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ALWAYS attach a “Purple Label.”
Attach all paper work to the outside of the box.
Ensure that a warning sticker is used. (i.e., “Fragile Glass, Handle with Care)

Please refer to the example below:

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8.3.3.3 Parts Damaged During Handling, Shipping, or Storage
All parts are to be shipped in the same condition as they were when the vehicle came to the dealership for repair. Parts damaged
due to improper repair or handling will not be reimbursed.
Parts damaged due to accidents or shipping and handling are not warranty matters. It is the dealer's responsibility to insure
shipped parts for an amount equal to the claim value. If parts are damaged during shipping, direct all questions and concerns
to the parts shipper.
Parts damaged during storage or where individual components are missing from the original container are not warranty matters.
These claims should be referred to the facing (dedicated) PDC.

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8.3.4 Daily Outstanding Warranty Parts Report
The Daily Outstanding Warranty Parts Report is a current list of all parts that have been requested, but have not been received at
the Warranty Parts Return Centre (WPRC). The following is a list of policies which apply to this report.
Basic Instructions
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This report will be updated and available daily on VWHub under My Dealership Reports & Publications > Service.
There will not be a report for your dealership if you are a Top Performing Dealer or your dealership does not have any
outstanding parts requests.
The report does not need to be included with the returned part. Instead, use the original barcode printout you printed
directly from the SAGA claim. Photocopies are NOT acceptable. Please refer to Section 8.3.1, “Documentation for
Requested Parts.”
Please ensure that all part(s) on one claim ID are identified, grouped, and shipped together. Please refer to Section
8.3.2, “Packing Requested Parts.”

Requested Part Due Date
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Dealers must ship the part so that it is received at the WPRC within 14 days. The date the requested part is due at the
WPRC (Request date + 14 days) is available on the report in the “Due Date at WPRC” column as a reminder to the
dealer.
Dealers are asked to pay special attention to the “Due Date at WPRC” column. Once the due date has passed, the claim
will be subject to charged back. No appeal or resubmission will be allowed for parts that have not been received within
the required timeframe.

Exceptions
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If there is a part requested, but the part was not available to save (e.g. it fell off the vehicle, or an additional part was
installed per a Technical Bulletin), print the SAGA barcode for the new claim and fax it to the WPRC, at 905-428-5545,
with a comment that explains why the part is not available.
If a part is listed but you have sent it to the WPRC, Verify that the package was received at the WPRC through your
carrier’s tracking number. If the carrier confirms the part was received at the WPRC, send the SAGA barcode, tracking
number and a brief explanation to the WPRC at vwgc.wprc@vw.ca
If, for some reason, a claim line has been cancelled, a subsequent claim may be generated together with a request for
the same part. If this happens, print the SAGA barcode for the new claim and fax it to the WPRC, at 905-428-5545,
together with the courier tracking number for the original claim and a comment that states the part was sent on that
previous claim.

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8.3.5 Part Retention at the Warranty Parts Return Centre
Parts found with discrepancies/missing documents will be placed in retention for a maximum of 7 days in the Warranty Parts
Return Centre (WPRC) after the claim is cancelled via the comments field in SAGA.
If the dealer does not respond to the claim cancellation within 7 days, the part(s) will be scrapped (or returned to the dealer if it
has core value).

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8.3.6 Part Return from the Warranty Parts Return Centre
If the dealer rejects cancellation of the claim, and the response provided is not acceptable to the Warranty Parts Return Centre
(WPRC), the dealer may request the part be returned by sending an email to the WPRC at vwgc.wprc@vw.ca. This email must
include a subject line using the following format “Request for Parts Return – Dealer number, Claim number “. This email request
also must be received within 7 days of the final cancellation of the claim by the WPRC.
If the e-mail request for part(s) return is not received, the part(s) will be scrapped (or automatically returned to the dealer if the
part(s) has a core value).

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8.3.7 Part Request Users Guide
Volkswagen Group Canada (VGCA), Inc. intends to help streamline and facilitate claim entry and payment, assist in improving
vehicle quality through the collection of accurate warranty data, and disseminate relevant warranty-related information in a timely
manner. Therefore, VGCA has established a Warranty Parts Return Centre (WPRC).
As a result, parts return requests will begin to be issued to dealers through SAGA. To get information about and help with the
parts return process, please refer to the Warranty Parts Return Centre, Part Request Users Guide, located on Service VGCA
Warranty > Warranty Parts Return Centre > Parts Request Users Guide
The guide can help you with the following topics:
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Parts request process
SAGA screen shots of parts requests
Contact information
Shipping methods
Reports
Packing tips for shipping requested parts

In the event you should have any questions or concerns regarding the information found within the guide or have need of
information related to the Warranty Parts Return process, please forward your inquiries directly to the WPRC via e-mail
at vwgc.wprc@vw.ca.

