Company Processes Return Received

Ideas to Incorporate

Dependencies

• Customer Returns Product

Story

Carrier delivers return shipment. Shipment Receiver receives the return shipment. If the original packaging is unopened Shipment Receiver sends it to Inventory Mover for put away. Otherwise Shipment Received sends it to Repairer for review/testing, refurbishment, or disposal of damaged inventory. If Repairer finds the product to be in good condition or is able to repair the item to pass all tests Repairer changes inventory item to point to refurbished version of the product, and sends it to Inventory Move for put away. In all cases Repairer (or Inventory Mover if it does not touch the item) records information about action taken for the return shipment.

Company responds to return according to response type desired by customer and approved by CSR (see Return Handling by Response Type per Item section below).

(Refund Payment) If payment was by credit card then Company automatically refunds to the credit card as a refund against the original transaction. There may be multiple transactions if the return includes items from multiple orders. If the total refund amount is greater than 110% (or whatever value the payment gateway, CC company, and merchant bank support), then a new transaction to send funds to the card will be created (NOTE: if this is not possible with payment gateway or CC company or merchant bank then look into store credit as an alternative).

If payment was by PayPal then Company automatically refunds to via PayPal against the original transaction. If refund amount is greater than the original transaction amount the amount above the original transaction amount will be sent in a new transfer.

(Complete Return) When a return item status has changed to complete and all items waited for are received Company refunds non-item return amounts and sets the return status to complete.

Return Handling by Response Type per Item

Wait and Refund

Customer sends original item back. Warehouse (Shipment Receiver and either Inventory Mover or Repairer) processes the return and sets the item status as received. Company refunds the amount configured on the return for the item.

Wait and Replace

Customer sends original item back. Warehouse processes the return and sets the item status as received. Company creates a zero amount order for the replacement items configured on the return.

Refund Immediately (don't expect return of original)

The status for the return will be approved. Company refunds the amount configured on the return item.

Replace Immediately (don't expect return of original)

The status for the return will be approved. Company creates a zero amount order for the replacement items configured on the
return item.

Refund and Replace Immediately (request but don't worry about return of original)

The status for the return will be approved. Company refunds the amount configured on the return, creates a zero amount order for
the replacement items configured on the return. Customer may send the original item(s) back. Company receives the items and processes them.

Cross-Ship Replacement and Refund

The status for the return will be approved. Customer sends proof of shipping for orignal item(s) in the form of a tracking number or a scanned receipt or something by email. Customer Service Representative receives the email and sets the return item status to "proof of shipping received". For item(s) to replace Company creates a zero amount order for the replacement items configured on the return. For item(s) to refund Company refunds the amount configured on the return. Customer sends the original item(s) back. Company receives the items and processes them. Company sees that the replacement has already been sent and sets the return status to complete.

If X days have passed and the original item(s) have not been received for the return Customer Service Representative contacts customer once to try to find more information and resolve the issue.