Difference between revisions of "Change of mind -Crazysales"

Revision as of 14:04, 29 March 2021

STEP A: If no photos provided to show the status of the item, request for photos in the initial email using the template below:

We understand that you wish to return your order for a refund due to change of mind (xxxinsert exact reasonxxx). Please note that under our return policy for 30 day change of mind at https://www.crazysales.com.au/article/30DayChangeMind?loadType=true

• Item to be returned must be in their original re-saleable condition with all tags and packaging (ready to be put back on the shelf).
• The item/s are NOT opened, used, worn or damaged.
• The refund amount will not include delivery costs. If the item was delivered for free, delivery cost will be deducted.
• Handling fees will apply at 20% of the purchase price.
• The return of the item is the responsibility of the buyer.

In this case, our supplier's technical team will require photos to check if the item is eligible for return. Please send us photos of the item showing that it is still in its original packaging.

Once we receive the photos, we will forward them to our supplier for approval. Thank you for your cooperation.

STEP B: If photos are already provided in the initial email showing item is in a good and original packaging and unopened/sealed, use the template below

We understand that you wish to return your order for a refund due to change of mind (xxxinsert exact reasonxxx). Please note that under our return policy for 30 day change of mind at https://www.crazysales.com.au/article/30DayChangeMind?loadType=true

• Item to be returned must be in their original re-saleable condition with all tags and packaging (ready to be put back on the shelf).
• The item/s are NOT opened, used, worn or damaged.
• The refund amount will not include delivery costs. If the item was delivered for free, delivery cost will be deducted.
• Handling fees will apply at 20% of the purchase price.

We have checked the photos your provided and your return has been approved. To return the item, please follow the steps below:

1. Please complete the RETURN AUTHORIZATION FORM on the link shown below and include it on the parcel to be returned. Kindly write down "crazypoints refund = XXXXXXX points" at the "REMARKS" section.

http://www.crazysales.com.au/upload/download/czrma.doc

2. Kindly write your RETURN AUTHORIZATION number which is RAXXXXXXX on the “ORDER ID” field near the sender address in order for us to recognize your parcel.

3. Please make sure that ALL ACCESSORIES (if applicable) that came along the original packaging of your parcel is included upon return of the item back to us for an immediate refund process.

4. Take a photo of the package. (This will be used just in case there will be issues with the courier mishandling the item)

5. Please proceed in sending the item back to us at the address shown below:

P.O. BOX 1016
Springvale VIC 3171
Or
2/5 Brear St, Springvale VIC 3171

In addition, we strongly suggest if you could use REGISTERED MAIL in order to obtain a receipt with tracking number for both parties to immediately locate the whereabouts of your parcel. Please note that all returned items will be reviewed upon receiving the item to ensure that they meet the terms and conditions listed on our 30 Day Change of Mind Policy. Goods that do not match the terms and conditions will be returned to you at your cost.

By proceeding with the return, it will mean that you have read and agreed with the terms and conditions.

STEP C: If photos are provided after you requested (STEP A) and they are showing item is in a good and original packaging and unopened/sealed, use the template below

Thank you for providing us the photos requested. We have checked them and your return has been approved. To return the item, please follow the steps below:

To return the item, please follow the steps below:

1. Please complete the RETURN AUTHORIZATION FORM on the link shown below and include it on the parcel to be returned. Kindly write down "crazypoints refund = XXXXXXX points" at the "REMARKS" section.

http://www.crazysales.com.au/upload/download/czrma.doc

2. Kindly write your RETURN AUTHORIZATION number which is RAXXXXXXX on the “ORDER ID” field near the sender address in order for us to recognize your parcel.

3. Please make sure that ALL ACCESSORIES (if applicable) that came along the original packaging of your parcel is included upon return of the item back to us for an immediate refund process.

4. Take a photo of the package. (This will be used just in case there will be issues with the courier mishandling the item)

5. Please proceed in sending the item back to us at the address shown below:

P.O. BOX 1016 Springvale VIC 3171 Or 2/5 Brear St, Springvale VIC 3171

In addition, we strongly suggest if you could use REGISTERED MAIL in order to obtain a receipt with tracking number for both parties to immediately locate the whereabouts of your parcel. Please note that all returned items will be reviewed upon receiving the item to ensure that they meet the terms and conditions listed on our 30 Day Change of Mind Policy. Goods that do not match the terms and conditions will be returned to you at your cost.

By proceeding with the return, it will mean that you have read and agreed with the terms and conditions.

NOTE:

• Please make sure that all XXXXX has been replaced with the correct information before sending your email response to the customer.
• RA number is RA + order number of the customer. (e.g. RA123456)
• To add refund request via CrazyPoints, please refer to: http://106.75.199.24/mediawiki/index.php?title=CRAZYPOINTS_REFUND_-_CrazySales
• If the customer cannot download the form from the given link, send the link below:

https://drive.google.com/file/d/0B-yaBaAyW_SATkRhWlV3ZFVmN28/view?usp=sharing

EXEMPTIONS: Out of the normal cases, needs CS Manager Approval first.

• For all exemptions, please make sure that you have rejected the customer once and have explained reasons why in a polite manner, based on our Terms & Conditions.*

1. Customer is requesting for monetary refund instead of store credits.

Template: As a valued customer, our Manager approved as one time Goodwill, a monetary refund to be processed under your original mode of payment. A refund will be processed to your xxxmode of paymentxxx account. Please allow 2-3 business days for the refund to be completed. Thank you!

2. Customer stated the item was defective after several use.

Note: Please be advised that this case does not fall under our 30 Days Money Back Policy and will be treated within/outside the 14 days DOA and we will process the case accordingly.

• For the Special Arrangement box on the work flow below, please make it a point to ask for CS manager approval first. If CS Manager is unavailable please contact Technical Manager to seek approval. All CS manager approvals are recorded accordingly for KPI & QA scoring reference.*