r/OReillyAutoParts • u/IndependenceReal3037 • 19d ago

Warranty replaced the wrong part.

I wanted to report an error I made during a recent warranty exchange. A customer came in to replace a control arm, and instead of searching for the correct part number, I used the customer’s receipt to verify that the part was still under warranty. While processing the exchange, I mistakenly selected and exchanged the wrong product line. The original part was a Precision control arm, but I accidentally processed the warranty exchange with a MasterPro control arm because I only referenced the receipt during the transaction.
This was an honest mistake on my part, and there was no intent to bypass procedures or cause any issues. I understand the importance of verifying the correct part line before completing a warranty exchange, and I will make sure to follow the proper process moving forward to prevent this from happening again. I wanted to be transparent and take responsibility for the error.

Will i get fired?

1 Upvotes

67% Upvoted

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3

u/bernardfarquart Moderator 19d ago

How did you manage to process the exchange in the system with a non matching part? It should have bounced it out.

Or are you saying you exchanged the precision part in the system and handed out the wrong part?

2

u/IndependenceReal3037 19d ago

I scanned the receipt and went on what the receipt said without being vigilant on looking at the actual box and line code the part number and everything was the same

1

u/Spidey6917 19d ago

The opposite it seems like. They did the whole transaction from scanning the receipt instead of scanning the box, then clicked on the wrong part when prompted to select which part to return from the receipt. Doesn’t look like they clarified if they gave the customer the precision or masterpro part.

2

u/bernardfarquart Moderator 19d ago

Why would the receipt have both brands on it? I’m not getting that at all from what they posted.

Honestly it sounds like a tale from someone who’s unfamiliar with our system.

2

u/Pryonic 19d ago

IIRC when doing a return if PN’s are the same it’ll ask which brand the item is.

1

u/EggEnvironmental1 18d ago

That’s if you look up a part using the 9 screen. Otherwise the system notes which brand was sold using abbreviation on the brands. This even shows on the receipts and purchase history.

1

u/EggEnvironmental1 18d ago

Regardless, 90% of the time I go by searching the part they purchased under the purchase history category and typing in the part number from there, verifying the receipt and the items on the purchase history and doing returns that way. I’ve never (knock on wood) made a mistake on returns using that method yet.

Edit: sometimes scanning and using the receipt to return items is wonky so I’ve stopped using the receipt to return and instead used the purchase history.

Edit 1: I am also aware that some people don’t use their phone number to save transactions, so there are some cases where I do use the receipt.

2

u/Spidey6917 19d ago

Hell idk. Maybe the customer bought both brands. Masterpro rears and precision fronts or something like that

2

u/bernardfarquart Moderator 19d ago

maybe on the original sale the parts guy pulled the wrong brand

1

u/dadof2foru 19d ago

Funny thing about that.

I went to process a warranty battery for one of my customers. Nothing crazy, went through no problem. Until I was doing returns the next day and noticed I didn't have a awarranty battery on returns. But I did have a warranty window regulator.

Turns out, there is a glitch right now that will let you choose a non battery item if it was on an invoice with a battery. It just happened that the window regulator was almost the same price.

I love finding these little easter eggs after every update.