This SOP outlines the standardized process for handling unauthorized or unexpected returns, including Return-to-Sender (RTS) shipments caused by courier issues or customer-initiated returns without prior notice. It guides Operations Support staff in prioritizing reshipment and retention before issuing refunds, ensuring alignment with company policies.

The process aims to maximize retention by reshipping returned orders whenever possible, maintain consistent and timely communication with customers through email, SMS, and outbound calls, and support smooth operational workflows. By following structured outreach steps and thorough documentation practices, the team can enhance customer satisfaction and uphold operational efficiency.

Ops Support will receive returned orders through the following channels:

• Returned Orders Escalations + RTS RETENTION TRACKER 2025

  • https://docs.google.com/spreadsheets/d/1lhopvjpRtK2-yzvD_3pxddsBYjZ8MWvR3WO-rTFcFtk/edit?gid=1964312440#gid=1964312440 

• Daily Email Notification: Return Orders Escalation

• If tracking shows “Label Created” or “Info Received,” confirm first whether the order has already been reshipped.

• If already reshipped: DO NOT contact the customer.

JP fulfillment reviews orders daily and automatically reships any orders stuck in the same status for 5 days.

Review tracking details and determine the actual cause of the return.

Follow the SOP for Address Corrections to locate and verify the correct customer address.

Guide: Address Corrections

• Check Zendesk for any prior tickets that may explain the return.

• If none found, send an outbound email to the customer.

Based on the review and investigation, send an outbound email to the customers using the appropriate RTS Retention macros

Macros available (covers the discovery questions)

• [RTS RETENTION] Returned Due to Stuck in "Shipping Label Created, USPS Awaiting Item" Status

• [RTS Retention] Unexpected/Unauthorized Customer Return WITHIN MBG

• [RTS RETENTION] Returned Due to Courier/ Shipping Issues (Non-Customer or Non-Konscious Causes)

• [RTS Retention] Unexpected/Unauthorized Customer Return OUTSIDE MBG

• [RTS RETENTION] Returned Due to Address Issues

• [RTS Retention] Follow-up Email

• [RTS Retention] Canada Customs Refused (Orders with more than 3 bottles)

NOTE: Customers will be sent an automated follow-up email if they do not respond to the initial email within 48 hours.

For U.S. orders within MBG:

• Make outbound calls and SMS until the customer responds.

• If customer chooses reshipment → Ops Support proceeds to reship.

• Use Overcoming Objections & Acknowledgments + Save Offer macros.

• Only offer a save discount if the order has NOT previously been refunded for a cancellation or return request for the same order or other orders for the same SKU within the same year.

  • For orders UNDER $500, offer a 30% partial refund plus free reshipment

  • For orders $500 and ABOVE, offer a 50% refund plus free reshipment

  • Skip retention for single bottle RTS 

Note: Order value refers to the product value, shipping cost excluded

• Proceed to reshipment and partial refund for the customers who accept the retention offer.

• If all retention efforts fail, endorse the case to the Refunds Team by updating the order status to 'Kiri for Refund' and assigning the ZD ticket to Anil. This also applies to customers who remain unresponsive 48 hours after we send the second follow-up email.

Note: For Canada returns due to customs issues, if the customer declines the retention effort from the macro, proceed with the refund—do not offer the 30%/50% partial refund.

Reminder: Leave notes in the relevant tools (e.g., Shopify, Samcart, ZD)