Agree the repair-return route before a charger needs service

1. Separate the service case from the shipping decision

Start with the purchase reference, site contact, charger model, serial number and the observed symptom. Ask the responsible service team to assign a case reference and identify the next permitted step. A support ticket, an approved return, a diagnosis and a warranty decision are different records; do not assume that one automatically supplies the others.

Record whether the next step is review of existing evidence, an authorised local service visit, a component return or a complete-equipment return. The supplier should define what is needed before shipment is approved. A buyer should not decide to send a whole cabinet merely because a display message mentions a component.

Use the warranty and service-responsibility checklist for coverage and response commitments. This guide adds the practical handover between a fault report, a parcel, a repair record and the site's acceptance.

2. Prepare useful evidence without exporting secrets

Agree a compact evidence pack that the authorised service team can actually review. Include the exact displayed message, when the symptom was observed, which output was affected, the installed firmware or configuration reference where available and any relevant earlier service case. Clearly distinguish an operator's observation from a confirmed diagnosis.

• Provide externally accessible label photographs only where safe and permitted; do not expose people, credentials or customer payment information.
• Use approved log-export methods and the minimum necessary time interval. Ask the service owner which fields are required instead of sending unrestricted raw logs.
• Describe whether the issue is continuous or intermittent and what the operator observed before it appeared. Do not create a hazardous repeat test.
• Keep original evidence and record any redaction or conversion. Use the timestamp checklist to distinguish event time from report or receipt time.

If required evidence cannot be collected safely or within the buyer's access rights, record the gap and ask for an approved alternative. Never fill the gap with an invented measurement or a guessed fault cause.

3. Match the authorised item to the received item

GS1's explanation of traceability connects product, participant and location identification with recording and sharing information, including data-quality checks between processes. Applied here as a procurement principle, a service record should remain linked to the physical item at each handover. This does not claim GS1 implementation or certification for a Xiaochong product.

A carton label is not a substitute for the equipment identity. Link the parcel to the approved item list and the asset register. If a serial number changes during replacement, retain the old-to-new relationship rather than silently overwriting the original record.

4. Put cost and delay decisions in writing

Ask who approves inspection charges, repair quotations, replacement parts, labour and transport in each direction. Identify the recipient, shipping-document owner and responsibility for arranging any required local transport or customs review. This checklist does not promise a duty exemption or prescribe a customs declaration.

Agree how the service team handles an item for which no fault is reproduced, an item outside the approved return scope or an item needing additional work. Ask whether work waits for a quotation decision, who can approve it and what happens if the buyer declines. Do not interpret a return number as unlimited permission to incur charges.

Separate target milestones: evidence reviewed, return authorised, parcel received, diagnosis issued, quote approved, repair completed, dispatched and accepted at site. State what starts and pauses each agreed time period. If temporary equipment or advance replacement is offered, confirm availability, ownership, charges and return conditions separately; neither is promised by this article.

5. Request a repair result, not only a dispatch notice

Ask the service team to provide findings against the reported symptom, a summary of the approved work and relevant test evidence for the returned configuration. If a fault was not reproduced, retain that result and its test conditions instead of labelling the case “fixed” without qualification.

Record replaced items and any firmware, parameter or hardware-revision changes that affect the project. Where the service team cannot disclose proprietary detail, agree the operational information the buyer needs to identify the returned baseline and arrange acceptance. Do not request unrestricted source code or private factory schematics as routine case evidence.

Before the unit returns to service, the responsible qualified team should perform the agreed model- and site-specific acceptance process. A carrier delivery scan proves delivery, not successful integration with the operator platform, payment system or vehicle fleet. Keep unresolved limitations visible and use the FAT/SAT scope checklist to allocate sign-off responsibilities.

6. Rehearse one case before a larger order

Use a fictional desktop exercise rather than a live fault. For example: a site reports an intermittent issue, support authorises one identified assembly, the receiving team finds an unexpected accessory and the service team proposes a revised replacement. Ask each party to show the record they would produce, who approves the next step and how the updated identity reaches the site register.

The exercise should reveal missing decisions, not prove repair capability. Close the gaps in the purchase scope: evidence access, approved service contacts, return instructions, cost approval, revision control and the final acceptance owner. Include these questions in the RFQ brief builder; the tool organises a request and does not approve electrical work, transport safety or local compliance.

AC and DC manufacturing-partner support

AC EV charger SKD kits and technical documentation: agree the selected AC model, supplied components, assembly documents, traceable item list and the responsibilities for testing and service returns.

DC EV charger SKD kits and technical documentation: agree the selected DC configuration, component and integration scope, revision records and qualified production, testing and repair-support responsibilities.

Xiaochong recruits overseas businesses interested in local charger production or assembly, with SKD components, production/assembly technical support and repair/maintenance technical support within an agreed project scope. Available AC or DC technical documentation is free on request. Hardware, unrestricted source code, all intellectual property, certification, training, repair labour and exclusive territory rights are not automatically free. Confirm exact models, document revisions, language, licensing, training, testing and support deliverables before ordering.

Buyer questions

Does an RMA number confirm that a repair is free?

No. Return authorisation identifies an agreed service case and shipment scope. Warranty eligibility, diagnosis, parts, labour, freight and other charges require separate written confirmation.

Should a buyer return the complete charger or only a component?

Ask the authorised service team to identify the exact return scope for the selected model. Do not remove or ship components based on this checklist; qualified personnel and approved procedures are required.

What evidence closes a repair-return case?

Agree a closure pack containing the received identity, findings, approved work, revision or serial changes, relevant test evidence, return shipment record and site acceptance owner. Dispatch alone does not prove restoration at the site.

Request the AC or DC service-document scope

Send your country, company, AC or DC track, intended model, pilot or annual quantity and local technical capability. Ask for free available AC or DC technical documents and a written service-return responsibility split. Confirm the actual support and training scope for your project.

See the official partner programme, AC/DC SKD technical-output page and procurement guide. Only approved documentation may be shared; no internal factory files are published here.

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