Description:  Customer returning  not damage  items within 30 days.

Tools Needed: AMS 

Steps: 

1. Verify customer's name . 

2. Ask for any details that may help to pull up the specific order/s or item/s to be returned.

3. Don't forget to ask for the reason behind the return and if the return is for a refund or replacement.

4. Then, instruct the customer on how to return the item and provide education about Shop LC return process and policies  including turn around times for the refund/replacement. (don't be proactive about our RTL fee and restocking fee- new update as of 07-11-24)

5. Add your account notes with the return tag. ***ATTN RETURNS **** 

6. Ask for further assistance before delivering personalized closing spiel.

If the customer will ask further about our return fees, please refer to the information below:

Return Label Fee (RTL fee)

$6.49 for using our return label in returning intact items. https://www.shoplc.com/returns.html

Shipping and handling charges

Shipping and handling charges from your original order are nonrefundable unless the item is determined to have a manufacturing defect by our Returns Department. https://www.shoplc.com/returns.html

Restocking Fee

Items returned outside of the 30 day policy may not be accepted by Shop LC or will be subject to a 25% restocking fee.  https://image.shoplc.com/landing/returns/ShopLC_ReturnsForm.pdf 

Suggested Note Template:

****ATTN RETURNS **** for refund 

Reason of the call: wants to return back an item due to "(reason of return)" 

Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust to return back the item using the RTL received/edu cust about the refund TAT

****ATTN RETURNS **** for replacement 

Reason of the call: wants to return back an item due to ""(reason of return)"" Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust to return back the item using the RTL received/edu cust about the replacement TAT

Suggested Scripts:

For Refund                                                                                                 

Rest assured we will process the refund once we receive the package back to MOP it will reflect up to 5 business days depending on your bank.                                                            

 For Replacement                                                                                                                                

Rest assured we will ship out the replacement as soon as we receive the damaged item and you will receive it up to 7 business days standard shipping                 

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here

Description:  Customer returning  not damage  items beyond 30 days.

Tools Needed: AMS 

Steps: 

1. Verify customer's name . 

2. Ask for any details that may help to pull up the specific order/s or item/s to be returned.

3. Don't forget to ask for the reason behind the return.

4. Then, educate the customer regarding the 30-day Return Policy. (don't be proactive about our RTL fee new update as of 07-11-24)

5. If the customer insists, Returns approved by agents older than 30 days up to 6 months will be refunded as Store Credit and not Method of Payment.

6. Add your account notes with the return tag. ***ATTN RETURNS **** 

7. Ask for further assistance before delivering personalized closing spiel.

If the customer will ask further about our return fees, please refer to the information below:

Return Label Fee (RTL fee)

$6.49 for using our return label in returning intact items. https://www.shoplc.com/returns.html

Shipping and handling charges

Shipping and handling charges from your original order are nonrefundable unless the item is determined to have a manufacturing defect by our Returns Department. https://www.shoplc.com/returns.html

Suggested Note Template:

****ATTN RETURNS **** for refund 

Reason of the call:wants to return back an item due to "(reason of return)" Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust regarding the return policy/ adv to return back the item using the RTL received/edu cust the RTL Fee as well as Refund of SC TAT 

Suggested Scripts:

For Refund                                                                                                 

Rest assured we will process the refund of SC once we receive the package.                                                                    

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here

Description:  Customer returning damaged item.

Tools Needed: AMS 

Steps: 

1. Verify customer's name . 

2. Ask for any details that may help to pull up the specific order/s or item/s that is  to be returned.

3. Don't forget to ask for the reason behind the return. 

Note: repair is only applicable for items covered by Secure Shield. https://www.shoplc.com/returns.html

4. Then, advise the customer about the 30-day return policy. Educate them that we only accept returns of the items within 30 days from the date received. (don't be proactive about our RTL fee and restocking fee- new update as of 07-11-24)

5. If the customer insists, Returns approved by agents older than 30 days up to 6 months will be refunded as Store Credit, not Method of Payment. 

6. Add your account notes with the return tag. ***ATTN RETURNS **** 

7. Ask for further assistance before delivering personalized closing spiel.

If the customer will ask further about our return fees, please refer to the information below:

Return Label Fee (RTL fee)

$6.49 for using our return label in returning intact items. https://www.shoplc.com/returns.html

Shipping and handling charges

Shipping and handling charges from your original order are nonrefundable unless the item is determined to have a manufacturing defect by our Returns Department. https://www.shoplc.com/returns.html

Restocking Fee

Items returned outside of the 30 day policy may not be accepted by Shop LC or will be subject to a 25% restocking fee.  https://image.shoplc.com/landing/returns/ShopLC_ReturnsForm.pdf 

Suggested Note Template:

