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Provide Return Instructions to Customers
Provide Return Instructions to Customers
When a customer requests to return an item, give them the return instructions.
Include the return address
Include their name and email on a piece of paper and put it inside the return package.
Get a return tracking number
Send back all bottles, including empty ones
Return Department Address:
285 Northeast Ave
Tallmadge, OH 44278
Customer Sends Back the Package
Customer Sends Back the Package
Customers must ship the item back and keep their return tracking number.
Once shipped, they should contact us and provide the tracking number for “real time” refund
If the customer does not reach out, we’ll wait for a Jetpack notification to confirm the return.
Check Fulfillment Records
Check Fulfillment Records
Go to the Fulfil Manager (https://fulfil-manager.jetpackshipping.io)
Look under Fulfillment Records to see if a package has been returned.
There are two types of returns:
Expected Returns → Customer requested return instructions.
Unexpected Returns → Package returned without prior notice.
Verify Order Details
Verify Order Details
Open the returned order record.
Compare the returned items with the original order:
Check product name, quantity, and refund status.
If the order is already refunded, no further action is needed.
Handling Expected Returns
Handling Expected Returns
If the return was expected:
Confirm the package was received.
Process the refund immediately.
Update the order notes in the system.
Handling Unexpected Returns
Handling Unexpected Returns
If the return was not expected:
Attempt to contact the customer up to three times.
Confirm whether they want:
A reshipment of the item, or
A refund
Do not process the refund automatically unless confirmed by the customer or you have not reached them by the 3rd time.
Failed Deliveries
Failed Deliveries
If the return was due to delivery failure:
Contact the customer and ask if they:
Want the package resent.
Prefer a partial refund.
Decline the package entirely.
NOTE: For tracking status indicates 'DELIVERED,' but the customer reports non-receipt of the package.
Verify the accuracy of the shipping address.
Initiate re-shipment if the address is correct and the package cannot be recovered.
Daily Returns Review
Daily Returns Review
Every morning:
Check Jetpack for new returns since the last processed date.
Work on returns sequentially by date.
Minimize processing too many refunds at once to avoid triggering fraud alerts.
Follow Step 5 and 6
Special Cases
Special Cases
Subscription Orders:
If a customer didn’t know they were on a subscription and returned a rebill order, confirm and process a refund for the unwanted shipment.
Note: The refund will not automatically cancel the subscription, it needs to be cancelled separately.
Check Refunds:
If the payment gateway is disabled, request a check refund instead.
To see guide on how to check refund, go to Processing Check Refund Requests
Handling RMA Requests, Returns & Refunds
Handling RMA Requests, Returns & Refunds
Customer Request for RMA
If a customer requests an RMA before returning a product.
Acknowledge their request politely.
Clarify that our company does not issue RMA numbers.
If the customer insists on an RMA number, escalate to Fran.
The customer wants to cancel, but the fulfillment can’t be canceled (means it’s already been shipped).
Email the customer that the product was already shipped and to return the product and call.
Note: He can't refuse shipment because that ships back the other product as well.
Connect with Jetpack via Teams (once we are connected there)
Escalate.
Same day returns/refunds.
ALWAYS offer SAS - that includes up to 50% off for them to keep it.
Enter proper notes that you offered SAS and what %
If you have to refund - do not REFUND but use VOID as an option.
If needed, cancel shipment
Note: We do not provide pre-paid return shipping, unless we are the ones that sent an incorrect product.
Refunds for Closed Accounts
Refunds for Closed Accounts
Process Steps
Process Steps
1. When Customer Mentions a New Card or Account
If the customer says they have a new card or a new account but with the same bank:
Politely explain that the refund will still be credited to the original account, regardless of the new card, as long as it’s the same bank.
2. If Customer Claims the Bank Returned the Refund
If the customer insists their bank sent the refund back to us:
Request that they provide a formal letter from their bank confirming that the refund was returned to us.
Once received, escalate the case to the billing or finance team for further handling.
Refunds & Returns Reminders
Refunds & Returns Reminders
Always Offer SAS
Offer Save-a-Sale (SAS) up to 50% off for the customer to keep the product.
Clearly explain the SAS offer to the customer.
Document SAS in Notes
Enter proper notes that you offered SAS.
Include the exact percentage offered.
If SAS is Declined
Inform the customer they need to return the bottle (or product) before any refund can be processed.
Provide the return address or label according to policy.
Note in the case that the product return has been requested.
Refund Handling
Do not use “Refund” — use “VOID” as the option if a refund must be issued.
Ensure the case reflects the action taken.
Cancel Shipment if Needed
If the order is still in fulfillment and must not ship, cancel shipment promptly.
Example:
https://crm.konnektive.com/customer/cs/details/?customerId=1090979
Training Video
Training Video
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