LL - Return Shipping Label Process

Customer Happiness Agent Guidelines:

General Policy: We do not typically reimburse customers for postage fees, pay for return shipping, or provide free return labels. This is because we already offer free shipping to U.S. customers when they place an order. While it’s free for the customer, we still cover the cost to ship their items from our warehouse.

Per our Guarantee: All bottles unopened, opened, empty, or partially used should be returned to qualify for a full refund. Otherwise, we will refund the customer for every bottle they return.

Change of Mind:

If a U.S. customer changes their mind and no longer wants the product, we request that they return all bottles (opened, partially used, empty, and unopened) in exchange for a full refund. Customers can obtain an RMA and return instructions through our self-service portal:

help.delmarlaboratories.com
help.suncoastsciences.com
help.radiant.me

Alternatively, a member of the Customer Happiness team can arrange to send return instructions when needed.

Exceptions for Providing Free Return Labels:

There are only two exceptional circumstances where we provide a free return shipping label (or reimburse the customer for return shipping):

1. Our Mistake:

If we make an error in the order or fulfillment process, and it's cost-effective to reclaim the product, we will provide a return label.

Examples:

Multiple Bottles of Wrong Product: If we mistakenly sent the customer several bottles of the wrong product, we would want to correct the order and reclaim the incorrect inventory.
Single Bottle Error: If only one bottle was sent incorrectly, we would typically allow the customer to keep the bottle, as the return shipping cost would likely exceed the cost of manufacturing the product.

2. Highly Distressed Customer:

If a customer has been provided return instructions but refuses to return unopened items at their own expense, the receiving agent should always reinforce the return policy. If the customer becomes unusually upset, the agent should consult with their manager or the loyalty team. The manager may consider issuing a return label under certain conditions:

Single Unopened Bottle: Since it doesn’t make sense financially to provide a return label for 1 bottle, a return label will not be approved. Instead, process a refund and let them keep it.
Multiple Unopened Bottles: If more than one unopened bottle is involved, we will provide a return label to reclaim the inventory.

Serious Adverse Reaction/Event

If the customer seems highly distressed, we should issue a full refund without asking for the product to be returned. However, if they specifically request a return label and have more than one unopened bottle, we will provide one.

Factors to Consider Before Providing a Free Return Label:

Customer Agitation: Consider the customer’s level of distress or frustration and the effort involved in returning the product.
Cost to Manufacture (COGS): Our cost per bottle is generally less than $5.
Original Shipping Cost: On average, it costs us about $10 to ship a package to the customer.
Return Shipping Fees: Return labels typically cost us at least $10-$12.

Return Label Request Pro-Tip:

Based on the cost comparison above, if there is only one bottle (opened or unopened) do not approve a return label. Instead, ask the customer to toss it or give the product to a friend, and resolve their issue without requiring a return.

Arranging for a Free Return Shipping Label:

For In-House Agents:

The receiving agent is responsible for determining whether a free return shipping label is appropriate, based on the return label process.
The agent should reinforce our policy that we do not cover return shipping fees and not promise a label to the customer.
If the agent feels a label is warranted, they should let the customer know their request will be escalated for review, then assign the ticket to the Refund Team for label approval/ creation.
The Refund Team will create the label and send the customer an email with label instructions when applicable.
If issuing a return label is not appropriate, the Refund team will communicate with the customer.

SUMMARY:

If you're unsure whether a free return label is warranted after reading the rules, consult with your manager.
The receiving agent should NOT confirm with the customer that a return label will be sent, however, should clearly notate WHY they feel one is necessary before assigning to the REFUND TEAM.
- Reasons to Include in the Notes:
  - Describe why you believe a return label is necessary.
  - Note if we were at fault in any way (e.g., incorrect order).
  - If the customer simply changed their mind and doesn’t want to pay for return shipping, ensure it's noted that they’ve already been informed of our policy that we do not cover return shipping fees.
Assign the ticket to the Refund Team for further action, or post in the help channel if you're not an in-house agent.
The Refund Team will process the label request when applicable, email the customer with the appropriate actions, and document all actions clearly.

