PACKING LIST in the box with the item. (This is very important in order for
you to receive your refund)

Ship it to the closest return address using a carrier that can track the package.

Once the package(s) is shipped, please email to customerservice@apksolutionsinc.com with the


tracking information, so we can alert the warehouse staff to expect it.
Allow 8-10 business days to receive credit back after the shipment is received.
Warranty Return

WARRANTY RETURN

David Mari

366 Wildrose Ln,

Bishop CA 93514

US

AutoPartsKart Return (RMA#11322W):

For West Coast Customers For East Coast Customers

Location 1: AutoPartsKart Return Dept Location 2: AutoPartsKart Return Dept

5030 N. 27th Ave , 67 Whitson Street ,

Phoenix AZ 85017 Hempstead NY 11550

US US

Kindly follow below instructions to request a return for delivered item:

Print these instructions.

Take a print copy of the original PACKING LIST and write WARRANTY RETURN on it.

Cut out the return address near the top of this page and tape it to the shipping box.

The RMA number must be written on the packing slip AND on the outside of the box.

Please make sure the item is returned in the original manufacturer packaging only. Put the part
boxes in a shipping box -returns sent in just the manufacturer's packaging may not be refundable
if the original box is damaged in shipping.

Make sure to place the PACKING LIST in the box with the item. (This is very important in order for
you to receive your refund)

Ship it to the closest return address using a carrier that can track the package.

Once the package(s) is shipped, please email to customerservice@apksolutionsinc.com with the


tracking information, so we can alert the warehouse staff to expect it.
Allow 8-10 business days to receive credit back after the shipment is received.
DAILY PHONE CALL TRACKING SHEET

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CANCELLATION TRACKING SHEET

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Core Return Policy
Return Procedure:

Fill out the Return Request form. We need your order number (use number listed on order
confirmation email), email address and the part number for the core you wish to return. You can
select Core return as the reason for return. If you do not have your order number, please
indicate when your order was purchased and the full name you used upon ordering. All RMA
(return merchandise authorization) numbers are e-mailed in 1-2 business days with a return
shipping address and complete shipping instructions. No core returns will be accepted without a
RMA number.

Core Charges

All remanufactured parts come with an associated core charge or core deposit. The CORE is the
part that is remanufactured and brought back to specifications. When you buy a remanufactured
part, you are expected to send your current part to us as a Re-buildable Core. When we receive
your core, it will be inspected by our Return department to make sure the core is re-buildable.
The core charge is refunded in full once it passes inspection. No partial credit is given on bad
cores. Although our goal is to exchange your core for our remanufactured part, you can order a
remanufactured part without having a core. We have an extensive core acquisition program
which provides us with cores for remanufacturing so there is no waiting because we have
product on the shelf and ready to go.

You are responsible for paying the shipping fee to ship the Core to us. It is your obligation to
determine whether the core value outweighs the shipping cost. You may not want to ship us your
core if the shipping cost is higher than the core value.

Core Returns

Cores must be complete, fully assembled and in re-buildable condition in order to receive core
credit. A box of parts does not constitute a re-buildable core. A part requiring welding does not
constitute a re-buildable core.

Upon receipt, Auto Parts Kart will inspect the core and refund the core charge less whatever non-
wear parts are broken, missing, or damaged. Cores requiring welding may be fixed at the
customer's option in order to make the core Re-buildable. Charges for repairing a core are
deducted from the core refund.

Cores must be returned within 90 days. After 90 days, a 25% late charge will be deducted
from the core refund.

Salvage (Used) cores associated with the sale of Salvage (Used) parts need only to be complete
and assembled. All cores must be returned in the original manufacturer's box. Cores returned
must be the same as the unit sold.

