Return Refund Follow Up

Overview

Agents are not authorized to process refunds for returned orders. All return refunds are handled exclusively by our Refunds Team. This guide explains the steps agents should follow when assisting customers who inquire about the status of their refund.

1. Check tracking information for the returned order to confirm if it has been delivered to our warehouse.

2. If the return has not yet been received, inform the customer of the current return status and expected delivery timeframe.

If the return has been received:

• Check Samcart or Shopify to check if the refund has already been processed.

  1. If processed, confirm the refund with the customer.

  2. If not processed, determine how many days have passed since the return was received.

• Refunds are typically completed within 5–10 business days.

• If the return was received within this timeframe, send the Returned Items Received – Return Turnaround Time (TAT) macro to set expectations with the customer.

• If the return exceeds the 5–10 business day window, escalate the issue to the Refunds Team for further review.

• Always communicate the number of unopened bottles in the return.

• For any mentions of the following, escalate immediately to the Refunds Team:
  BBB Complaint
  Legal Threat or Formal Complaint
  Chargeback or Bank Dispute