LL - Return Tracking Received Process
Return tracking received process
On our return instructions, we ask the customer to return their package using a return tracking number and to email us their return tracking number in order to get a refund. Therefore, if the customer doesn't provide proof of the return, we will delay their refund until they do.
The receiving CH agent, should reply back, and ask them to provide the return tracking. Once the customer has provided tracking the ticket should be assigned to the refund team to process the refund.
Q: If a customer didn’t send their return with tracking or lost their tracking, should we deny the refund?
A: Yes, we should deny the refund until they can provide tracking. (Unless they specifically state they used a “return to sender” option).
Process: If they emailed us, use the "return tracking received" workflow in help scout.
First, merge the return instructions to the ticket with the return package information.
Next, change the subject to help the REFUND TEAM identify the actions she needs to take: "Return Tracking Received for CeraLift Order 1234565orSCS-12345"
Then - add a note providing details about which order(s) to refund and include the return tracking number.
Finally:
- Select the Y option for the custom field - "Return Tracking Received"
Helpscout will email the customer, and assign the ticket to the REFUND TEAM automatically.
By Phone
If the customer called us, check HelpScout for an existing ticket relating to their returned tracking information. Make a note on the ticket that the customer called, etc. Run the return tracking received workflow as described above.
The customer email will usually look like this. See ticket 1139331 in helpscout for an example:
Saved Reply: If the customer does not provide their return tracking, use this saved reply:
Orders - Return Tracking NOT Received
Subject: Just One More Step to Complete Your Refund
Hi {%customer.firstName,fallback=%},
Thank you so much for sending back your order! We completely understand how eager you must be to get this resolved, and we want to make sure your refund is processed as quickly as possible.
To finalize everything on our end, we just need the tracking number for your return as noted in our return instructions.
Once we have that, we’ll be able to issue your refund right away. If you’ve already sent it, feel free to forward that info to us. Otherwise, your refund will be processed once your package is checked in at our warehouse.
We truly appreciate your understanding {%user.firstName%}, if you have questions or need assistance, please don’t hesitate to reach out. We’re here to help!
Looking forward to hearing from you so we can get your refund processed.
cc: https://docs.google.com/document/d/1HSRcOZfHVt4J9Vs-S6t5Cx0mtSrR7iKFTPEwbS-K5DM/edit?usp=sharing