Difference between revisions of "Amazon"
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'''Standard Operating Procedures (SOP)''' | '''Standard Operating Procedures (SOP)''' | ||
| − | 1: '''SLA''': The customer's email must be replied within 48 hours, regardless of whether Lucy or our purchasing/technical or IT colleagues have responded or not;<br> | + | 1: '''SLA on Inquiries and Aftersales Issues''': The customer's email must be replied within 48 hours, regardless of whether Lucy or our purchasing/technical or IT colleagues have responded or not;<br> |
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2: '''Non-Delivery''': For non-delivery more than 25 days, customer service representative (CSR) can directly operate the refund, and then contact the logistics provider to return the product to our warehouse (RTS);<br> | 2: '''Non-Delivery''': For non-delivery more than 25 days, customer service representative (CSR) can directly operate the refund, and then contact the logistics provider to return the product to our warehouse (RTS);<br> | ||
| − | 3: '''Change of Mind''': If the customer contacts our customer service colleagues and says that the purchased product is not suitable/changed their mind and needs to be returned, send them a return procedures immediately. This kind of return that is not caused by quality problems will be paid by them (customer).<br> | + | |
| + | 3: '''Change of Mind''': If the customer contacts our customer service colleagues and says that the purchased product is not suitable/changed their mind and needs to be returned, send them a return procedures immediately. This kind of return that is not caused by quality problems will be paid by them (customer). Final refund must be item price only.<br> | ||
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4. '''Unauthorised Returns''': If the customer returns the product in our warehouse (customer did not contact us), we can refuse to refund the full amount after we confirm with the warehouse staff that the item is not defective. The refund will still fall under Change of Mind. However, if the product is defective/damaged, refund amount will be in full. | 4. '''Unauthorised Returns''': If the customer returns the product in our warehouse (customer did not contact us), we can refuse to refund the full amount after we confirm with the warehouse staff that the item is not defective. The refund will still fall under Change of Mind. However, if the product is defective/damaged, refund amount will be in full. | ||
Latest revision as of 15:12, 24 August 2023
Standard Operating Procedures (SOP)
1: SLA on Inquiries and Aftersales Issues: The customer's email must be replied within 48 hours, regardless of whether Lucy or our purchasing/technical or IT colleagues have responded or not;
2: Non-Delivery: For non-delivery more than 25 days, customer service representative (CSR) can directly operate the refund, and then contact the logistics provider to return the product to our warehouse (RTS);
3: Change of Mind: If the customer contacts our customer service colleagues and says that the purchased product is not suitable/changed their mind and needs to be returned, send them a return procedures immediately. This kind of return that is not caused by quality problems will be paid by them (customer). Final refund must be item price only.
4. Unauthorised Returns: If the customer returns the product in our warehouse (customer did not contact us), we can refuse to refund the full amount after we confirm with the warehouse staff that the item is not defective. The refund will still fall under Change of Mind. However, if the product is defective/damaged, refund amount will be in full.
Contact Persons
Lucy or Sylvia For technical concerns that need to be addressed by the purchaser we should include Lucy and Sylvia to the convo for them to approve the resolution. - they should know all refund requests (partial/full) for all types of cases.
>>> Please advise them to process a refund via Amazon Remote as we cannot not process the refund on our end.
Ticket Format:
Order ID:
Sku:
Amazon Order ID:
Reason why need to refund; Amount