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8.3.8 Important Additional Information
The following points must be observed at all times when dealing with parts requested by the Warranty Parts Return Centre
(WPRC):
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Do not cut or dismantle parts that are requested by the WPRC. The claims associated to the requested part will be
rejected.
Shipment of all hazardous part(s) is illegal unless you are HAZMAT/DG certified. If you are certified to handle hazardous
goods, you must follow all Federal and Provincial laws.
Direct Exchange Radios must be sent back to their respective manufacturers and not to the WPRC.
For windshield requests, please send pictures only via email to the WPRC at vgca.wprc@vw.ca. In the email, please
include the dealer code, claim number and VIN # as well as a scanned copy of the work order. If the work order cannot be
scanned, please fax it to (905) 428-5545.
When sending parts to the WPRC, please use the assigned FedEx account, numbered 30717480.
Please ensure that a log is kept of all parts sent to the WPRC in the event that it must be referred to at a later date.
Please allow up to five (5) business days after a part leaves the dealer facility to be received and processed at the
Warranty Parts Return Centre.

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9 Vehicle Receipt, Storage, and Customer Delivery
9.1 New Vehicle Receipt
Transportation inspection
At dealer delivery, all new vehicles must be carefully inspected before a dealer representative signs the carrier delivery receipt.
This includes vehicles accepted for storage only, vehicles accepted for another entity and vehicles with major damage including
flood or fire damage. Volkswagen recommends trained personnel are available to inspect vehicles and document damage during
normal business hours, including Saturday. Time allowed to inspect a vehicle is 15 minutes each, or a maximum of 1 hour for a
full truckload. Inspection time is not eligible for reimbursement.
All damage and pilferage must be noted on the carrier delivery receipt, and co-signed by the transport driver. A signed delivery
receipt transfers liability to the dealer for non-concealed damage found after the carrier leaves. Failure to properly note all vehicle
damage may result in a transportation claim payment being delayed or denied.
Dealer personnel may not remove the RAPGUARD/Vehicle Shipping Cover/Safety Seal before inspection personnel have
completed and signed the delivery receipt. Damage discovered under undisturbed RAPGUARD/Vehicle Shipping Cover/Safety
Seal must not be noted on the delivery receipt, as it is not considered transportation damage.
Inspection process at time of receipt
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Verify the Vehicle Identification Number (VIN) on each document and vehicle.
Carefully inspect:
o All visible exterior areas
o The cargo/trunk area on vehicles without a Vehicle Shipping Cover/Safety Seal
o The complete interior area
Panels/bumpers covered by the RAPGUARD/Vehicle Shipping Cover/Safety Seal require close examination. Should a
disturbance be detected on a surface covered by the RAPGUARD/Vehicle Shipping Cover/Safety Seal, dealer inspection
personnel and the transport driver must jointly remove the RAPGUARD Vehicle Shipping Cover/Safety Seal to determine
the extent of body damage.
Damage and missing items relating to transportation carrier responsibility must be noted on the carrier delivery receipt
using the 5-digit Motor Vehicle Manufacturing Association (MVMA) code. These codes can be found in the New Vehicle
Receiving and Inspection Guidelines published by the Transportation Department or on ElsaWeb > ServiceNet under
VGCA Warranty > Transportation Guidelines. Damage relating to Warranty must not be noted on the carrier delivery
receipt.
Additional comments are to be written in the "Retailer Exceptions" space. Generalized and non-standard notations such
as "ding, damage, and dimple" are not acceptable. "Scratches" do not require straightening time to repair. If straightening
time will be involved, use "dents" or "gouges" as the exception description.
The transport driver may list notations in the "Carrier Remarks" section of the delivery receipt referring to a noted
exception as non-transportation damage. It is mandatory for dealer inspection personnel to include a notation in the
"Dealer Remarks" section agreeing with, or denying the driver's non-transportation damage allegation.
Obtain the transport driver's signature. It indicates the transport driver has been informed of the delivery inspection
results.
Sign for vehicle receipt only after all of the above have been completed.
A transportation claim may be filed through SAGA for carrier responsibility damage/pilferage found and noted on the
delivery receipt.

