KB: Returns: HOI Process

HOI Process

• Items should only be inspected once POP established

• If unsure they can offer a further opinion by the Returns Team

• Store should advise customer of timescale (14 days but during busy periods this can be 30 days)

• Inspection details to be emailed through schuhbox to CX

• Full customer details, POP and full complaint details

• Only items being returned from stores should be logged as an HOI

• Inspection returned from a customer is logged as a product complaint

Inspection by the Returns Team includes a number of tests which thoroughly inspect all aspects of customers complaints

• Measure length, depth, breadth of footwear

• Test thread / stitching for weakness

• Identify poor quality sole materials

• Test upper / lining materials for weakness

• Consult manufacturers for further information

• Fully trained in footwear construction methods

Inspection outcome

• Justified: we contact the customer to arrange a refund or exchange

• Unjustified: item is returned to the customer with a letter of explanation

Inspection information can be found on the HOI tab on COA3

• Photos (unjustified only)

• Inspection notes from the Returns Team

• Tests carried out and the results

• Result of inspection

• Letter sent to customer