LL - International Return Instructions Process

Procedure: Handling Return Requests from Customers Outside the US

Purpose:

To outline the process for managing return requests from customers located outside the United States, where return shipping costs, duties, and taxes make it impractical to accept product returns.

Policy Overview:

We do not accept returns from customers located outside the United States due to the prohibitive costs associated with shipping, duties, and taxes. To provide a satisfactory resolution for our customers while minimizing additional costs, we offer an 80% refund for customers to keep any remaining product. If a customer says they've used all their product, insists on a full refund or expresses dissatisfaction with this offer, we will issue a full refund.

Procedure:

1. Identifying Eligible Return Requests:

   • This policy applies to all return requests from customers located outside the US. It is important to identify the customer's location before proceeding with any return instructions.

     —Initial Offer – 80% Refund:

   • For “normal” return situations (such as incorrect orders, dissatisfaction with the product, or the product not working as expected and has bottles to return), the Customer Happiness Team should offer the customer an 80% refund to keep the product.

     • Example Script:

       "I understand you'd like to return the product. Since returning it from your location may involve high shipping costs and additional duties or taxes, I’d be happy to offer you an 80% refund to keep the remaining product. This way, you can avoid the hassle and expense of returning it."

2. Handling Pushback or Escalations:
   • If a customer states they have no remaining product, insists on a full refund after being offered the 80% refund, or if they express significant dissatisfaction, you should proceed with issuing a full refund.

     • Example Script:

       "I completely understand your concerns, and I want to ensure you're fully satisfied. I'll go ahead and process a full refund for your order."

3. Exceptions and Special Cases:
   • In cases of nothing to return, escalations, serious adverse reactions, or other significant issues, it is acceptable to issue a full refund without attempting the 80% refund offer first.
   • Your TM or TL should be consulted for guidance if there is any uncertainty about the appropriate resolution.
4. Communication Guidelines:
   • Always approach return requests with empathy and understanding.
   • Clearly explain the reasoning behind the 80% refund offer, focusing on the benefits to the customer (e.g., avoiding the hassle and cost of international returns).
   • Ensure the customer feels heard and valued, even if the resolution does not involve returning the product.
5. Documentation:
   • All return requests and resolutions should be documented in the customer’s account records for future reference.

Manager Involvement:

If you encounter any challenges with customers outside the US regarding this policy, please communicate with your team manager (TM) or team lead (TL) to determine the best possible solution for the customer.