Vehicle inspection "concealed" damage
A vehicle must be inspected for concealed damage 24 hours (next working day) after receipt. If concealed damage is found,
notification must be made to the last carrier no later than 48 hours (second working day) after vehicle receipt.
Concealed damage only includes damage to the:
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Undercarriage
Tire treads
Insides of wheel wells

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Vehicle receipt "subject to inspection" (STI)
A vehicle received after normal business hours or in a snow or ice-covered condition (not rain or dirt), must be inspected no later
than 24 hours (next working day) after receipt. The carrier delivery receipt must be marked "subject to inspection" and signed by a
dealer representative.
Notifying transport carrier of "concealed" damage or "subject to inspection" damage
A suggested form letter for notifying the last transport carrier of "concealed" damage or "subject to inspection" damage is
available on ElsaWeb > ServiceNet under VGCA Warranty > Transportation Guidelines. It should be put on the dealer's
letterhead. If proper exceptions are noted on the carrier delivery receipt, a trucker notification letter is not needed.
All damage and pilferage must be reported to the last carrier/handler no later than 48 hours (second working day) after vehicle
receipt. Damage information on the letter must be described in detail. The completed letter must be sent to the last transport
carrier by certified mail or verifiable fax.
A copy of the letter and postmarked certified mail or fax receipt, the original carrier delivery receipt, photos, and any other
applicable documents are to remain in the deal jacket for the corresponding vehicle, subject to request by the carrier or the
Volkswagen Transportation Department.
Transportation claim damage
The following items should be noted as transportation carrier responsibility on the carrier delivery receipt and submitted for
reimbursement on a transportation claim.
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Damage caused by physical impact, abuse, abrasion or other carrier negligence, includes RAPGARD/Vehicle Shipping
Cover/Safety Seal panels where disturbance is evident (Minor surface scratches or scuffs are part of the new vehicle prep
items)
Broken glass not caused by stress
Soiled interior
Evidence of vandalism or abuse; stolen items are to be listed separately
Missing items from the cargo/trunk area from a disturbed by-pack bag for vehicles delivered without safety seals
Missing items from the cargo/trunk area from a disturbed by-pack bag for vehicles delivered with safety seals and the
safety seal is broken
Missing items from the cabin area
o As of VIN 54010962, Volkswagen Golf vehicles are delivered with two remote keys attached to the passenger
seat belt shoulder anchor
Undercarriage damage

Warranty claim damage
The following items are to be corrected under warranty:
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Corrosive acid or fluid dripping damage to vehicle exterior. Stains not caused by carrier on exterior
Wavy sheet metal; file, grinder or weld marks; painted-over dents with a severity 1 code
Chips on panel edges other than left front driver's door
Sheet metal protrusions of any size, unless evidence supports carrier liability or abuse
Paint damage caused by misalignment of panels or moldings
Damage under undisturbed RAPGARD/Vehicle Shipping Cover/Safety Seal
Missing moldings, emblems or decals when there is clear evidence of no installation (i.e. holes not drilled for installation)
Shortage of standard equipment (determined by the vehicle’s model code) and loose shipped items such as antennas,
license plate brackets, keys (except for vehicles delivered with the keys attached inside the cabin area, for example, keys
attached to the passenger seatbelt shoulder anchor), wipers, wheel covers, centre caps, floor mats, etc.
Missing items from the cargo/trunk area and from the by-pack bag if the Vehicle Shipping Cover/Safety Seal is not
disturbed
A repair order must be opened within 2 business days from vehicle delivery by the carrier
A warranty claim must be submitted within 15 days from carrier delivery

Volkswagen strongly recommends that the vehicle delivery inspection for missing items be performed at the same time as the 48hour battery test.
For missing items covered under warranty:
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A repair order must be opened within 2 business days from vehicle delivery by the carrier
A warranty claim must be submitted within 15 days from carrier delivery
Missing items such as antennas, floor mats, and fuses should be claimed separately from the PDI (parts only) since the
time to install them is included in the PDI. Do not charge out labour on the claim. Delivery receipt must be kept with the
warranty repair order.

