Step 1. Opening up the returned items and determining the nature of the return
Look out for;
- the condition of the returned items, have they been returned resellable?
- if the items have been returned at the customer's expense or with a paid return label (this usually indicates it was our error and a refund isn't necessary)
- is the parcel a return to sender that we need to contact the customer about?
- Shipping cost is NOT to be refunded on a customer return or change of Mind.
To find out the nature of a return for sure, you'll need to have a look at the ticket
Step 2. If a refund is necessary, process the refund request
The details of the refund will need to be put into a Teams spreadsheet to be processed, which you can find in Customer Service > General > Refund Requests B2C
The spreadsheet looks like this:
Fill in as much detail as you possibly can to give context to the refund for the accounts team.
Step 3. Notify the customer of their successful return for refund