LL - International Return Refund Guidelines
Procedure: Handling Return Requests from International Customers
Policy Overview:
We do not accept returns from customers located outside the United States due to the high costs associated with return shipping, duties, and taxes. To ensure customer satisfaction while minimizing these costs, we offer a prorated refund based on the number of bottles the customer has remaining (full, partially used, or empty), in line with our current Return Refund Guidelines.
Procedure:
- Identifying Eligible Return Requests:
- This policy applies to all return requests from customers outside the U.S.
Always verify the customer’s location and confirm the quantity of bottles they have before proceeding with a refund.
Communication Guidelines:
- Always respond to return requests with empathy and understanding.
- Clearly explain our guarantee to the customer, emphasizing the benefits (e.g., avoiding the hassle and cost of returning products internationally).
Our Guarantee (Across All Brands):
Every order comes with a 1-year purchase protection. If the product didn’t work as expected, customers can return all their bottles (full, partially used, or empty) for a full refund. If they don’t have all their bottles, they can return what they have for a prorated refund.
Make sure the customer feels heard and valued, even if a return isn’t required.
Documentation:
Always document all return requests and resolutions in the customer’s account for future reference.
Manager Involvement:
- If challenges arise with customers outside the U.S., consult with your team manager (TM) or team lead (TL) to find the best solution.
Refund Request Email Templates:
Step 1: Determine the Number of Remaining Bottles
SR: Returns - Determine number of remaining bottles
Subject: Assistance with Your Refund Request
Hi [Customer Name],
Thank you for reaching out and sharing your experience with us. I’m sorry to hear that [Product Name] hasn’t worked as you'd hoped. Your satisfaction is very important to us, and we want to make things right.
Could you kindly let us know how many bottles you have left (whether full, partially used, or empty)? We will promptly process a refund for those.
We’re here to ensure this process goes smoothly, so please feel free to reach out if you have any questions. Thanks again for giving [Brand Name] a try, and we look forward to hearing from you soon!
Step 2: Customer Provides Number of Remaining Bottles
SR: Return Request - International - Confirmation
Subject: Confirmation of Your Refund Request
Hi [Customer Name],
Thank you for getting back to us. Since your order was placed from outside the U.S., we don’t require you to return the product. Instead, we’ll offer a prorated refund based on the number of bottles you have remaining.
We’ll process a refund for [X bottles] and send you a confirmation once it’s completed.
If you have any questions or need further assistance, please don’t hesitate to reach out. Thanks again for giving [Brand Name] a try!
cc: https://docs.google.com/document/d/1e-gD5KSMxLVRdH_0_EzT_WaNzslm2LNq9dxfr0IySBs/edit?usp=sharing