A return label is a pre-printed label provided by a retailer or manufacturer that customers can use to send back an item they wish to return. It's a pre-paid, pre-addressed postage label that enables customers to return purchased goods back to the seller. It also allows the seller to control postage costs on returned items as the seller can choose the lowest cost mail class option to have a product returned.

In line with the return policy, we provide free return shipping labels if the order is received within 14 days of delivery. We use a 3RD PARTY APP called NARVAR to process those labels.

Here are some key points about return labels: 

1. Purpose: Return labels facilitate the process of returning merchandise, making it easier for customers to send items back without needing to create their own shipping labels.

2. Pre-Paid Shipping: Many return labels include pre-paid shipping, meaning the retailer covers the cost of return shipping. Customers simply attach the label to the package and drop it off at the designated shipping carrier.

3. Information Included: A return label typically includes the following:

• The return address of the retailer or manufacturer.

• A tracking number for monitoring the return shipment.

• Barcodes or QR codes for processing the return efficiently.

4. How to Obtain: Customers can usually obtain a return label through the retailer's website, often as part of the return process. It may be sent via email or included with the original shipment.

5. Conditions: Return labels often come with specific conditions, such as a time frame for returns or eligibility criteria for the item being returned.

Using a return label simplifies the return process, ensuring that customers can easily and effectively return items while helping retailers manage returns efficiently.

Manual returns are RMA’s manually processed by CS Operations TEAM.

An RMA (return merchandise authorization) is a numbered Authorization provided by a mail-order or e-commerce merchant to permit the return of a product. Most businesses have a policy concerning returns.

CS reps are to strictly follow the Return Approval Authorities Matrix when seeking approvals for returns. This indicates what to do when an order is outside of our 14-day return policy, including whom approvals should be routed to when an order exceeds the policy by a certain number of days. 

🔎CS Refurence Center: Click Here

Macros

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.

1. Return Approved (Narvar Return Label)

2. 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) 

QA Tidbits: Manual Return Process Guidelines

Manual Return Label Process Flow:

1. Initial Processing - After sending the RL approval macro (Return Approved [Manual Return Label]) and tagging it as ONLINE RETURN, the ticket moves to OPS TEAM's INBOX in Zendesk.

2. CS Ops Processing - CS Ops will process the request and return the ticket with tracking information in internal notes. (Note: Some Online Returns may be processed as Manual Returns)

3. Agent Actions Required:

     a. Send Return::Label Created macro to customer

     b. Set ticket status to ON HOLD

     c. Monitor tracking movement daily

4. If tracking shows movement: Process refund using Refund Approved (Return Request) macro and set to SOLVED

    - If no movement in 1-3 days: Continue monitoring

5. 4-Day Follow-up - Without tracking movement after 4 days: Send Return: Label Expiring Soon macro and maintain ON HOLD status

6. 7-Day Final Follow-up - Without tracking movement after 7 days: Send Return: Label Extension macro and set ticket to SOLVED

Important Notice: Non-compliance with this process will result in Quality Markdown during audits, and this will be effective immediately. 

1. If the customer is qualified and has unused bags. Customers will get an email from NARVAR once the label is created. 

2. Give them a friendly reminder that we can only process it once and advise the customers to use the label ASAP to avoid expiration. You can say it will expire on the 7th day so it should be used within 5 days.

3. Orders beyond 30 days or 14 days - We need to educate the customer about our RETURN AND REFUND POLICY.  You may suggest keeping the bags or they can donate it to their local animal shelter.

4. If the order is still in transit and the customer is qualified, let the customer know we will request a label for them once they receive the order.
5.  How many bags can FedEx return cater?  - 70LBS limit per label