Renovation Toolkit · Guide 11
Report an Issue
A problem reported completely moves before install day. A problem reported in pieces waits for the missing pieces.
ACK# + POS# + photos = an actionable claim
Purpose
One complete report — the fastest path to a replacement.
When
Within 7 days of delivery — or the day something is found.
Who
Customer, installer, or dealer.
The work — three things, every time
1
Find the numbers
Every item has an order number (ACK#) and a position number (POS#) — on the delivery note and on the white sticker on the product.
2
Photograph it two ways
The issue itself, and the white sticker. The sticker finds your exact part.
3
Send one report
Everything in one list: ACK#, POS#, what’s wrong, photos attached. Please submit all issues together, at once — we can only place one replacement order per project, so a complete report is the fastest path.
The gateOne email · ACK# + POS# + photos. That is an actionable claim.
Handoff
One email to customer support with everything attached. It becomes a single replacement order.
Escalate
Not sure how to identify what you have? Contact customer support.
This resource is optional and provided for general guidance only. It reflects suggestions based on industry standards. No information is collected or stored through this document, and no responsibility is assumed for its use. All work should be performed by qualified professionals and verified against project-specific documents and site conditions.