Description 

Use the following procedure when refunding a missing item. 

Instructions 

Scenario 1: If the missing item(s) was in the order and the customer did not receive it, process a missing item adjustment. This process also applies if the customer receives a bag with only catalogs inside. 

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

2. From the ADJUSTMENTS drop-down menu select MISSING ITEM. 

3. Select whether the package was sealed or ripped and key in a memo. 

Scenario 2: If the customer receives something they did not order, refer to the mixed shipment adjustment instructions. 

Scenario 3: If the missing item was shipped in its own package, refer to the non-receipt adjustment instructions. 

Scenario 4: If the missing item was a free item due to a promotional code but was not generated in the order, create an operator reminder. 

Scenario 5: If the missing item was not in the order but the customer should have received it due to a BOGO deal, then use teams to resolve the issue. 

Details 

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

• Email DL-EP Analyst if the customer’s file needs to be reviewed due to excessive adjustments