The cores should be packed carefully for return in order to protect the core from shipping
damage. We are not responsible for shipping damages.
Process Steps to Return a Core Part
1. On AutoPartsKart.com website Click on Return Request
2. Enter PO#
3. Enter E-mail
4. Click Submit
5. Click on the check box to the left of the part you would like to return
6. Select Quantity of parts to be returned, if available
7. Select reason for return, i.e. Core Return
8. Click Submit

An email will be sent to the customer. The email will detail the RMA#,
Shipping Address, and Shipping Instructions. Once the email has been
received:

9. Put the old part into the box that the new part arrived in
10. Write the RMA# on the Original Packing Slip
11. Write the reason for return on the Original Packing Slip. i.e.
CORE RETURN
12. Put the Original Packing Slip into the box
13. Tape and seal the box
14. Select the closest return address to your location from the email
15. Label the box with the Shipping Address
16. Write the RMA# on the outside of the box
17. Choose a shipping carrier that will provide a tracking number for
the package
18. Pay for the shipping cost back to APK
19. Send an email stating the tracking number to APK Customer
Service

Allow 2-3 days after APK receives the part for the Refund to be issued back to
the same card or payment method that was used to purchase the part.
Return Policy
Return Procedure:

Fill out the Return Request form. We need your order number (use number listed on order
confirmation email), email address and the part number you wish to return, along with a detailed
explanation of why you need to return it. If you do not have your order number, please indicate
when your order was purchased and the full name you used upon ordering. All RMA (return
merchandise authorization) numbers are e-mailed in 1-2 business days with a return shipping
address and complete shipping instructions. No returns will be accepted without a RMA number.

Return Policy:

Our policy lasts 30 days. You may return any wrong part(s) to Auto Parts Kart within 30 business
days from your date of order. No returns will be accepted if the 30 business days have elapsed.
All parts to be returned must be in their original condition, and cannot be disassembled or
damaged due to incorrect installation. We are also not responsible for any labor expenses, towing
expenses, or rental car expenses caused by the use of wrong or defective parts during installation.
Any wrong or faulty order placed by the customer that has been shipped, will cause 15%
restocking fee charged to customer for return. This restocking fee is charged on all returns
that are not the direct result of our error.

On orders shipped Overnight or 2nd Day, all shipping carriers reserve the right to extend delivery
time by 24 hours to residential deliveries. This is beyond our control and air-shipping charges
will NOT be refunded for this reason. Upon receiving your order, inspect all packages
thoroughly for missing, damaged, or incorrect parts.

You will be responsible for paying for your own shipping costs for returning your item. Shipping
costs are non-refundable. Refunds will be issued on the part itself minus any discounts. Outgoing
shipping charges are not refundable for any reason. Your total refund amount will be listed on
your refund e-mail.

Parts Not Returnable: Service manuals, CD ROMs, Special-order Products, and Auto Body
Parts cannot be returned for any reason. Electrical parts are not returnable if plugged in or
unsealed for any reason.

Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have
received your returned item. We will also notify you of the approval or rejection of your refund.
When returning a package, please be sure to provide your return shipment tracking
information for a quicker refund.

If you are approved, then your refund will be processed, and a credit will automatically be
applied to your credit card or original method of payment, within a certain amount of days.
Please be aware that your bank may take 4-7 business days to post the credit to your account or
credit card. If you do not receive a credit after 30 days, please e-mail our returns department at
customerservice@apksolutionsinc.com and we will respond to you immediately.
Process Steps to Return a Part
1. On AutoPartsKart.com website Click on Return Request
2. Enter PO#
3. Enter E-mail
4. Click Submit
5. Click on the check box to the left of the part you would like to return
6. Select Quantity of parts to be returned, if available
7. Select reason for return, i.e. Ordered a Wrong Part, Delay in
Shipping, Other
8. Click Submit

An email will be sent to the customer. The email will detail the RMA#,
Shipping Address, and Shipping Instructions. Once the email has been
received:

9. Put the part back into the box that it arrived in, if removed
10. Write the RMA# on the Original Packing Slip
11. Write the reason for return on the Original Packing Slip, i.e.
ORDERED A WRONG PART, DELAY IN SHIPPING, OTHER
12. Put the Original Packing Slip into the box
13. Tape and seal the box, if needed
14. Select the closest return address to your location from the email
15. Label the box with the Shipping Address
16. Write the RMA# on the outside of the box
17. Choose a shipping carrier that will provide a tracking number for
the package
18. Pay for the shipping cost back to APK
19. Send an email stating the tracking number to APK Customer
Service

Allow 2-3 days after APK receives the part for the Refund to be issued back to
the same card or payment method that was used to purchase the part.
Defects & Warranty Policy
At times there will be products that fail due to a Manufacturer Defect. Auto Parts Kart honors all
warranties provided by the individual manufacturers. Generally, warranties cover defects in
materials and workmanship. Damage from abuse, installation errors, tuning problems, or issues
caused by other equipment failure is not covered. It is at the sole discretion of the Manufacturer
to repair or replace defective merchandise. Labor for installation or replacement of items is not
covered under any warranty. This is the responsibility of the customer.

