Manual Return Label Requests,
Manual Return Label Requests,
Tracking, & Process
Tracking, & Process
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The Old Process
The Old Process
An exciting update we have for you. Gone are the days of using the Return Label & Refund Tracker that we introduced back in 2023. We've made some significant improvements to make your return and refund process even smoother and more convenient.
Under our former tracker & process:
Agent requests were logged here by their respective Team Lead
Team Leads would create a manual return label from the FedEx admin
Team Leads sent details to their agent for sharing with their customer
Team Leads monitored the status of the return tracking information to initiate a refund
Going forward in 2024...
We're NOT bringing back another tracker
Requests will be handled directly in Zendesk
Requests will be tracked at the ticket level
When to use the manual RL and Narvar RL?
When to use the manual RL and Narvar RL?
When communicating to the customer that the return has been approved, the agent has to utilize the appropriate macro. We currently have two (2) existing macros for Return Approved cases. The agent has to distinguish between the two and know their use cases.
Return Approved (Narvar Return Label)
Return Approved (Manual Return Label)
When do we initiate a Narvar Return Label?
All approved returns excluding the 2 exceptions below
Macro: Return Approved (Narvar Return Label)
When do we create the Return Label manually?
Multi-shipment orders
Refunded Orders (No Narvar RL initiated)
Macro: Return Approved (Manual Return Label)
What's new or changing?
What's new or changing?
CS Ops will be responsible for all manual label creations
Team members will use our existing handoff process in Zendesk for requests
Leads are still responsible for any pre-approvals before a request is submitted (if the request is outside policy, for example)
New RL Process Summary
New RL Process Summary
After the RL approval macro is sent, Return Approved [Manual Return Label], and the ticket is tagged as ONLINE RETURN, it goes to the OPS TEAM's INBOX in Zendesk.
CS Ops will cater to the request and return the ticket to the agent with the appropriate tracking information in the ticket's internal notes.
Once the rep receives the ticket, the agent will:
a. update the customer using the Return::Label Created macro in Zendesk
b. keep the ticket ON HOLD
c. monitor daily for any return tracking movement
if tracking has movement, they will initiate the refund directly
if no tracking movement in 1-3 days, continue to monitor
if there is no tracking movement after 4 days, update the customer that the label will expire soon.
Macro: Return::Label Expiring Soon
if there is no tracking movement after 7 days, the agent will then send the last follow-up email.
Macro: Return::Label Extension
Then the agent can now submit the ticket as SOLVED.
To help the customer easily find the email in their inbox, we can disclose that the sender's email is emaillabel@fedex.com. Here's what the email looks like
To help the customer easily find the email in their inbox, we can disclose that the sender's email is emaillabel@fedex.com. Here's what the email looks like
We have a sample test ticket here that mimics the correct return label request flow for Agent Guidelines
We have a sample test ticket here that mimics the correct return label request flow for Agent Guidelines
A Step-by-step Guide
A Step-by-step Guide
''Manual Return Label Process''
''Manual Return Label Process''
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