Inter-dealer transfers
It is the responsibility of the repairing dealer to make transportation damage repairs and to file claims.
Once a vehicle is dealer-traded, neither Volkswagen nor the carrier are responsible for missing items, both dealers involved must
work together to come to an agreement.
Mis-built vehicles
A mis-built vehicle is defined as a vehicle with optional equipment that does not match the Monroney Label. Volkswagen Warranty
is not involved. When a vehicle is received, and equipment on the vehicle does not match the Monroney Label, either missing (not
presumed theft) or additional, the Volkswagen Area Team must be notified within 24 hours (next business day) after receipt. A
new Monroney Label will be issued.
Receipt of vehicles with major damage
Major damage is defined as steering, powertrain, structural, or safety equipment damage, or damage repair costs exceeding
$CDN 1,500. The dealer must temporarily store a vehicle that has flood, fire, or other major damage, even if it will not be repaired.
The transporter is not authorized to move the vehicle to another location. Notify the Transportation Department Damage Analyst a
t 877-365-0343 who will determine disposition of the vehicle. Be prepared to send an estimate of repair, copy of the delivery
receipt and pictures, when available. Do not begin any repairs prior to the Transportation Department's disposition notification.
Photographs
Digital photographs for each vehicle must accompany a transportation claim when:
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Labour for straightening exceeds 200 time units
Body parts that exceed $ CDN 300 warranty price are replaced
Glass is replaced

Salt water damage
Notify the Transportation Department Damage Analyst at 877-365-0343 within two business days of vehicle receipt for any salt
water damage.
Salvage parts
Whenever transportation damaged parts (body or mechanical) are replaced, all damaged parts must be retained for at least 30
days from date of carrier notification, ready to be surrendered or shipped (collect) when requested by the carrier/handler. It is the
responsibility of the dealer to notify the carrier of salvage parts availability. Notification may be made via the Salvage Availability
Notification Letter available in the New Vehicle Receiving and Inspection Guidelines published by the Volkswagen Transportation
Department or on ElsaWeb > ServiceNet under VGCA Warranty > Transportation Guidelines.
Repair completion
Transportation damage repairs must be completed within 30 days of vehicle receipt.
Transportation claim submission
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A transportation claim must be filed within 45 days after vehicle receipt.
SAGA claim entry: A specific process is used to file a transportation claim. See ElsaWeb > ServiceNet under VGCA
Warranty > Transportation Guidelines for details on the transportation claim entry process.
The dealer must retain all documentation. Do not send any documents, including claims, directly to carriers, ports, or the
Volkswagen Corporate Office unless specifically advised to do so by the Transportation Department Claims Analyst.
The dealer is responsible to monitor transportation claims. Contact the Transportation Department Claims Analyst at 877Volkswgen Group Canada, Inc.

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365-0343 if a claim is not paid within 6 weeks.
Transportation claim reimbursement
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Reimbursement is made following approval by transportation claim adjusters. Claims are credited to the dealer's monthly
accounts receivable statement with the reference "TC" followed by the audit trail number.
Acceptance of the reimbursement credit constitutes a pledge that all repairs have been made in accordance with
standards of the applicable Volkswagen repair manuals.
Labour is reimbursed at the dealer's warranty reimbursement rate.
Parts are reimbursed at the dealer's warranty reimbursement rate for the model year vehicle being repaired.
Tires are reimbursed at dealer cost, either outside purchase or Volkswagen parts cost, as documented with the claim.
Material units and set-up time are included in transportation damage refinishing times; therefore the material units and
set-up time shown in the Volkswagen labour operation do not apply to transportation damage claims. Damage refinishing
times can be found on ElsaWeb > ServiceNet under VGCA Warranty > Transportation Guidelines.

Retention of documents
Each transportation claim file must be kept for a period of 2 years from the date the claim was paid and must contain:
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Carrier delivery receipt (consignee's copy #1) with
o Itemized, detailed, and legible damage list
o Driver's signature acknowledging damage list
o Repair order number
Original repair order (front and back) with
o List of completed repairs
o Time flag
o Materials used
Sublet repair invoices
Photographs (when required)
A copy of the transport carrier notification letter with certified mail receipt (if "concealed" damage or "subject to inspection"
damage)
Volkswagen parts order confirmation or outside purchase invoice (for tires only)

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9.2 Vehicle Inventory Storage and Maintenance
New vehicle storage guidelines
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Dealers are responsible for the storage, care and proper conditioning of new vehicles held in dealer inventory.
Damage or deterioration resulting from improper vehicle storage to items such as paint (except for chemical paint spotting
from atmospheric fallout – acid rain), trim, seals, chrome and batteries are not covered by the NVLW.
In cases where proper vehicle protection is neglected, the dealer is responsible for labour and/or parts replacement or
refinishing.

