Coco Republic – Specifications

UPDATE 4/4/24?    After receiving our PO, please adhere to the following:

• Contact the client within 48 hours and discuss and agree to a time and date that works for both the client and you.
• Confirm address, phone number and contact name before attending to jobs. There are times when the contact we provide you is different from the contact overseeing your inspection. There are varied reasons why this might be the case, but an example would be when you need to deal with the Interior Designer the client has working on their behalf OR you might need to speak with the clients child, housekeeper or site manager while the client is at work or elsewhere and cannot be at home.
• Be prepared to complete the job at this initial inspection if there is a reasonable chance to do so. We would define reasonable as being a job simple enough to complete with resources and materials you have on hand, within a time frame that doesn’t impact your day too extensively. Although costs are hard to quantify, use best judgement to know when a job can proceed at a reasonable cost. Otherwise, call the number provided on the PO to discuss with the COCO Republic contact before proceeding.

After the inspection, your report is due 24-48 hours and MUST include the following:

• In your professional opinion, where do you feel the issue occurred? (eg: Warehouse, Manufacturing, Shipping, Client’s house etc)
• In your professional opinion Which party(s) may be at fault? (this is different to the above as the damage may have occurred at the clients house but it might have been the transport/installation team who caused it – for example)
• A cost and timing estimate for repairs that require a re-visit or if the item needs to be taken back to your facility.
• Any other relevant information you feel should be noted – As experts in your respective fields, please note anything else you come across that COCO Republic should know about. An example would be any other issues or potential issues you noticed at the inspection that may not have been listed on the original PO.
• Photos – See below

All reports MUST have photos that identify the following:

• What the problem is.
• ID labels or ‘Golden Ticket’ labels to identify the batch or production run of that item.
• What work you have done to rectify the issue (if you could) or the reasons why the job couldn’t be completed.
• Photos showing the finished product after repairs/rejuvenation.


Please note: Our goal at COCO Republic is to provide the best possible outcomes to our clients in accordance with not only consumer laws but also our policy on maintaining good customer experiences. To ensure we can achieve this, we need to be consistent and thorough with how we manage any issues with our products and services. As such, please reserve your summaries of these inspections/repairs for the report you provide to us at COCO Republic, so that we can manage the cases through accordingly.
Please do not discuss the following with the clients:

• Any costs – this includes but is not limited to; the cost you charge for our inspection, costs associated with the repair, cost of materials, quotes and/or estimations.
• Opinions on the quality or reliability of our goods – We ask these are highlighted in your report for COCO Republic only.
• Opinions on the information provided by our Showroom, Hub, Support team or any other COCO Republic staff – An example of this will be when you might disagree with the recommendations given by COCO Staff on one or more of our items.
• Discussions about who you feel is specifically at fault – This is for COCO Republic to understand only. We can discuss these matters directly with the client if required.
• “Next steps” – This can set an expectation for a client which, after our assessment, may NOT be the best way forward. Best not to discuss what you think should happen next.

We understand that clients will at times ask you and your staff questions about the job while the inspection/repair is taking place but please keep all discussions general in nature. For any complex questions particularly regarding the above, please direct the client back to their contact at COCO Republic.
Note: There is no restriction on asking clients relevant questions to help with your inspection and repair. Just keep the above in mind when doing so.