****ATTN RETURNS **** for refund 

Reason of the call: wants to return back an item due to ""(reason of return)"" 

Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust to return back the item using the RTL received/edu cust no RTL Fee as well as Refund TAT 

****ATTN RETURNS **** for repair

Reason of the call: wants to return back an item due to """"(reason of return)""""   

Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust to return back the item using the RTL received/edu cust for the Replacement TAT

Suggested Scripts:

For Refund                                                                                                 

Rest assured we will process the refund once we receive the package back to MOP it will reflect up to 5 business days depending on your bank.                                                            

 For Replacement                                                                                                                                

Rest assured we will ship out the replacement as soon as we receive the damaged item and you will receive it up to 7 business days standard shipping                 

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"  

Explore Suggested Scripts Here

Description:  Customer Returning a Clearance Items

Tools Needed: AMS 

Steps: 

1. Verify customer's name . 

2. Ask for any details that may help to pull up the specific order/s or item/s to be returned.

3. Don't forget to ask for the reason behind the return.

4. Then, educate the customer regarding our Clearance Policy. ( All sales are final) 

5. If the customer insists, the agent may permit the return of the item; however, this decision ultimately rests with the Return Team's discretion. (don't be proactive about our RTL fee and restocking fee- new update as of 07-11-24)

6. Add your account notes with the return tag. ***ATTN RETURNS **** 

7. Ask for further assistance before delivering personalized closing spiel.

If the customer will ask further about our return fees, please refer to the information below:

Return Label Fee (RTL fee)

$6.49 for using our return label in returning intact items. https://www.shoplc.com/returns.html

Shipping and handling charges

Shipping and handling charges from your original order are nonrefundable unless the item is determined to have a manufacturing defect by our Returns Department. https://www.shoplc.com/returns.html

Restocking Fee

Items returned outside of the 30 day policy may not be accepted by Shop LC or will be subject to a 25% restocking fee.  https://image.shoplc.com/landing/returns/ShopLC_ReturnsForm.pdf 

Suggested Note Template:

****ATTN RETURNS **** for refund 

Reason of the call: wants to return back an item due to "(reason of return)" 

Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust to return back the item using the RTL received/edu cust about the refund TAT

****ATTN RETURNS **** for replacement 

Reason of the call: wants to return back an item due to ""(reason of return)"" Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust to return back the item using the RTL received/edu cust about the replacement TAT

Suggested Scripts:

For Refund                                                                                                 

Rest assured we will process the refund once we receive the package back to MOP it will reflect up to 5 business days depending on your bank.                                                            

 For Replacement                                                                                                                                

Rest assured we will ship out the replacement as soon as we receive the damaged item and you will receive it up to 7 business days standard shipping                 

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here

Description:  Customer checking return status

Tools Needed: AMS | DHL | Fedex | USPS

Steps: 

1. Verify the customer's name .   

2. Ask any of the information to pull up the order (item#, order#, invoice#, description, order date ). 

3. Verify with cx the RTL use upon returning the package to get the Tracking Number. 

4. Track status using (dhl/fedex/usps).  

5. Educate the customer the return status ( if it is en route/ LIM/ delayed/delivered)

6. Assured cx refund/ reshipment will be processed once we receive the package. 

7. Ask for further assistance before delivering closing spiel

Suggested Note Template:

****ATTN RETURNS **** for refund        

Reason of the call: track return for refund          

 Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust  status still en route /edu cust  Refund TAT

 ****ATTN RETURNS **** for replacement    

Reason of the call: track return for replacement 

Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust of the return status/edu cust for Reshipment TAT.

Suggested Scripts:

For Refund                                                                                                 

Rest assured we will process the refund once we receive the package back to MOP it will reflect up to 5 business days depending on your bank.                                                            

 For Replacement                                                                                                                                

Rest assured we will ship out the replacement as soon as we receive the damaged item and you will receive it up to 7 business days standard shipping                 

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here

Description:  Customer checking return status (Delivered not yet recieved)

Tools Needed: AMS |DHL| Fedex| USPS

Steps: 

1. Verify customer's name .   

2. Ask any of the information to pull up the order (item#, order#, invoice#, description, order date ).                                                  

3. Verify with customer the RTL use upon returning the package to get the Tracking Number.   

4. Track status using shipping courier site (DHL/Fedex/USPS).  

5. Educate customer return status (if its en route/ LIM/ delayed/delivered)

6. Assured customer refund/ reshipment will be processed once we receive the package. 

7. Ask for further assistance before delivering the closing spiel 

Suggested Note Template:

****ATTN RETURNS **** for refund        

Reason of the call: track return for refund          

Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv cust  delivered status/edu cust Refund TAT 

 ****ATTN RETURNS **** for replacement    

Reason of the call: track return for replacement 

Action Taken: (Order# - Invoice# - Item#) Apologized customer for the inconvenience/adv cust of the return status/edu cust for Reshipment TAT.