Atmospheric fallout
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Atmospheric fallout/acid rain is defined as transient particle deposition from an unidentifiable source.
New vehicles in your inventory, requiring paint repair due to chemical spotting/etching (atmospheric fallout/acid rain)
should be repaired prior to sale as an adjustment, submitted as a warranty claim.
Atmospheric fallout/acid rain which occurs while in carrier possession must be handled as a transportation claim.
FOM authorization must be obtained on all atmospheric fallout/acid rain claims before the repair is started.
After sale of the vehicle to the retail customer, chemical spotting/etching will not be eligible for warranty repairs.
Frequent vehicle washing continues to be one of the best preventative measures to minimize the risk of fallout damage.
We urge you to continue this practice.

Storage location
Vehicles should be stored in a clean, dry, closed or roofed area, if possible. When outdoor storage is used, the following locations
should be avoided:
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Low areas where flood waters can damage vehicles.
Areas adjacent to factories emitting exhaust air which is corrosive or laden with dirt of any kind.
Areas near body-shop operations.
Storage under trees, where damage to finishes may result from tree sap and/or bird droppings.
Areas near active railroad tracks.

Storage damage before delivery to dealer
Damage resulting from inadequate protection of vehicles during storage is not a warranty matter. Storage damage must be noted
on the delivery receipt at the time of delivery to the dealer (this includes atmospheric fallout damage).
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Examples: Discoloured upholstery, deteriorated paint or trim, atmospheric fallout.
Handling: File a transportation claim

Storage damage after delivery to dealer – prior to sale
In the event a new Volkswagen vehicle becomes damaged while still in a dealer's possession and prior to its first use or delivery
to a customer, the Volkswagen Dealer Agreement requires that the vehicle be repaired completely to like-new saleable condition
using genuine Volkswagen replacement parts before such use or delivery. If it cannot be so repaired, it may not be sold to a
consumer as a new vehicle and, at the discretion of Volkswagen, may not be eligible for new vehicle warranty coverage.
A vehicle which cannot be placed in like-new saleable condition must be reported by the dealer to Volkswagen (via the Area
Team), and the dealer must follow the recommendations of Volkswagen in repairing or disposing of the unit after the dealer's
insurance carrier has acted upon the dealer's claim. After the dealer's insurance carrier acts upon the claim, the Area Team must
be informed of the disposition of the claim.
Without further notification, Volkswagen may deny warranty coverage on any vehicle that has been damaged prior to retail
delivery. Warranty cancellation will be effective when there are records of damage or notification that the dealer's insurance
carrier has repurchased a vehicle as a constructive total loss. Volkswagen will notify the dealer of record and his insurance
carrier, in writing, of the reason for removal of warranty eligibility.
Volkswagen has the option under the Dealer Agreement Standard Provisions after vehicle inspection to repurchase any new
vehicle which has sustained substantial damage to prevent such vehicles from being placed in service.
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Dealer action: Inform your Area Team of any substantial damage and of your insurance carrier's decision.
Area team action: Inspect vehicle(s) and prepare report

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Also:
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Proper maintenance and protection of new vehicles in storage is the dealer's responsibility. Repairs resulting from
improper maintenance and storage are not reimbursable.
Minor damage, such as paint scratches under the RAPGARD that may not be noticed before removal of the guarding,
may be eligible for warranty coverage.
Sheet metal damage must be identified during the unloading inspection and be noted on the delivery receipt and must be
co-signed by the trucker.

Flood or fire damage vehicles
Dealer is hereby notified that flood or fire-damaged vehicles must be scrapped and may not be used except for scrap; vehicles
with lesser damage will be considered on a case-by-case basis.
Disclosing damaged vehicles
There are a small percentage of vehicles that have been brought up to factory standards due to factory imperfections or
transportation damage.
The ports will apply a white round sticker with a blue "W" in the centre to the windshield indicating that a particular vehicle has had
a repair(s) performed on it. With this notification, dealers only have to inquire about stickered vehicles.
The sticker has to be removed prior to retail delivery.
Volkswagen dealers must view disclosure information in ElsaWeb for all enhancements done to a vehicle prior to retail delivery. It
is the dealer's responsibility to inform the retail customer if the vehicle falls into the disclosure parameters applicable to the
province in which the vehicle is sold.
If you have questions regarding Disclosure Claims, please contact the Transportation Department Claims Analyst at 877-3650343.
Maintenance
The dealer is responsible for any and all maintenance prescribed by the manufacturer during storage until the vehicle is sold. This
may include routine battery charging, road tests, etc. The dealer must follow the current published maintenance program and
retain documentation to show that the maintenance has been done completely and regularly.
Missing vehicle literature
When new vehicles are received from Volkswagen with the incorrect or missing vehicle literature, a SAGA claim may be
submitted to seek reimbursement for the replacement(s).
SAGA claim submission can be for the following literature:
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Owner’s Manual