Reasons for returns that require investigation or manual review by the team-

• Different Design

• Looked used/old

• Different Product

• Color Mismatch

• Incorrect Size 

• Accessory Missing

• Stain or Dirt

• Tears or Holes or Breakage 

• Material Quality

• Poor Fabric Quality

• Overall Appearance

• Color Difference

How to review a Return
Return Reasons manually Reviewed

• While raising a return for the above mentioned reasons, customers need to upload a few supporting images of the product tag, invoice, damaged/dirty area, and size tag. Few sample images for better clarity.

• Have to update the remarks and other required details in the given remarks section on CRM.
  
  

Received a Different product / color / size/  design

A few checks need to be done step by step:

1. • Check the images uploaded by the customer

   • Check customer history in terms of Order vs Return, also for the SKU cx is trying to return if that exists in cx history

   • Refer packaging video of the warehouse (Drive link: https://drive.google.com/drive/folders/1wG8FGhjPGqKgjvBc9niKmxgDNSWYUKqW)

   •  Verify the packaging type or returned order details using the WMS document (WMS Check).

   • Call the customer to inquire about the packaging condition, and check if the packet appeared tampered or damaged.

   • If needed, request additional images only if the current ones are unclear.

Review Accepted: We can accept the review under the following conditions:

1.  Wrong Product Packed: If the packing video shows the wrong product, accept the review and mark China at fault for CD single or multi-box orders, or the warehouse for return orders.

2.  Correct Product Packed but Damaged: If the video shows the correct product but the customer claims damage, escalate to LM. Accept the review based on LM’s confirmation within 7 days of escalation.

Review Rejected: We can reject the review under the following conditions:

1. Incorrect or Blurred Images: If the images are unclear, blurred, or if all the product tags are not visible (The product should be accepted if either the stitched tag or the sealed tag is visible.) then, the review can be rejected.

2. Correct Product and Packaging: If the packing video shows the correct product and the packaging condition is acceptable, reject the review.

3. Product Exists in History: If the product the customer wants to return is found in their history, reject the review.

Damage and Dirty products received

Stained/ Looked Used Product                             Tears or holes or breakage

A few checks need to be done step by step:

• Examine any images provided by the customer to assess the extent of the damage and cleanliness issues. 

• If the initial images are unclear or insufficient, request additional images from the customer. 

• Check the Order ID in WMS.

• Check if the product in question matches the details in the customer’s order history.

• Refer to the packing video for the order to confirm if the product was packed in good condition. 

• If the product was packed correctly according to the video but the customer reports damage or dirt, escalate the issue to the LM for further investigation. (make sure tags are intact)

• Call customer to check for the packaging received (few cases where we have doubt)

Review Accepted: Below are the combinations where we can accept the review.

1. If it's a return order, we will accept the review marking WH at fault considering QC has not been done correctly. Need to be sure of the visible damage or dirt in the images and need to check if the customer history is clean

2. If it's a CD order, China's team will be at fault only if that SKU has repeated returns for the same reason . Otherwise, we have to refund as an exception if history is clean and cx seems genuine.

Review Rejected: Below are the combinations where we can reject the review.

1. If images are incorrect or blurred or product tags are not very visible, damage and dirt is not clearly visible, we can reject the review.

2. If the cx history seems off, like return % is high as compared to the ordered count, we can reject the review and not bound to take an exception.

Product Missing

    Accessories missing from the product

A few checks need to be done step by step:

• Make sure the customer has uploaded the full packet image, if not ask for the same

•  Examine the packing video to confirm whether the missing product was packed. 

• Compare the images from the customer with the warehouse packing video to confirm if the correct items were packed. Check the barcode on the customer’s packet against the barcode recorded in the warehouse packing video 

• Call the customer and ask for the packaging condition and any additional details.

Review Accepted: Below are the combinations where we can accept the review.

1. For part missing cases, we need to check the app to see if that extra product is a part of the product. Once we are sure, we can accept the review with China at fault for CD order and WH at fault for the return order.

2. For missing product cases, we have to accept only if the packing video says not packed. WH at fault for return order and China at fault for CD order.

3. For missing product cases, we have to accept LM fault if packaging condition is not right.

Review Rejected: Below are the combinations where we can accept the review.

1. For missing product cases, if the packaging is correct and the packing video has no discrepancy, we can straightaway reject the review.

2. For part missing, if that accessory is not a part of the product, we can reject the review.

3. Based on the history of the customer, we can also reject the review.

• NOTE: Apart from the above-mentioned scenarios and situations, there could be cases with subjectivity. Please consider the same.

FEW SAMPLE CASES AND ACTION TAKEN
Different Product Received-
Order Number 230507124356039006     
Tracking Number 14346982976357

Packing Video Link- https://drive.google.com/file/d/1K4DelfusNP8KU2pHaUzxt0BYo6Cp-zBr/view?usp=sharing

WMS Process Check: Return Order 39654101893141

Review Accepted: Though the image of the product shared is not that clear and only 1 image is shared, review was accepted basis packing video where the wrong product is packed and it's a Return Order so QC was not processed correctly.

Damage & Dirty Product Received

Order Number 230425212953064004

Tracking Number 39654117090200

Description The length of the two legs is different. The left leg is longer than the right side. No orange tag on the product.

WMS Process Check: CD Multi -P20230430155258AN6K

CX History: Customer First Order

SKU History: There are 26 returns in the last 3 months related to size for this SKU and customers might be right about the manufacturing defect.

Review Accepted: The image of the product shared is very clear and 3 images are shared, review was accepted basis SKU history and marked China at fault for the manufacturing defect.