Memo Templates
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Updates: List of January to October 2024 Coupon & January to Mid of October 2025 Codes, Catalog Viewer (09/25/2025), and Qbot Alerts (10/09/2025).
Choose the correct scenario and expand the menu to see the correct template to follow. Read all notes carefully as any incorrect template would be declined.
Non-Receipt (No Delivery Scan / Delivered) - In Transit Status
TRACKING #
SCANNED DATE
PENDING / NO MOVEMENT MORE THAN 20 DAYS
Non-Receipt (No Delivery Scan / Delivered) - Delivered Status
INVOICE #
TRACKING #
DELIVERY DATE
CX DID NOT RECEIVE PKG #. SEND AFFIDAVIT TO EMAIL/ ADDRESS
NO PRINTER (ONLY APPLICABLE IF REQUEST WILL BE SENT VIA CARRIER CLERK)
Regular Memo for Letter Request to email on file
CARRIER CLERK MEMO to send affidavit to physical address
Return Credit Due (RETURN TRACKING / QR CODE SHOWS DELIVERED)
RETURN TRACKING # / EXPRESS CODE #
RTN LN # DUE TO (reason). PAST 10 DAYS
Return Credit Due (RETURN TRACKING SHOWS IN TRANSIT - LABEL ONLY)
RETURN TRACKING #
RTN LN # DUE TO (reason). PAST 30 DAYS
Missing Item (Do not use this for Wrong Items)
CX DID NOT RECVE LN #. DID NOT RECVE ANYTHING ELSE
Call Tips: USE PROBING QUESTIONS TO INVESTIGATE THE SITUATION TO DETERMINE IF IT’S A MISSING ITEM OR WRONG ITEM SCENARIO.
Missing Item (Only Received Catalogs)
CX RECVE ONLY CATALOGS INSIDE PKG. DID NOT RECVE ANYTHING ELSE
Call Tips: USE PROBING QUESTIONS TO INVESTIGATE THE SITUATION TO DETERMINE IF IT’S A MISSING ITEM OR WRONG ITEM SCENARIO.
Voiding Gift Card
CX WANTS REFUND BACK TO ORIG PAYMENT
DEDUCT 10.99 / DID NOT DEDUCT 10.99
(REASON FOR RETURN)
Call Tips: USE PROBING QUESTIONS TO INVESTIGATE THE SITUATION TO DETERMINE IF IT’S A MISSING ITEM OR WRONG ITEM SCENARIO.
Voiding Gift Card (GC SHOWS “LESS RETURN 0.00”)
- GENERIC DEBIT ( PLCC )
- CARRIER CLERK MEMO ( MAJOR CC )
Call Tips: IF VOID GC SHOWS “LESS RETURN 0.00”, CUSTOMER NEEDS TO BE CHARGE 10.99 IF NOT SVC FAILURE.
EXPRESS/POSTAGE ADJUSTMENT
PKG WAS DELIVERED LATE (SHIPPING METHOD)
DELIVERED DATE
RETURN POSTAGE ADJUSTMENT
CX RTN ITM DUE TO (SERVICE FAILURE)
WAS CHARGE 10.99
MISC. MERCHANDISE (DAMAGE/MISSING PIECE)
CX CLAIMED LN # WAS DAMGED
(PROVIDE DESCRIPTION OF DEFECT)
Ex: Branches were broken
OFFER (DISCOUNT – UP TO 30%) TO CX
Use this ONLY FOR BH HARD GOODS
MISC. MERCHANDISE (DAMAGE/MISSING PIECE)
CX CLAIMED SHE DID NOT RECVE (DESCRIPTION OF MISSING PIECE)
OFFER (DISCOUNT) TO CX
Use this ONLY FOR SET ITEMS.
Example: 2PC Jacket Dress
MISC.MERCHANDISE (SHIPPER DAMAGE)
SHIPPER REPORTED PKG WAS DAMAGE
DATE OF DAMAGE REPORTED BY SHIPPER
NOTE: THIS ONLY APPLIES IF TRACKING SHOWS “DISPOSED BY POST OFFICE” OR “DAMAGE”
DISCOUNT ON COUPON
CX CLAIMED THAT PREV. AGENT DID NOT APPLY CODE PROVIDED (PROMO CODE)
Use this ONLY FOR PHONE ORDERS
NOTE: CHECK FOR PREVIOUS MEMO IN THE ACCOUNT AND THE CALL TO VALIDATE CUSTOMER CLAIM
MIXED SHIPMENT
Express Code
CX DID NOT RECVE LN #. RECVE (PROVIDE BRIEF DESCRIPTION OF WRONG ITM)
EX: RECVE SHIRT INSTEAD OF DRESS
NOTE: EXCHANGE MUST BE PROCESSED WHEN ISSUING THIS ADJ. IF NO EXCHAGE WAS PROCESSED, FOLLOW NORMAL RETURN PROCESS.
Happy Returns Failed Refund
Invoice #:
Line Item #(s):
Express Code:
Brand/Division:
Refund Status: Failed
Approved Date:
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