Description 

This adjustment is used to compensate a customer for a damaged item, i.e., stains, buttons missing, torn, hemming issues. 

Instructions 

1. Ask the customer how much the cost will be to fix the damaged item. 

2. Use the chart below to determine the refund amount. 

3. Place a check mark on the line item(s) and click “Check Item Options”. 

4. From the ADJUSTMENTS dropdown menu, select MISC. MERCHANDISE. 

5. Click on the $ off radio button, enter the discount amount, select “OUT OF POCKET EXPENSE” as the reason, and key in a memo. 

6. Offer the We Care gift card. 

Details 

• Adjustments must be completed within 30 days of the delivery date. 

• If the out-of-pocket expense is higher than the refund amount and the customer declines the adjustment, facilitate the return using the Happy Return Portal and advise the customer to return the item. 

• Offer to place an exchange