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Verify how they wanted the document to be delivered(Email or Mail ) and confirm information.

"How would you like to receive you request? Is it via Email or Mailing Address?"

"And your Email/ Mailing address is    ."           . 

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"                                                                                                                                                                                      

Explore Suggested Scripts Here

Description:  Customer called in for return status

Tools Needed: AMS |DHL| Fedex| USPS

Steps: 

1. Verify customer's name .   

2. Ask any of the information to pull up the order (item#, order#, invoice#, description, order date ).                                                  

3. Verify with customer the RTL use upon returning the package to get the Tracking Number.   

4. Track status using shipping courier site (DHL/Fedex/USPS).  

5. Educate customer return status (if its en route/ LIM/ delayed/delivered)

6. Assured customer refund/ reshipment will be processed once we receive the package. 

7. Ask for further assistance before delivering the closing spiel 

Suggested Note Template:

****ATTN RETURNS **** for refund        

Reason of the call: track return for refund          

Action Taken: (Order# - Invoice# - Item#)Apologized customer for the inconvenience/adv customer delivered status/educate customer Refund TAT 

 ****ATTN RETURNS **** for replacement    

Reason of the call: track return for replacement 

Action Taken: (Order# - Invoice# - Item#) Apologized customer for the inconvenience/adv customer of the return status/edu customer for Reshipment TAT.

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Verify how they wanted the document to be delivered(Email or Mail ) and confirm information.

"How would you like to receive you request? Is it via Email or Mailing Address?"

"And your Email/ Mailing address is    ."           . 

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"                                                                                                                                                                                      

Explore Suggested Scripts Here

Description:  When the customer didn't receive any return label and is trying to return something

Tools Needed: AMS | Salesforce  |  MS Teams

Steps: 

1. Verification (Customer's Name) / email address (if cx doesn't have any email address)

2. Acknowledged reason of the call : Return Label

3. Confirm the item/order details (item description. price and quantity) the customer requested to have a copy of RTL.

4. Verify how he/she wanted the document to be delivered(Email or Mail ) and confirm information.

5. Create a Request via Sales force and Advised cx about the TAT.

6. Deliver Resolution

EMAIL REQUEST

- Go to Returns Tab and search for the information using the Invoice number and click  "Genrate and send return label" on AMS and advised the cx for the email request TAT. Advise cx the self help option available on our website for RTL Request via email , or

- Send the request via Salesforce. A soon as a case is created go to FEEDS ->EMAIL->PASTE THE RTL EMAIL TEMPLATE->UPLOAD ATTACHMENTS( RTL and return form)-> REMOVED YOUR EMAIL ADDRESS UNDER BCC-> CLICK SEND-> CLOSE THE CASE.

Mailing Address

- Salesforce Request should be address to Return Labels_ShopLC. Make sure to attach the RTL and return form and the TAT would be up to 7 bus days (still not guarantee).  https://image.shoplc.com/landing/returns/ShopLC_ReturnsForm.pdf 

7. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:  

****ATTN RETURN****

Reason of Call: RTL request via email (order number)

Action Taken: Generate and send return label via AMS successfully- advised cx TAT

****ATTN RETURN****

Reason of Call: RTL request via email (order number)

Action Taken: created SF request and sent the RTL request successfully- advised cx TAT

RTL tracking#:

case#:

****ATTN RETURN****

Reason of Call: RTL request via mail (order number)

Action Taken: created SF request to Return Labels_ShopLC and and advised cx delivery TAT

RTL tracking#:

case#:

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Verify how they wanted the document to be delivered(Email or Mail ) and confirm information.

"How would you like to receive you request? Is it via Email or Mailing Address?"

"And your Email/ Mailing address is    ."           . 

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here

Description:  When a return was resolve(refund/reshipment) even though the item is still/ about to be return

Tools Needed: AMS 

Steps: 

1. Verification Process (Customer's Name) / email address (if cx doesn't have any email address)

2. Acknowledged reason of the call : Return for Refund/replacement and confirm item/order details (item description, price, and quantity)

3. Proceed with the return for a refund/replacement call flow. Educate the customer about the return process and policies

Deliver Resolution: Usually offered as OTC for items below $50, cx with good retention percentage, and if there's SOD approval. Don't forget to educate the cx about our self help option available via online/shopLC website .

