1. Missing Items

Required Validation Process:

• Verify the order contents in OMS (Order Management System).

• Confirm whether the item was not shipped or if the order was only partially fulfilled.

• Proceed with a replacement only after validation has been completed.

2. Incorrect Items Received

Policy:

A replacement may be issued without requiring the return of the incorrect item.

Required Process:

• Advise the customer to send an email with clear photos of the items received as proof.

• Once the email has been received and validated, proceed with processing the replacement.

For Phone Support:

• If the customer calls in, review the email submitted by the customer.

• After validation, the phone team may proceed with the replacement.

3. Expired / Near Expiration Date Items

Required Process:

• Validate the expiration date concern.

• Advise the customer to send an email with proof of the item and expiration date.

• Once verified, proceed with the replacement process.

For Phone Support:

• If the customer calls in, review the submitted email.

• After validation, the phone team may process the replacement.

4. Damaged Items

Required Process:

• Advise the customer to send an email showing the product condition and damage.

• Validate the claim based on the submitted proof.

• Once confirmed, proceed with the replacement process.

For Phone Support:

• If the customer calls in, review the email submitted by the customer.

• After validation, the phone team may process the replacement.

Important Reminder

Always validate complete order details and supporting proof before issuing any replacement to avoid unnecessary product and shipping costs.