Refunds and Return
Most of our platforms have a 30-day return policy; be mindful of those that do not!
We do extend a 30-day, no-questions-asked return/refund policy across company lines. This return policy extends to unused, unopened products. However, there are different circumstances for different situations and there are times when we need to review each refund/return individually.
Customer Choice Return:
When it’s the customer’s choice to return an item because they changed their mind or it simply wasn’t what they wanted, they are responsible for the cost of returning the order or items.
Note:
Each return label request gets reviewed. There are many times that, after review, a return label will not be issued due to the cost of returning an item that is damaged, defective, or mis-shipped.
If a customer is persistent and wants a return label emailed to them for an item that was damaged, defective, or misshipped, please reach out to a lead on the Customer Service Intercommunication Channel in Slack using the following format: @csr-leads order Sxxxxxxxx Joe Smith, requesting status on the return label for damaged items. Requesting priority review of return label quest.
All notes on Shopify order.
Shipping terms regarding order status:
*Issued and Draft- means that they are in the warehouse but not selected to pick yet, working their way to the front of the line
*Committed and Processing- means that it is going to be printed shortly for picking
*Picking- means that they are in the hand of a crew member and being picked and packaged
*Awaiting shipment and Ready for Carrier means that it is already in the boxes and sitting at the Shipstation awaiting a label
*Labeled and Ready for UPS means that it is already loaded and in the hands of UPS
CUSTOMER SERVICE TEAM EXPECTATIONS:
Disclaimer:
**THIS IS FOR CUSTOMER CHOICE RETURNS ONLY**
NOTE:
REMINDER:
The Customer Service Representative IS required to inform the customer that the shipping cost to send the package to the customer will be deducted from their refund.
IT IS REQUIRED TO ANNOTATE THE TIMELINE IN SHOPIFY THAT THE REFUND POLICY WAS COMMUNICATED WITH THE CUSTOMER AND THE CUSTOMER EMAIL TEMPLATE WAS SENT
The Customer Service Representative IS required to inform the customer that the shipping cost to send the package to the customer will be deducted from their refund.
If a customer wants to return an item/order that is within the brand-specified website’s time frame, the customer is required to contact customer service, and the Customer Service Representative will provide the address for the return and note the Shopify timeline.
After the customer has been advised of the return process, the Customer Service Representative is required to send a follow-up email advising that the shipping cost for their delivery will be deducted from the total refund amount; the Customer Service Representative will also provide the return address information, utilizing the following template:
Subject: Return Instructions for Order #[Order Number]
Dear [Name],
Thank you for contacting us regarding the return of your [item]. We are sorry to hear that you are not satisfied with your purchase. As per our discussion, the return address is [insert the correct company’s return address here].
You have the freedom to choose the carrier for the return shipment. Please note that you will be responsible for the shipping costs to return the product to us.
The shipping cost incurred for sending the product to you initially will be deducted from your refund, totaling $0.00.
Your refund will be processed upon receipt of the product at our warehouse.
We appreciate your order and apologize for any inconvenience.
Thank you.
Sincerely,
[Your Name] [Your Company and Contact information]
The Customer Service Representative is required to submit a refund form
Refunds: Partials & Modifications & Instore credit 2024
1. If the tracking information shows that UPS returned the package to the sender (without the package ever reaching the customer), a Customer Service Representative is required to reach out to the customer to determine if the customer prefers an NCO or refund
NOTE:
After 3 unsuccessful attempts of reaching out to the customer and not getting a response, the Customer Service Representative is required to complete the refund request form and alert a Team Lead in Slack using the 3Cs. (Clear, Concise, and Complete Notes)
Refunds: Partials & Modifications & Instore credit 2024
If the customer had an order and the shipping was free due to meeting the minimum threshold- It cost Ready Alliance to ship that order to the customer with the position that the customer would be keeping the order so if they return the order, the cost for Ready Alliance to originally ship that order should be deducted from the refund.
Make sure we are sharing with the customer that any refunds will be less delivery charges (cost to ship to them) as well as, any applicable return label fees. Please note to the order timeline that the customer understands both of these charges. When completing the Refunds Form, please ensure your total includes the deduction for the return label fees and shipment cost (found in the RA tool).
The shipping cost needs to be located and deducted from the refund amount requested on the Refunds: Partials & Modifications & Instore credit 2024 Google Sheet.
You can find shipping costs in the RA tool this cost needs to be noted and deducted from the refund on the Refund request form
