KB: How To: Returns Alerts & RP

In COA3 click ‘view’ and select ‘RETURNS’ to open the returns tab

Adyen Refund Invalid

Click on the alert.

Open the call log and check for any information that may have caused the return to fail i.e. we’ve requested the parcel be RTS and forgotten to mark the line as bring to CX and already refunded the customer.

Find the customer on the returns tab.  Check the comments box to see if there is any information.

Look up the order in Adyen and make sure the refund has been processed. 

Log everything you’ve checked and clear the Adyen Invalid Refund alert.

Go back to the returns tab and double click on the customer.  Select Reason - Process Manually - No Refund - Return in shark to remove from the returns tab.

Klarna Refund Invalid

Click on the alert.

Open the call log and check for any information that may have caused the return to fail i.e. we’ve requested the parcel be RTS and forgotten to mark the line as bring to CX and already refunded the customer.

Find the customer on the returns tab.  Check the comments box to see if there is any information.

Look up the order in Klarna and make sure the refund has been processed. 

Log everything you’ve checked and clear the Klarna Refund Invalid alert.

Go back to the returns tab and double click on the customer.  Select Reason - Process Manually - No Refund - Return in shark to remove from the returns tab.

PayPal Refund Invalid

Click on the alert.

Open the call log and check for any information that may have caused the return to fail i.e. we’ve requested the parcel be RTS and forgotten to mark the line as bring to CX and already refunded the customer.

Find the customer on the returns tab.  Check the comments box to see if there is any information.

Look up the order in PayPal and make sure the refund has been processed. 

Log everything you’ve checked and clear the PayPal Refund Invalid alert.

Go back to the returns tab and double click on the customer.  Select Reason - Process Manually - No Refund - Return in shark.  Select No to refunding the price, delivery & postage and click process to remove from the returns tab.

 Store Return Refund

Click on the alert

Right click and view order

Check the call log to see if we are already expecting this back or have already dealt with the customer .

If we have an email address, go to the returns tab and locate the customer and double click on the customer. 

Select Reason - Store Return Refund and set an alert for 2 working days. Select No to refunding the price, delivery & postage and click process to remove from the returns tab.

If we do not have an email address, call the customer for BACS.  Process the refund if you are able to get this information. 

Go back to the returns tab and double click on the customer.  Select Reason - Process Manually - No Refund - Return in shark.  Select No to refunding the price, delivery & postage and click process to remove from the returns tab. 

Set a WDYW alert for 2 days including a note in the comments box stating we are awaiting BACS information for a refund.

Store Return Refund WDYW

Click on the alert which will open the orders in the Returns tab.  

Right click and view order.

Open the call log on the product line and check to see if the customer had already been sorted out.  If they have clear the SRR WDYW alert.

If not we need to try and contact the customer.  They will already have been sent an email so we need to try contacting the customer by calling and, if we cannot speak to the customer, leaving a voicemail and sending an SMS. Reset the alert for 2 days.

We try contacting the customer 3 times in total and, if the customer does not get back to us, clear the alert.