Difference between revisions of "Catch Refund"
From crazysales
(Created page with " :- refund via Catch Account only") |
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| + | For refund cases, adhere to the following procedure:<br> | ||
| − | :- | + | If the case is Change of Mind (COM):<br> |
| + | ::1. Request a photo of the unopened item.<br> | ||
| + | ::2. If the box remains unopened or all criteria are met, submit the approval form. Upon approval, proceed with the return by providing the necessary COM instructions.<br> | ||
| + | ::::Template: http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=Change_of_mind_-Catch/Kogan/Mydeal/MySale<br> | ||
| + | ::3. Request the consignment number and await the arrival of the parcel at the warehouse.<br> | ||
| + | ::4. Process the refund of the item price to the backend and submit the RMA.<br> | ||
| + | If the case involves a Faulty item, etc.:<br> | ||
| + | ::1. Offer compensation as a first to second offer.<br> | ||
| + | ::2. Escalate the case to the Technical team and send a reminder.<br> | ||
| + | ::3. Await resolution and follow up accordingly. If declined, seek TL approval.<br> | ||
| + | ::4. Process the refund to the backend and request an RMA.<br> | ||
| + | |||
| + | |||
| + | |||
| + | '''CATCH UPDATE ON REFUNDS FOR CLOSED ORDERS:''' | ||
| + | |||
| + | *When a refund is to be processed for a closed order (12 months or older), please do not ask the customer for bank details - all transactions must remain within the platform. In the instance where you have a closed order and require a refund, please email sellers@catch.com.au | ||
Latest revision as of 10:15, 25 April 2024
For refund cases, adhere to the following procedure:
If the case is Change of Mind (COM):
- 1. Request a photo of the unopened item.
- 2. If the box remains unopened or all criteria are met, submit the approval form. Upon approval, proceed with the return by providing the necessary COM instructions.
- 3. Request the consignment number and await the arrival of the parcel at the warehouse.
- 4. Process the refund of the item price to the backend and submit the RMA.
- 1. Request a photo of the unopened item.
If the case involves a Faulty item, etc.:
- 1. Offer compensation as a first to second offer.
- 2. Escalate the case to the Technical team and send a reminder.
- 3. Await resolution and follow up accordingly. If declined, seek TL approval.
- 4. Process the refund to the backend and request an RMA.
- 1. Offer compensation as a first to second offer.
CATCH UPDATE ON REFUNDS FOR CLOSED ORDERS:
- When a refund is to be processed for a closed order (12 months or older), please do not ask the customer for bank details - all transactions must remain within the platform. In the instance where you have a closed order and require a refund, please email sellers@catch.com.au
