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.
Q: What actions should you take if a customer says they've sent back the product, but they do not provide a return tracking number, or you can't access the tracking link they provided?
- A: If they don't have proof that they returned the package, you can proceed as if they had provided the return tracking number. NO need to ask them to provide it. We will take their word for it.
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:
