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NEW PROCESS:
Initial step: Troubleshoot or attempt to save an order so they don’t have to return whenever possible.
Here’s what’s new:
No RMA required – Customers can now send returns without generating an RMA number.
Return window – Packages must be shipped out (postmarked) within 14 calendar days after we respond to their return request.
Instant refunds – We now refund customers on the spot. Please make sure to carefully read the macro, as cleaning and non-cleaning brands have different calculation breakdowns.
Fee update – We’re no longer calling it a “restocking fee.” It’s now a reprocessing fee, and it has been reduced to $4.95 (previously $8.95)
Return Address Update: ALL returns should be sent to: 6507 Harney Rd, Tampa, FL 33610 USA
Macros remain the same – Please continue using: *Brand Name* - Return (Within 30 Days)
OLD PROCESS:
Eligible items: Unused and unopened products within 30 days of delivery.
Return fee: $8.95 processing fee applies.
Return process: Customers must contact customer service for an RMA number and the Return Shipping Address before returning the item. This RMA number should be written clearly on the package they are returning
Intentionally Declined Packages: Marked as "Return to Sender", will not be processed or refunded. We can offer reshipment at our discretion. Ask the manager on duty for an approval.
*if the reason is insufficient or incorrect address, proceed with sending Macro: General - Returned Order (Insufficient Address)
Customer Threats:
Customer Threats:
Full Refund: If customer refuses to return unused items AND threatens a Chargeback, Attorney General, or BBB complaint.
50% Refund: If customer only threatens bad reviews.
No return required for both cases.
Refund for Non-Working Product:
Refund for Non-Working Product:
Customer Wants Refund & Returns:
Ask how many packs were used.
Refund:
Full amount for used & non-working items.
Encourage keeping unused items.
3. If return insisted:
Create RMA for unused items (if any).
Wait for return ("Warehouse Complete") before refund.
Money-Back Guarantee - Refunds
Money-Back Guarantee - Refunds
Customer Wants to Return/Refuses Return/Won't Pay Restocking Fee, also mentions the 30-day MBG:
Refund full order amount minus shipping.
No return required.
Cancellation Request - Already Shipped (Backlog)
Cancellation Request - Already Shipped (Backlog)
Scenario: Cancel order but shipped
Reason: Unprocessed cancellation request because of backlogs
Applicable to: Entire order cancellations and Extra Item/s cancellations
Send Cancel order but already shipped (Return Offer) macro, modify to fit for extra items cancellation
If the customer doesn’t want to pay the $8.95 fee, let them know we are happy to waive the restocking fee for them.
If the customer doesn’t want to return the order, offer a 50% refund first. For pushbacks, issue a full refund, less shipping cost.
Handling Returns - No RMA Code
Handling Returns - No RMA Code
Scenarios:
Customer didn't contact you.
Customer contacted you, but no RMA yet.
Customer request is backlogged.
Refund Request:
Follow SOP and request proof of purchase.
Once proof has been provided, process refund less shipping fee and $8.95 restocking/processing fee.
New Tab: Received by Warehouse (No RMA):
If no proof but order is on list, proceed with refund.
Customer Opened Returned Item (RMA Issued)
Customer Opened Returned Item (RMA Issued)
Scenario: Customer received an RMA (Return Merchandise Authorization) but later admits they opened the box. They still want a full refund.
Steps:
Reiterate Refund Policy: Briefly explain your return policy, highlighting that unopened items are eligible for full refunds.
Partial Refund Offer: Explain that since the item was opened, you can only offer a partial refund (e.g., 50%).
Verify Return Status in Shiphero:
Not Yet Received: Inform them the refund will be processed once the item is received at the warehouse (minus shipping and restocking fees). Request proof of return (e.g., tracking number).
Already Received by the warehouse: Check with Shiphero for the item's status. If received, process the 50% refund minus shipping and restocking fees.
Split Orders (Shiphero):
Split Orders (Shiphero):
Generate two separate RMAs (one for each order number). This helps the warehouse identify returned items.
Both RMA numbers should be written on the package.
A restocking fee of $8.95 will be charged only once.
Other Refund Reminders:
Other Refund Reminders:
Backlog Emails: Count 30 days from delivery to customer's first contact.
Refund Follow-Ups: Tag as "Follow Up > Refund > Returned Item"
Warehouse Completed Returns: No proof, return info, or tracking is needed.
Return Macro Sent: No snooze or follow-up emails required (within 30 days).
Eligible Items:
Eligible Items:
The Klean Ears box is open, but the seal on the product itself is still intact. (This is still considered as unopened item)
The Klean Ears box is open, but the seal on the product itself is still intact. (This is still considered as unopened item)
The Glabrous skin box must be unopened and the seal intact. Once the seal is broken, the item cannot be returned.
The Glabrous skin box must be unopened and the seal intact. Once the seal is broken, the item cannot be returned.
Every product that has a plastic seal or vacuum sealed, once taken out, considered open na.
Every product that has a plastic seal or vacuum sealed, once taken out, considered open na.
The Barks No More box must be unopened and the seal intact. Once the seal is broken, the item cannot be returned.
The Barks No More box must be unopened and the seal intact. Once the seal is broken, the item cannot be returned.
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