KB: ODE Checklist

Create a call log against the product with specific information about despatch error.

Used ‘Product Complaint’ as the main category and the ‘Bring To CX’ box is ticked (this ensures the customers return is not processed through the returns system automatically).

Choose the relevant sub & extra category.

Logged again selecting ‘Despatch Errors’ as the main category and selected the relevant sub category and despatch branch.

Return the line using ‘Stock to be returned by customer’ option.  

Advised customer of their returns options and advised we need the shoes back within 7 days. 

Collect+ Return alert set for 7 days.

Duplicate the line or refund the customer depending on the customer’s preference. 

Log on the ADD line using ‘Product Complaint’ as the main category and the ‘Bring To CX’ box is ticked.

Send the relevant despatch error if appropriate from CSStoreHelp@Schuh.co.uk.