Non Returnable

1. Introduction: The purpose of this is to outline the guidelines for customers raising a return request for non-returnable products based on specific reasons.

2. Returnable Reasons for the Non returnable Product categories: Customers are permitted to raise a return request for the following reasons:

• Broken stitching, deformation, cracks

• Fabric holes, stains, pilling

• Product appearing used (Conduct customer call, gather inputs, and perform Root Cause Analysis (RCA) for a conclusive decision)

• Accessory broken (Zipper, button, etc.)

• Missing item/package

• Accessories missing from the product

• Different size received

• Different color received

• Different product received
  
  

3. Customer Notification On App/Web: A disclaimer is presented to customers, stating:

• Products undergo Non-Quality Check (QC) pick-ups.

• Refunds will only be processed post warehouse QC, with no Pre-QC from the agent's end.

• Products take a maximum of 5-7 days to reach the warehouse.

• Refund initiation occurs within 24 hours post QC completion in warehouse.

4. Verification Checks to review the return:

• Analyze customer remarks in return.

• Identify the reason for the return.

• Verify application proof for supporting evidence.

• If necessary, request a packing video from warehouse outbound team.

• Optionally, check WMS for product travel history after or before a packing video request.

5. Right Actions Post above checks:

Incase of any incomplete details

• Confirm consistency between the return reason and customer remarks.

• Ensure application proof is comprehensive and relevant.

• Conduct RCA with thorough documentation in the working sheet.

• Accept and acknowledge the review for return process.
  
  In case of discrepancies

• Call customer & request for the pending details, reject the current request with the right message drop.

• Don't forget to complete the RCA with complete documentation

• Seek customer input if needed; otherwise, proceed with RCA and communicate denial accordingly.

• Verify that size mismatch or fitting issues in remarks, if added, are aligned with the selected return reason.

• If there is any sort of mismatch clear calls for denials should be taken; if a CNR, mark the message accordingly.
  
  NOTE- Please ensure if any bodysuit is raised under non returnable & cx is facing fitting issue , fabric not good or any other reason , proceed with the customer's request, if sharing any denial or accepting it do ensure the RCA was done thoroughly