If return tracking is available:
Do NOT endorse to Email Team.
Check tracking status.
Once confirmed that the product is returned to the warehouse, process the refund.
If there's tracking info and it's not delivered yet or the status is in-transit, we provide assurance to the customer, save the details of the customer in Return Tracker, monitor the return and process the refund automatically once received, as promised to the customer.
> Endorse to Email Team to send Macro for the confirmation of Refund.
If NO tracking:
Follow BAU process:
Educate customer about refund process.
Advise to send photo proof of returned items.
Inform that return must be confirmed received in warehouse before refund.
Endorse to Email Team for monitoring. (use refund tracker to check the status of the returned items)
Tracker: https://docs.google.com/spreadsheets/d/16bhrtUUuVj7rkN7qP4XVgCWF6VqLzqkZy-7ugbFrRIA/edit?gid=0#gid=0
Check tracking information:
Confirm if package is returned to warehouse.
Monitor and track the return.
If NOT yet delivered to warehouse:
Send macro: Return Status & Refund Processing (assurance + tracking guidance).
If DELIVERED to warehouse:
Send Refund Processed macro.
Process refund.
Request photo proof of returned products.
Track/confirm if return is received in warehouse.
Once confirmed:
Process refund.
Send Refund Processed macro.
Refund is processed ONLY after return is confirmed received.
Always use the correct macro depending on status:
Not yet returned → Return Status & Refund Processing
Returned → Refund Processed