LL - Warehouse Returns Process

Processing Returns in Pitney Bowes SOP

Log in to Pitney portal

Click on FulFillment, then returns, then “search”, select date range of “all”

The list will show all returns that need to be processed…we always want to work the oldest return first.

1. Click on the order at the top to view what the customer is returning
2. Search HS for the Return Notification email that is sent from Pitney 
   1. If you have no order number, use any information on the entry in PB to locate the order using all resources available to locate order (HelpScout, Sticky, Order Desk, Shopify, etc)

3. Scan the list of tickets by looking at the titles for keywords (Reship, refunded, misship, etc) to let you know what might be going on with the order
   1. Reship: check PB that only one order returned
   2. Refund: Scan the other tickets to see what is going on with the order
4. Once you know the “story” of the return, open the “Return Notification” ticket from Pitney
5. Edit the ticket:
   1. Use the change customer feature to convert the ticket to the customer name/email.
   2. Assign to correct Health Brand (DML, SCS, VFI, RAD, etc)
   3. Order number in title
   4. Note the ticket with the order story
      1. Brand, order number, agent initials
      2. Order #
      3. Returned
      4. Action completed or what needs to be done
      5. Reason for return if accessible
      6. Update the Zoho complaint form with the “notes” in the portal
   5. If no action is needed
      1. Change the ticket to customer profile 
      2. Double check if it is a subscription
         1. Make sure edited or canceled
         2. If not canceled, please cxl and note ticket

6. If a refund has not been processed make sure you fully understand the reason the product was returned - if it is not clear, take steps to contact the customer to determine what they need. 
   1. Call customer
      1. If no answer, send email
      2. Assign open ticket to “Anyone” and tag “Call next”
   2. See example below:
      1. This customer only returned FTN & the notes in previous ticket was not clear so we needed to contact customer

f) If a refund still needs to be processed & you do not have access, leave under “Newgistics Fulfillment” and keep the status “open, assign to GiGi

2. See Example below

6. Once the ticket is noted and you have processed the refund, go back to Pitney Portal to archive the return
   1. Click on the box at the end of the return entry
   2. Click the “Archived Selected” 

7. We want to process returns on a daily basis to make sure they are being processed in a timely manner to avoid chargebacks

cc: https://docs.google.com/document/d/1ZldkIcpOHP-8Ytu58yiIlvfi53WJWlc6C5uYIAz9JYY/edit?usp=sharing