Returns - Call Flow

Return Collection Call Flow/Spiel

1. Thank you for calling Damart (agent name) speaking may I have you account number please?

2. Thank you, Could you also confirm your full name and first line of address?

FOR 3rd PARTY CALLER:

CX FULL NAME

FIRST LINE OF ADDRESS

DATE OF BIRTH (If DOB was not provided, ask for the phone number on file, if incorrect still, ask for the last order placed, If the caller cannot provide, ask the caller if the account holder is there to verify the account)

3. would you they like us to arrange a returns collection? 

4. Is this the last order that you received? (Check the order and how did the customer pay for the order)

5. Collection is between 7am to 8 pm, apart from Sunday's, which day is suitable for you?

6. I'm sorry that you need to return an item, can you confirm the reason for the return please?

IF ORDER WAS PAID USING PERSONAL ACCOUNT:

The collection charge of THREE POUNDS and 99 PENS will be added to your personal account and your return parcels will be processed w/in 14 days

IF ORDER WAS PAID USING FULL PAYMENT:

The collection charge of THREE POUNDS and 99 PENS will be deducted from the amount of your refund and your return parcels will be processed w/in 14 days

IF FREE OF CHARGE IS PROVIDED:

This will be a free of charge and your return parcels will be processed within 14 days

7. Please make sure to fill out the returns paper work and put it inside together with the item/s to be returned, and the return label is affixed to the outside of the parcel. I highly suggest for you to keep the calling card that is given by the courier who collects your parcel in case you have a query about your return parcel. Your collection has been arrange for (recap the date of the collection).

8. Please ensure to retain the calling card provided by the Evri courier, as it allows us to track the return and assist you efficiently if any queries arise.Thank you for calling damart, have a great day!