Pre-Paid Shipping may be provided at time of Return Merchandise Authorization by Auto Parts
Kart, however this is determined on a case-by-case basis.

Contact us prior to making any attempt of returning a defect or item you feel may be under
warranty, as an RMA is needed as described in the return instructions above.

We do not offer return shipping reimbursement regardless of the party at fault. All returns are
freight prepaid by the customer.

Warranty Claim Procedure:

Place a new order for the same part number on our website and complete the secure
payment.
Upon receiving the new part, install it and verify that it works.
Visit our Return Request page and set up a return as Defective Part. You will set up the
return in the new order since we want to refund you for the amount you paid for the
replacement.

*Note: Shipping charges are non-refundable. Once we have the old part back, credit will be
issued.

Process Steps to Return a Defective Part


1. On AutoPartsKart.com website Click on Return Request
2. Enter PO#
3. Enter E-mail
4. Click Submit
5. Click on the check box to the left of the part you would like to return
6. Select Quantity of parts to be returned, if available
7. Select reason for return, i.e. Defective Part (Defective Part can only
be selected within 30 days of purchase)
8. Click Submit

An email will be sent to the customer in an attempt to understand the defect


and how the customer would like to proceed. The email will ask the following
questions, which all must be answered:

a) Please describe how the parts are broken or defective.


b) Could the part be repaired by either you or your mechanic?
c) How would you like us to proceed?
Issue me a refund for this part
Ship an identical replacement part to me
d) Which is true?
I installed the part, but it is not working as it should
I could not finish installation because there is a problem with the
part
The part broke while it was being installed
Damage was obvious so I did not try to install the part
e) Year, Make, Model & Engine Size?
f) Can any other information like pictures or a wrong part number, be
provided?

9. Customer must reply to this email answering all questions or the return
request will not be processed
10. APK will review the answers to determine if the situation falls
within our Return Policy guidelines, and notify the customer
11. If it does not then no further action will be taken, if it does then
continue below:
12. If the customer requests a replacement part, a prepaid shipping
label will be emailed to the customer to return the part to APK
13. Customer must mail back the defective part and inform APK via
email
14. Once APK can confirm that the part has been shipped, the return
request will be authorized for a replacement part to be shipped out
immediately
15. If the customer requests a refund, a prepaid shipping label will be
emailed to the customer to return the part to APK
16. Upon arrival at the returns facility, the returns department will
inspect the part, if they determine it is a manufacturer defect the
return request will be authorized for a refund, if they find that it was
installed incorrectly or damaged by the customer no refund will be
issued

Allow 2-3 days after APK receives the part for the Refund to be issued back to
the same card or payment method that was used to purchase the part.

Process Steps to Return a Warranty Part


1. On AutoPartsKart.com website Click on Return Request
2. Enter PO#
3. Enter E-mail
4. Click Submit
5. Click on the check box to the left of the part you would like to return
6. Select Quantity of parts to be returned, if available
7. Select reason for return, i.e. Warranty Claim (Warranty Claims can
only be submitted after the part has been installed)
8. Click Submit
9. APK will contact the customer on the process to move forward as
detailed below:
10. On APK website they will have to purchase the same part again
and pay for shipping (manufacture warranties only cover direct
replacements, no refunds will be issued for the original part that has
malfunctioned)
11. Once the customer receives the new part they will have to install
it and verify that it works
12. Then submit a return request for a Defective Part against their
new Purchase Order Number, This will allow APK to refund the
customer their purchase price of the replacement part, APK will not
refund the shipping cost

An email will be sent to the customer. The email will detail the RMA#,
Shipping Address, and Shipping Instructions. Once the email has been
received:

