Difference between revisions of "*CHANGE OF MIND"

Revision as of 13:58, 27 July 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 a change of mind (xxxinsert exact reasonxxx). Please note that under our return policy for 30-day change of mind at https://www.bestdeals.co.nz/article/warranty

• 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.
• The return of the item is the responsibility of the buyer.

In this case, our 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 technical team 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:

Hi xxx,

Good day. We hope all is well.

We understand that you want to return your item. Online shopping sometimes means you don't get exactly what you had in mind. That is why we encourage all customers to review their orders before completing the checkout to avoid any disappointments. Since we have the 30 Change of Mind Policy, you can return the item at your cost and we will be more than willing to refund the purchase price back to you via the original payment method. Delivery and handling fees are not included in the refund since these are not refundable. Kindly send the item back in its original packaging to the address below:

Zeaway Limited 8 Hautu Dr, Wiri, Auckland 2104

IMPORTANT: Please do not forget to write your order number "xxxxxxxx" on a piece of paper and include it in the parcel. Please be reminded that our warehouse is located in a commercial area and we may not be able to receive returned parcels sent by NZ post. Therefore, we suggest that the item should be returned by a courier. Thank you for your understanding.

Kindly provide us your return tracking number so that we can immediately locate the whereabouts of your parcel.

Once we receive the item in good condition, we will process the refund of $xxxx back to you via the original payment method.

NOTE: Please be advised that we cannot facilitate customers returning the item directly to our warehouse for your own security and there will be no available staff that can accommodate you. Thank you for your understanding and patience.

Kind Regards,

Customer Service

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:

Kindly send the item back in its original packaging to the address below:

Zeaway Limited 8 Hautu Dr, Wiri, Auckland 2104

IMPORTANT: Please do not forget to write your order number "xxxxxxxx" on a piece of paper and include it in the parcel. Please be reminded that our warehouse is located in a commercial area and we may not be able to receive returned parcels sent by NZ post. Therefore, we suggest that the item should be returned by a courier. Thank you for your understanding.

Kindly provide us your return tracking number so that we can immediately locate the whereabouts of your parcel.

Once we receive the item in good condition, we will process the refund of $xxxx back to you via the original payment method.

NOTE: Please be advised that we cannot facilitate customers returning the item directly to our warehouse for your own security and there will be no available staff that can accommodate you. Thank you for your understanding and patience.

Kind Regards,

Customer Service

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

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

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 workflow below, please make it a point to ask for BD manager approval first. If BD Manager is unavailable please contact Technical Manager to seek approval. All BD manager approvals are recorded accordingly for KPI & QA scoring reference.*