International Customers:

See International Return Refund Guidelines

Examples:

Example 1:

Scenario: Our team or warehouse made an error in the order or fulfillment process, and it makes financial sense for us to pay for the return.
- YES: The customer ordered 3 Reactivate, but the warehouse shipped 3 Omega instead.
- YES: The customer ordered 3 bottles of Reactivate, but the warehouse shipped 6 bottles.
- YES: The customer tried to cancel within 3 hours of ordering, but the Customer Happiness team was delayed, and the cancellation wasn’t processed in time.
- NO: The customer ordered 3 Reactivate, but the warehouse sent 2 Reactivate and 1 Omega. In this case, do not approve a return label for 1 bottle. Instead, send the missing bottle of Reactivate and let the customer keep the Omega.

Process for Example 1:

The agent evaluates whether the return shipping qualifies under the return label rules but does not confirm or promise a label to the customer.
Add a note in the ticket and assign it to the Refund Team with the subject:
- Subject: RETURN LABEL REQUEST - ORDER ID: 12345
The Refund Team will review the request.
- If Approved: The Refund Team will email the customer with return instructions and include the label, documenting everything in the ticket.
- If Denied: The Refund Team will send a detailed email to the customer explaining why the request was denied.

Saved Reply Example for shipping mistakes:

Hi {%customer.firstName,fallback=%},

Thank you for contacting us about your order. I'm very sorry to hear about the mix-up with your shipment.

We will correct the error and send you a replacement package, along with a return shipping label so you can return the incorrect product at no cost. Once you've received the correct order, please use the provided label to return the original package. Let us know when it's shipped back, and we'll ensure any necessary credits or refunds are processed promptly.

Again, we apologize for the inconvenience, and thank you for your understanding.

Best regards,

{%agent.firstName,fallback=%}

Example 2:

Scenario: The customer has previously received return instructions but refuses to return unopened items on their own.
- If they only have 1 bottle, we do not require them to return it.
- If they have multiple unopened bottles, we will provide a return label to reclaim the inventory. (Discuss with a manager if unsure.)

Process for Example 2:

The customer requests a refund.
The agent sends the customer to the portal/ return instructions.
The customer refuses to return the product at their own expense.
The agent replies, reiterating that we do not cover return shipping fees.
If the customer refuses again, the agent escalates to the REFUND TEAM to issue a return label - do not promise the label first.
The Refund Team will review send the label, email the customer label instructions, and document the process clearly.
If a label is not warranted, the Refund Team will communicate with the customer.

Customer Happiness team Saved Reply to refuse return shipping label - reinforce policy #1.

Subject: Re: Return Shipping Policy

Hi [Customer's Name],

Thank you for your message. I apologize for any confusion regarding our return process. Since we provide free shipping on all orders, we ask that customers cover the return shipping for any items they wish to send back.

To make this easier, you can purchase and print a return label directly through USPS. Here’s a helpful link to guide you: USPS Online Shipping.

Once you've shipped your package, simply email us with the tracking number, and we'll process your refund right away.

I appreciate your understanding, and if you have any further questions or need assistance, please don't hesitate to reach out.

Customer Happiness team Saved Reply to refuse return shipping label - #2 (customer still refuses)

Subject: Re: Return Shipping Label Request - Escalation

Hi [Customer's Name],

Thank you for reaching out, and I truly apologize for any frustration this situation has caused. I completely understand how disappointing this must be, and I want to assure you that your concerns are being taken seriously.

While our standard policy does not cover return shipping labels in this instance, I understand that you feel this is an exceptional circumstance. To ensure we're doing everything we can, I will escalate your request to our Fulfillment team for further review.

We’ll carefully review your case, and will update you as soon as we have a resolution. I appreciate your patience and understanding as we work through this.

If you have any additional details that you'd like me to include in the review, feel free to share them, and I’ll make sure they are considered.

Thank you again for bringing this to our attention. We value your business and will do our best to resolve this for you.

Refund Team Process:

Review and process return label requests (note that labels are not approved for single-bottle returns).
Fill out the ‘PB return label requests’ tracker with all necessary details: ticket number, order numbers, SKU, shipment ID, and reason.
Add a note to the ticket indicating that the return label request has been received and tracked.
Once the return label is provided, send the customer a follow-up email using the Return Label Instructions saved reply.
Ensure that the return label type (USPS or FedEx) is checked and adjust the saved reply accordingly.

Return Label Instructions Saved Reply: (APPROVAL)

Subject: Return Label and Instructions

Hi [Customer's Name],

I hope this message finds you well. I’m sorry to hear that the product you received didn’t meet your expectations. To make the return process easy, I’ve attached a return label for you to send the product back at no cost.