13. Put the old part into the box that the new part arrived in
14. Write the RMA# on the Original Packing Slip
15. Write the reason for return on the Original Packing Slip. i.e.
DEFECTIVE RETURN
16. Put the Original Packing Slip into the box
17. Tape and seal the box
18. Select the closest return address to your location from the email
19. Label the box with the Shipping Address
20. Write the RMA# on the outside of the box
21. Choose a shipping carrier that will provide a tracking number for
the package
22. Pay for the shipping cost back to APK
23. Send an email stating the tracking number to APK Customer
Service

Allow 2-3 days after APK receives the part for the Refund to be issued back to
the same card or payment method that was used to purchase the part.
Shipping Policy
Some of our competitors dramatically increase shipping costs, often charging double, triple or
even quadruple of the actual cost to ship the items. Rest assured, Auto Parts Kart has an internal
policy to be fair and open with all customers and never try to gouge for shipping costs.

Estimated Shipping Charges

Shipping charges for per transaction are estimated based on Dimension/Weight of the part in the
kart, percentage of the price and the type of shipping method selected. The minimum shipping
expense is listed for each shipping method. The freight amount charged to customer will be the
actual freight charged by the carrier (UPS, Fed-Ex, or USPS).

Tips for saving on shipping costs: Before choosing your shipping option, see the exact ground
transit time for your zip code. Sometimes the cheapest option available is also the fastest, aside
from the very expensive overnight option. There is no need to use more expensive options like
2nd-day-air when a standard ground shipment is just as fast and much less expensive.

Delivery Time

Ground orders are usually delivered in 3 to 7 business days. Some orders may take longer than 7
days. Orders placed after 1 PM EST will be processed the next day for all shipping methods.

Overnight and 2-day delivery is not guaranteed, if you select overnight or 2-day shipping that
only means that arrangements will be made to ship it out using that service. Please be aware that
overnight orders placed on Friday will be delivered Monday with the exclusion of a holiday. We
do not offer delivery on Saturday, Sunday or holidays.

Transit times and Estimated delivery dates shown are estimates by the carrier and, while
usually accurate, are not guaranteed by AutoPartsKart.com. If you choose a part listed with a
delay or a payment method that doesnt process immediately, add the delay to the shipping
estimate for the most accurate shipping time frame."

Oversized and Overweight Surcharge

Some items may have surcharges for size and weight from the shipping service. The customers
will be notified for the same prior to shipping, which will be added to shipping charge as an extra
cost.

Damaged & Not-Delivered Items

The shipping carrier is solely responsible for all items damaged and lost during shipping.
Customers will need to fill out a damaged claim report from the carrier for reimbursement. We
do not take returns of damaged items as we are not responsible for the reimbursement.

The customer is responsible for ensuring that the provided address is accessible for delivery. If
the delivery of a package is refused or the package is returned by the courier due to an invalid
address (undeliverable), all shipping costs (to and fro) will be deducted from customer's refund.

Risk of Loss
All items purchased from our website are made pursuant to our shipping terms, which are F.O.B.
shipping point. This means that that risk of loss and title of any item is passed to you at the
shipping point, which is when the carrier accepts the goods for transport.

Availability and Parts/Accessories Stocking Status

The website is currently hooked into a live database of parts availability. Just because an item is
shown on our website does not mean that the part is available in stock and will be delivered
immediately. We will do our best to notify customers of their order status with the notifications
provided through this system via email and SMS text messages if a phone number is applied to
the customer account with permission to receive updates via SMS text message.

Cancellation Policy

All orders are electronically processed and forwarded to the warehouse immediately upon
confirmation of the order. Therefore, there is a very short time for order cancellations. If you
wish to cancel an order, you must do so BEFORE Order is processed. All orders placed from
Friday 5 PM EST to Monday 9 AM EST cannot be canceled, as these are processed over the
weekend for shipment.
Frequently Asked Questions (FAQ's):
Who is Auto Parts Kart and what does it sell?

AutoPartsKart is an American online retailer of Aftermarket Parts and Accessories for cars, vans,
trucks and SUV's. After 20 years in the automotive field, we have expanded into an online
business, in order to keep up with todays ever changing economic environment and demand.

