To determine whether the organization has a documented process that treats customer warranty returns as non-conforming materials, consider the following steps:

Review the Documented Process for Warranty Returns:

Check if the organization has a formal procedure or work instruction specifically addressing warranty returns. The process should outline how warranty returns are handled, specifically treating them as non-conforming materials or products.

Identification and Control of Warranty Returns:

Ensure the process includes steps for identifying warranty returns as non-conforming items. This should include criteria for determining when a returned product is deemed non-conforming (e.g., due to defects, failure to meet specifications).

Action on Warranty Returns:

Verify that the process specifies actions to be taken when warranty returns are identified as non-conforming. These actions may include correction, segregation, containment, or return to the supplier, as well as obtaining customer authorization for any corrective actions or concessions.

Documentation of Actions:

Check if the procedure requires the retention of documented information regarding warranty returns. This should include records detailing the nature of the non-conformity, the actions taken, and any communications with the customer regarding the non-conforming products or materials.

Verification of Conformity Post-Correction:

Ensure that the process includes verification steps to confirm that non-conforming products returned under warranty have been corrected and are brought into conformity with requirements before being re-released.

By verifying these aspects, you can determine whether the organization has a compliant documented process for treating customer warranty returns as non-conforming materials.