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Craftsman Tool Exchange Process

Stores should always attempt to process a Craftsman Lifetime Tool Exchange from store stock inventory first.  Locate the same or on the shelf or in the stockroom and complete the Craftsman Exchange at POS, placing the broken tool in the tool barrel.

If the same or similar item cannot be located in the store, utilize sears.com to find the item number of the same or similar item by performing a search using the stock number imprinted on the item or a product description.  Once found, follow the process in the process document to issue a gift card then use the gift card to order a replacement item for the customer (HFM or online).  Place the broken tool in the tool barrel.

If the same or similar item is no longer available in store or online, use the Craftsman Hand Tool Warranty Gift Card Value list on Hometown Connect > Operations > Point of Sale to determine value and follow the process in the process document to issue a gift card. 
ALL GIFT CARDS ISSUED MUST BE LOGGED ON THE CRAFTSMAN HAND TOOL WARRANTY GIFT CARD LOG and filed for DSM review.
Files   
Craftsman Hand Tool Warranty Gift Card Value.pdf
23.1 KB resend
Craftsman Lifetime Warranty Exchange Process -2020-0115.pdf
229.6 KB resend
Craftsman Tool Warranty Gift Card Log.pdf
25.9 KB resend