We primarily sell aftermarket & OEM parts for passenger vehicles and light to heavy duty
trucks. Our product catalogue includes almost all parts for your vehicle like suspension,
electrical, ignition, chassis, cooling etc.

Is Auto Parts Kart a U.S. company?

Yes, we are a registered corporation in the state of Delaware. Our parts ship from multiple
warehouses across the country. In order to efficiently deliver the part to you, we always ship the
order from the warehouse closest to you.

How do I search for a part for my vehicle?

Please use our vehicle YMM filter to correctly identify your car. Use our Smart Part Finder for
all parts related search. Alternatively, you can also look through the categories we have listed in
our parts catalog. Customer Service is available Mon-Fri 8AM to 5 PM EST for your help.

How do I search for a part if I'm not sure of the name?

You can always search by part number to see accurate results. You can then use our parts
catalogue to find the right part for your car in order to buy and securely checkout to payment
page.

How do I make sure the part will fit my vehicle?

You can trust us when it comes to vehicle fitment data. Our research and development team only
use ACES & PIES Data from all manufacturers in the U.S. We always double check all orders
(including test fit when necessary) to make sure that website recommendations were accurate.
We don't process the payment unless order is verified and fitment approved.

How do I know the part I want is in stock?

Everything shown in our catalog is in stock and is ready to ship unless marked "Non-stock item"
or "Out of Stock".

What are the timings for the online store?

AutoPartsKart.com is open 24 hours a day, 7 days a week. Your purchase will be processed and
shipped within two business days after you place your order (3 - 5 business days if you
purchased special order items). Orders placed on weekends will be processed the next business
day.

How do I contact you?


If you need customer service please fill out the contact us form or email at
customerservice@apksolutionsinc.com

For all Shipping, Return, and Core return related queries, please read our policies to give
you more information.

Shipping, Payment,& Order FAQ's:


How do I place an order?

You can place an order by buying parts online using our secure website or sending us an email at
customerservice@apksolutionsinc.com

When do I receive the order confirmation?

You will receive an automated order confirmation in email, once the payment is accepted on our
website.

What payment methods do you accept?

We accept most major credit cards such as Visa, MasterCard, Discover, and American Express.
All credit cards must be issued by a bank in the United States. We also accept PayPal payments.

I have received the order confirmation, when does my order ship?

Typically, all orders ship same day if order is placed before 1 PM EST. All special orders take 3-
5 Business Days to ship and orders placed on weekends will be processed the next business day.

How do I track my shipment?

Once the order is shipped, you will get an email with the tracking details. Tracking numbers are
usually available within 2 to 3 Business Days after placing your order.

What shipping services does Auto Parts Kart use?

Currently, we are using FedEX, USPS and UPS for all shipments. We offer Ground, 2nd Day and
Next Day delivery to all residences in the U.S.

Can I change or cancel my order?

Unfortunately, we do not accept changes or cancelations at this time. Some exceptions can be
made, although we cannot guarantee your order can be changed or canceled. Please feel free to
contact us with the details of your specific situation.

I received the shipment, but part of my order is missing. What do I do?


Your parts may arrive in separate boxes. Please contact us or email us at
customerservice@apksolutionsinc.com with Order# in subject line to determine what the issue
might be and we will do our best to resolve it.

How do I return a part or core?

You can use our return request form to obtain a RMA Number (1-2 Business Days). We have 30
days return policy. Returns can't be accepted without an RMA Number. Please read our return
policy for more details.

How do I ship back the return after obtaining RMA Number?

We strongly recommend that you return your item with a shipping carrier that can provide you
with insurance and a tracking number in case of loss or damage. Please make sure to clearly
write the correct RMA number on the outside of the shipping box. You can read our return policy
for more details.

Do you offer exchanges or replacement parts?

No, all products must be returned and reordered.

My part is defective, do you pay for damages?

We do not cover any expenses that occur as a result of the installation of a defective product.
This includes, but is not limited to, rental car coverage, towing costs, labor, and storage fees.

I got a wrong part, who pays for return shipping?

We do not offer return shipping reimbursement regardless of the party at fault. All returns are
freight prepaid by the customer.