You can drop off the package at your nearest post office (or FedEx location), and they’ll print the label for you.

Once you’ve shipped the package, please let me know, and I’ll make sure your refund is processed promptly.

Thank you for your understanding, and I’m here if you have any further questions.

Return Label Instructions Saved Reply: (DENIAL)

Subject: Return Label Request Review

Hi [Customer's Name],

Thank you so much for reaching out and sharing your concerns. After carefully reviewing your request for a prepaid return label, we weren’t able to approve it based on our current return policy.

Since we provide free shipping on all orders, we kindly ask that customers cover the return shipping for any items they wish to send back.

Once you've mailed your package, please share the tracking number with us, and we'll make sure your refund is processed promptly.

We really appreciate your understanding, and if you have any further questions or need assistance, please don't hesitate to reach out. We're here to help!

RETURN LABEL ISSUANCE Process:

Receive the request for a label (note labels are not approved for 1-bottle issues)
Create the label in WAREHOUSE SOFTWARE or USPS if it is a JP order.
Download the label and attach it to your email.
Send one of the saved replies below (they are different for PB and JP)

Saved reply for labels sent from PB -

Hello {%customer.firstName,fallback=%},

I hope this email finds you well. I'm writing to let you know that a return shipping label/QR code has been emailed to you.

Please check your inbox for a separate email with the subject: Breakfast Factory. It will be sent from noreply@shipment.co. (If you don't see it please check your junk mail). Besides emailing it, I've also attached a copy of the label to this email.

The email contains a QR code. You can take the QR code to the post office, and they will print out the label and attach it to your package for you.

Or you can print a label by visiting this link (Print your label here) and entering your (QR CODE + your Zip code).

Please let me know once you’ve labeled your return package and placed it in the mail and if any funds are due back to you they will be processed at that time.

I sincerely appreciate you choosing {%mailbox.name%}, {%customer.firstName,fallback=%}.

If you have any questions at all, let me know, I’m here to help in any way I can.

JetPack labels are sent from USPS - so there’s a separate Saved reply:

Hello {%customer.firstName,fallback=%},

I hope this email finds you well. I'm {%user.firstName%} your fulfillment specialist at {%mailbox.name%}.

I've attached a return shipping label to this email. Please print it out and attach it to your package. You can then hand the package to your mail carrier or take it to the closest USPS drop-off location.

Once you've shipped it back, please let me know. I will double-check that any funds due back to you have been processed.

Thanks again for choosing {%mailbox.name%}, {%customer.firstName,fallback=%}. If you have any questions at all, let me know, I'm here to help in any way I can.

There’s also a saved reply for shipping labels sent to collect back packages lost in transit when a reship has been ordered:

Saved Reply:

Hello {%customer.firstName,fallback=%},

I hope this email finds you well. I'm {%user.firstName%} your fulfillment specialist at {%mailbox.name%}.

I'm very sorry to hear that your package hasn't arrived yet and I completely understand how frustrating that can be.

We are reshipping you a new package and I've attached a return shipping label to this email so that you can send the delayed one back when it finally arrives.

Please print it out and attach it to your package. You can then hand the package to your mail carrier or take it to the closest USPS drop-off location.

Again, I'm so sorry for the delay in receiving your order.

I sincerely appreciate you choosing {%mailbox.name%},

{%customer.firstName,fallback=%}. If you have any questions at all, let me know, I'm here to help in any way I can.

Image 1:

____________________________________________________________________________________________A US customer who does not meet the requirements for a FREE label to return their items, can purchase one from us under special circumstances for $10.90.

A return shipping label can be purchased for $10.90, however we prefer that this option NOT be overused. It is for special circumstances like when a customer doesn't meet the requirements for a free label but voices other issues with returning on their own.
It isn’t for every customer who wants to return something because unfortunately, we don’t have the manpower to generate that many labels, and labels cost us more than we are charging for them. Please be cautious in offering this option.
From Zoho -
Add in your notes WHY a label has been paid for by the customer, and list the order id of the label.
A fulfillment coordinator will set up the label, email the customer instructions, and notate their actions clearly.

cc: https://docs.google.com/document/d/17whBsQC_UZuIsFowcZJw38EN62p2fdFYcfRuWevmFE4/edit?usp=sharing

Return Label Deck: Return Shipping Label Process