REFUND- process refund and advised refund TAT

REPLACEMENT- process reshipment and advised deliver TAT

Note: We No longer need to verify the email address on file. (update posted 07/16/24)

4. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

****ATTN RETURN FOR Return to Inventory****

Reason of Call: Return for refund  (order number)- (Reason of the return)

Action Taken: Advised the cx to return the item using our RTL. Provided a courtesy to process  refund of $  back to mop cc#  . advised cx refund TAT  (Free Flow)

****ATTN RETURN FOR Return to Inventory****

Reason of Call: Return for replacement   (order number)- (Reason of the return)

Action Taken: Advised the cx to return the item using our RTL.  Provided a courtesy to process reshipment under new order #:     advised cx delivery TAT  (Free Flow)

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

REFUND- process refund and advised refund TAT

"Please use the return label in returning the item and I will make sure to refund you the amount of $     back to your cc#     . Kindly allow your bank up to 5 bus days to post the amount back in your statement but still not guarantee."

REPLACEMENT- process reshipment and advised deliver TAT

"Please use the return label in returning the item and I will make sure to process and send you the replacement (via reshipment process) and just allow as 7 bus days for the delivery but still not guarantee"

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here

Description:   When the customer is returning an item/ order under Budget pay for whatever reasons

Tools Needed: AMS 

Steps: 

Steps: 

1. Verify customer's name . 

2. Ask for any details that may help to pull up the specific order/s or item/s to be returned.

3. Don't forget to ask for the reason behind the return and educate the customer that we can only process a refund for budget pay orders.

4. Then, instruct the customer on how to return the item and provide education about Shop LC return process and policies  including turn around times for the refund. Note: Don't be proactive about our RTL fee and restocking fee (if there's any)- new update as of 07-11-24

5. Proactively adjust the next EMI to at least 2 weeks from the original due date. This is to ensure that customers won't be charged while waiting for the package to arrive in the warehouse. 

6. Add your account notes with the return tag. ***ATTN RETURNS **** 

7. Ask for further assistance before delivering personalized closing spiel.

If the customer will ask further about our return fees, please refer to the information below:

Return Label Fee (RTL fee)

$6.49 for using our return label in returning intact items. https://www.shoplc.com/returns.html

Shipping and handling charges

Shipping and handling charges from your original order are nonrefundable unless the item is determined to have a manufacturing defect by our Returns Department. https://www.shoplc.com/returns.html

Restocking Fee

Items returned outside of the 30 day policy may not be accepted by Shop LC or will be subject to a 25% restocking fee.  https://image.shoplc.com/landing/returns/ShopLC_ReturnsForm.pdf 

Suggested Note Template:

****ATTN RETURN For a refund ***

Reason of Call: Return for refund  (order number)- (Reason of the return)

Action Taken: Advised the cx to return the item using our RTL. Provided a courtesy to process  refund of $  back to mop cc#  . advised cx refund TAT  (Free Flow)

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

REFUND- process refund and advised refund TAT

"Please use the return label in returning the item and we will make sure to refund you the amount of $     back to your cc#    once we receive back the item in the warehouse .Kindly allow your bank up to 5 business days to post the amount in your statement but still depending on your bank process."

"We are committed to provide you the option for replacement instead of a refund however, for budget pay orders, our system only allows as to proceed with the refund. Moreover, we are still committed to provide you the resolution through repurchase."

Self help example script from QA.

"I was delighted to help you with your return setup. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange your return, print the label, and send the package back. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to order history, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here

Description:  Customer returning damage item.

Tools Needed: AMS 

Steps: 

1. Verify customer's name.                                                       

2. Ask any of the information to pull up the order (item#, order#, invoice#, description, order date ).  

3. Educate customer upon returning an item with RTL details and TAT of the refund or reshipment                                                           

4. Ask for further assistance before delivering personalized closing spiel                                                                                                                                                                                                               

Suggested Note Template:

****ATTN RETURNS **** for refund 

Reason of the call:wants to return back an item due to ""(reason of return)"" 

Action Taken: (Order# - Invoice# - Item#)Aplogized customer for the inconvenience/adv cust to return back the item using the RTL received/edu cust no RTL Fee as well as Refund TAT

****ATTN RETURNS **** for replacement  

Reason of the call:wants to return back an item due to """"(reason of return)""""

Action Taken: (Order# - Invoice# - Item#)Aplogized customer for the inconvenience/adv cust to return back the item using the RTL received/edu cust for the Reshipment TAT

Suggested Scripts:

I'm sorry to hear that you receive a damage item but dont worry let me help you in checking what our options are to get this resolve.

 For Refund                                                                                                 

Rest assured we will process refund once we receive the package  back to MOD (Mode of Payment) it will reflect up to 5 business days depending on your bank.        

 For Replacement                                                                                                                               

Rest assured we will ship out the replacement as soon as we receive the damaged item and you will receive it up to 7 business days standard shipping.     

Explore Suggested Scripts Here