KB: German Team: ODE - Incorrect Product

Apologise.

Create a call log on the specific product line.

Specifically list the item colour and size the customer has received on error.

Select ‘Product Complaint’ as the category ‘Bring to CX’ is automatically selected. Choose the Sub Category ‘Unused’ and continue with the Extra Tab and choose accordingly. Where possible fill in the item code and size of the item the customer has wrongly received.

Set a ‘German UPS Returns Alert’ alert for 2 weeks.

Advise the customer to return the received item with the already received UPS label but we can resend it if they do not have it anymore.

Request that the shoes are returned within 14 days.

Arrange a replacement pair for the customer.

Log the add line as ‘Bring to CX’ as well.

Set an alert to make sure the replacement pair is despatched

If the customer wants a refund, make sure the ‘Bring to CX’ option is unticked, as you will still want this item to process through Returns Processor to refund the customer when the shoes come back.