Product return from market (Claim material)

I have few quires on Certain process and relevant clause

1)Under which clause should we consider product return (Claim material is to be considered)

2)Relevant clause for customer claim that includes Claim registration , evaluation , analysis and claim closure as per 2015 standard

 

Dear RAjan

Normally when this happens, is usual to raise a NCR, in which is reported the nonconforming product. its identification, the disposition and closure.

Not knowing in detail your case, it may fall into this clause, see below.


8.7 Control of nonconforming outputs
8.7.1 The organization shall ensure that outputs that do not conform to their requirements are
identified and controlled to prevent their unintended use or delivery.
The organization shall take appropriate action based on the nature of the nonconformity and its effect
on the conformity of products and services. This shall also apply to nonconforming products and
services detected after delivery of products, during or after the provision of services.