Shipping and Returns
Starting 2/9/2024, please assign shipping-related requests (cancellations, address changes, returns) to Elijah Delos Reyes.
Embedded Files
General Return Guidelines
General Return Guidelines
Returns eligible for direct refunds: Shopify, VeSync app, Walmart orders shipped from our warehouse
*Eligible Walmart orders can be found on ShipStation (please remove the dash in the order number).
Return Period: within 30 days of delivery
Exceptions
Orders from 11/1-12/31 can be returned by 1/31 the following year for purchases during the holiday season
*The order number must be provided, and the refund will be issued to the original form of payment.
Return Memo Chart and Urgent Return Instructions
Return Memo Chart and Urgent Return Instructions
*Assign CC and PTE-E cases to Allison Padron, Elijah Delos Reyes, Laura Schwichtenberg, or Susan Chung.
Once a CC or PTE-E package arrives at the warehouse, message warehouse/PTE/legal team notifying them of the return asking them to request a transfer (including the tracking number and the ticket number).
Creating a Return Label on ShipStation (US customers)
Creating a Return Label on ShipStation (US customers)
To create a label for orders that do not exist on ShipStation, start off by clicking Rates.
Enter the customer's Postal Code and under Weight, enter 1lb. Once FedEx scans in the package, the weight will be adjusted. Click Browse Rates.
Select Etekcity FedEx and FedEx Ground. Click Configure Label.
Select Create a Return Label, fill out Name, Company (including “ATTN:” before the return memo), Address, City, and State. Click the Refresh button under Rate and click Download PDF.
If there are two reasons for the return including CC, PTE-E, or PTE, use the mentioned return reasons for the label. In other words, only one return reason should be placed on the shipping label.
Double-check that the return label includes the reason for return under the customer’s name. If not, another label needs to be created.
Requesting Return Labels for Canada Customers
Requesting Return Labels for Canada Customers
Email Angeline Chen and CC Susan Chung
Subject - Canada Return Label (Ticket #)
Body-
Return memo: ATTN:
Is the return recall-related?:
Order #:
Model #:
Product weight:
SKU #:
Customer’s email address:
Customer’s full name:
Customer’s mailing address:
Customer’s phone number:
Inputting the Return Information on Zendesk
Inputting the Return Information on Zendesk
On the form, click Asked for item back/provided return label? (Check if “yes”). If the box is checked, you cannot solve the ticket unless the return tracking # is filled out.
Select the type of return and fill in the return tracking # (no spaces in between numbers)
*Some issues may trigger the box to be checked.
**If the item has been discarded or the customer is in Canada and the item cannot be returned, make note of it in the Return tracking # field (i.e.: Discarded or CA customer).
Lost/Stolen Shipments
Lost/Stolen Shipments
Macro: Shipping- Delivered—Lost/Stolen (didn't receive)
Upon review, it appears the shipment was delivered to the following address:[INCLUDE SHIPPING ADDRESS]
The link for the tracking information can be found here:
[PROVIDE FEDEX LINK]
Please check the front desk, mailing room (if applicable), around your home, or with neighbors.
We also ask that you allow a few more days for delivery. FedEx may drop off the package a few days after noting the shipment was delivered.
If you still cannot locate the shipment, please reply to this email.
Thank you for your patience. We are here to answer any additional questions.If the customer still hasn't received their order/replacement, apply Macro: Shipping- Lost/Stolen: Courtesy reshipment
If the customer agrees to one of the options, proceed with the request on AfterSale (For reshipments, please add the tag: signature required)
If a Shopify customer does not want to proceed with a reshipment and expresses that they prefer a refund, apply Macro: Shipping- Lost/stolen (Shopify) - Store credit (courtesy)
If they accept, request a store credit request on AfterSale.
Macro: Refund - Confirmation (Store Credit)
If the customer refuses the reshipment/store credit, please escalate the ticket to Susan (assign ticket and send a message).
*For Shopify customers, if the customer wants to return the reshipment within 30 days of delivery, provide the prepaid shipping label(s) to return for a refund, and note under Zendesk Notes and Shopify Timeline: return for lost/stolen reshipment
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