Missing Item Adjustment

Description

Use the following procedure when refunding for 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 received 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 received 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 a no callback memo.

Scenario 5: If the missing item was not in the order but the customer should have received it due to a BOGO deal, contact your Supervisor.

Details

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