A clear B2B battery return or dead-on-arrival (DOA) inquiry states the order, the exact SKU and batch, the number of units affected, what was observed and when, the evidence attached, where the units are now, and the outcome you are requesting. Send it before shipping anything back. Lithium battery returns have transport limits, and the seller may need to decide whether a unit should travel at all.
Return rights and remedies depend on your order agreement and applicable law; this worksheet does not determine whether a claim will be accepted. MRG Platform’s Terms & Conditions describe MRG as a sourcing and coordination partner, say orders are confirmed after agreement between both parties, and include limits on liability. They do not list a standard DOA period, so confirm reporting deadlines and return terms for the specific order before you commit.
Start by naming the type of problem
Different problems need different evidence. Separating them keeps a shortage from being treated as a technical complaint.
| Problem | Evidence to send | Question for the seller |
|---|---|---|
| Short shipment | Packing list, counted quantity, photos of opened cartons | Will the balance ship, or will it be credited? |
| Wrong item | Label photo, purchase order line, quote or confirmation | Should the item be held, or returned by a stated method? |
| Transit damage | Carton photos, carrier reference, inner-pack photos | Who files with the carrier, and by when? |
| Visible defect on arrival | Unit and label photos, batch code, arrival record | How should the affected units be handled? |
| Fails at installation | Device model number, repair notes, your checks, whether another battery worked | What additional information do you need? |
| Fails after use | Installation date, repair ticket reference, symptom history | Does this fall within the agreed terms? |
| Status message after install | Device model, iOS version, screenshot, whether Repair Assistant was finished | Was this outcome expected for this SKU? |
A status message needs careful wording. Apple says an Unknown message can have several causes, including a part that has not been verified and linked after repair, and adds that these messages do not affect the ability to use the iPhone or battery (Apple: About genuine iPhone batteries). On supported devices, a part can show Finish Repair until Repair Assistant is completed (Apple: iPhone Parts and Service History). Report the message and steps taken, and let the agreed terms and applicable law decide how it is treated.
Materials checklist
- Order: purchase order, invoice or order reference, delivery date.
- Item: SKU, device model numbers, label text and batch or date code.
- Quantity: received, affected, already installed, still unopened.
- Symptom: what happened, when it was found, and on how many units.
- Technician notes: checks performed and results, including any shop test procedure used.
- Photos: carton, inner pack, label and the condition you are reporting, each with a clear file name.
- Current location: stock, quarantine or on hand after removal.
- Requested outcome: replacement, credit, disposal instruction or review.
Remove customer names, contact details and account information from anything you attach. Crop or redact device serial numbers unless the seller specifically needs them and you are comfortable sharing them.
A template you can paste into an email
Subject: Battery order inquiry: [PO number], [SKU], [problem type]
We are reporting an issue with the order below and are holding the affected units pending your instructions.
Order: [PO or invoice]. Delivered: [date]. SKU: [SKU]. Device model numbers: [list]. Batch or date code: [code].
Quantity received: [n]. Quantity affected: [n]. Installed: [n]. Unopened: [n].
What we observed: [plain description, date found, how many units]. Checks performed: [steps and results].
Current condition and location: [e.g. separated in quarantine, not installed].
Attached: [file list].
Please confirm (1) whether this falls within the terms for this order, (2) what further information you need, (3) how the units should be handled, and (4) the next step and timing.
Requested outcome: [replacement, credit or other].
Timing and how the units are held
Send the first notice soon after you find the problem, even if your evidence is still incomplete. New York’s UCC requires rejection within a reasonable time with seasonable notice to the seller, and a buyer who has taken possession of goods before rejecting them generally must hold them with reasonable care for a time sufficient for the seller to remove them (UCC 2-602). After acceptance, the buyer must give notice of breach within a reasonable time or risk losing any remedy (UCC 2-607). Unstated defects can also cause problems where the seller could have cured them, or where a merchant seller asks in writing for a full and final statement of defects (UCC 2-605).
Contracts may limit remedies to replacement or refund of the price (UCC 2-719), and your order may be governed by other terms or another jurisdiction’s law. Use your agreement as the first reference. Avoid installing, selling or otherwise using units you intend to reject, because actions inconsistent with the seller’s ownership can count as acceptance (UCC 2-606).
Do not ship first and ask later
The route for an undamaged return differs from the route for a damaged one. Under the federal rule, batteries that are damaged, or identified by the manufacturer as defective for safety reasons, with the potential to produce dangerous heat, fire or short circuit, may travel only by highway, rail or vessel. Each needs its own non-metallic inner packaging, specified cushioning, a Packing Group I outer packaging, and a “Damaged/defective lithium ion battery” marking at least 12 mm high (49 CFR 173.185(f)). USPS lists damaged, defective or recalled batteries as prohibited unless approved by its Product Classification director (USPS Publication 52, section 349).
A battery that simply will not work is not automatically in that category, and a shop should not guess either way. Describe the condition to the seller and ask for written instructions. Questions worth asking:
- Do you need the unit back, or will photos and records settle the claim?
- If it must travel, who arranges transport and packaging, and who pays?
- If it should not travel, can you authorize local recycling and accept proof?
If disposal is the answer, EPA recommends that businesses consider managing lithium-ion batteries under the federal universal waste rules and consult their state agency (EPA: Used Lithium-Ion Batteries). Keep any disposal or recycling receipt with your claim file.
Next step
Save the template and add your order’s reporting deadline to it. If you do not yet have a written deadline, ask now rather than after a problem appears. For an open MRG Platform order, use the contact details on the Terms & Conditions page and reference your order. For new orders, raise return terms in your inquiry through the sample and pricing page. Vendor records and escalation paths are covered under Vendor Management, and more battery guidance is in the Batteries section.