1. Phone Team Coverage

• 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

2. Phone & Email (Shared Responsibility)

• Check tracking information:

  • Confirm if package is returned to warehouse.

3. Email Team Coverage

A. If WITH Tracking

• 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.

B. If NO Tracking (BAU)

• Request photo proof of returned products.

• Track/confirm if return is received in warehouse.

• Once confirmed:

  • Process refund.

  • Send Refund Processed macro.

4. Key Rules

• 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