Process Update 2025

A. RETURN FOR CHANGE OF MIND - INTERNATIONAL ITEMS (CN Dropship Items / GZDS)

● Items with a total value of less than $60: Do not require a return.

● Items with a total value of more than $60: Escalate to the Purchasing Team to confirm if the item needs to be returned. Please take note that all returns for international items in NZ should now be returned to the NEW ASIAN address.

I. CRAZYSALES

1. Items Not Eligible for Return

For items not eligible for return, decline the customer's request explaining that the item is no longer eligible for return by quoting our Change of Mind policy and advise the customer the option to resell the item.

● If the customer disagrees: Offer a partial refund of 20% of the item's price. The customer can then keep the item or resell it. If the customer accepts: Process the refund and notify the purchaser.

● If the customer insists on a return and the item is in its original packaging and good condition:

A. For order with a total value of less than $60: proceed with Change of Mind refund, no need return and notify the purchaser.

■ Refund Calculation: (Total amount × 0.80) - Shipping Fee

B. For order with a total value of more than $60: forward the request to the purchaser for "Change of Mind" approval:

1. If the purchaser approves a return, provide the customer with return instructions. Upon receipt of the item, we will deduct a 20% restocking fee and the original shipping fee from the refund.

■ Refund Calculation: (Total amount × 0.80) - Shipping Fee

2. If the purchaser approves a refund without a return, first offer a 50% refund. If they decline, advise them to dispose of or keep the item. A 20% restocking fee and the original shipping fee will be deducted from the refund.

■ Refund Calculation: (Total amount × 0.80) - Shipping Fee

2. Items Eligible for Return

For eligible returns, forward the request to the Purchaser Team for approval. If the purchaser advises compensation, you may offer a refund of 30% of the item's price for the customer to keep the item. The customer can then keep the item or resell it.

● If the customer accepts: Process the refund and notify the purchaser.

● If the customer declines compensation:

A. For order with a total value of less than $60: proceed with Change of Mind refund, no need return and notify the purchaser.

■ Refund Calculation: (Total amount × 0.80) - Shipping Fee

B. For order with a total value of more than $60: forward the request to the purchaser for "Change of Mind" approval:

1. If the purchaser approves a return, provide the customer with return instructions. Upon receipt, a 20% restocking fee and the original shipping fee will be deducted from the refund.

■ Refund Calculation: (Total amount × 0.80) - Shipping Fee

2. If the purchaser approves a refund without a return, first offer a 50% refund. If they decline, advise them to dispose of or keep the item. A 20% restocking fee and the original shipping fee will be deducted from the refund.

■ Refund Calculation: (Total amount × 0.80) - Shipping Fee

II. BESTDEALS NZ and SPECIAL STORES (AU and NZ)

1. Items Not Eligible for Return

For items not eligible for return, decline the customer's request explaining that the item is no longer eligible for return by quoting our Change of Mind policy and advise the customer the option to resell the item.

● If the customer disagrees: Offer a partial refund of 20% of the item's price. The customer can then keep the item or resell it. If the customer accepts: Process the refund and notify the purchaser.

● If the customer insists on a return and the item is in its original packaging and good condition:

A. For order with a total value of less than $60: proceed with Change of Mind refund, no need return and notify the purchaser.

■ Refund Calculation: Item price refund

B. For order with a total value of more than $60: forward the request to the purchaser for "Change of Mind" approval:

1. If the purchaser approves a return, provide the customer with return instructions. Upon receipt of the item, we will issue and item price refund.

■ Refund Calculation: Item price refund

2. If the purchaser approves a refund without a return, first offer a 50% refund. If they decline, advise them to dispose of or keep the item and issue an item price refund.

■ Refund Calculation: Item price refund

2. Items Eligible for Return

For eligible returns, forward the request to the Purchaser Team for approval. If the purchaser advises compensation, you may offer a refund of 30% of the item's price for the customer to keep the item. The customer can then keep the item or resell it.

● If the customer accepts: Process the refund and notify the purchaser.

● If the customer declines compensation:

A. For order with a total value of less than $60: proceed with Change of Mind refund, no need return and notify the purchaser.

■ Refund Calculation: Item price refund

B. For order with a total value of more than $60: forward the request to the purchaser for "Change of Mind" approval:

1. If the purchaser approves a return, provide the customer with return instructions. Upon receipt, we will issue an item price refund.

■ Refund Calculation: Item price refund

2. If the purchaser approves a refund without a return, first offer a 50% refund. If they decline, advise them to dispose of or keep the item and issue an item price refund.

■ Refund Calculation: Item price refund

B. RETURN TO SENDER - INTERNATIONAL ITEMS (CN Dropship Items / GZDS)

1. Item Returned Due to Customer's Fault: This includes reasons such as no reason, attempted delivery, unclaimed, or incorrect address.

●Action: Confirm the delivery status and reason on the tracking website. Contact the Purchaser to see if a redelivery fee is required.

●If the customer prefers to RESEND the item:

■If a redelivery fee is required, provide the payment instructions and confirm the delivery address with the customer.

■If no fee is required, confirm the delivery address and advise the Purchaser to resend.

■If the customer refuses to pay the fee and insists the address was correct, ask the Purchaser if we can resend the item without the fee.

■Important: Update the customer with the new tracking number within 2-3 business days. For the estimated time of arrival (ETA), refer to the store's policy.

●If the customer prefers a REFUND:

■Process the refund by following the International "Change of Mind" Returns (CN Dropship Items / GZDS) policy for the customer's store.

■If the item cannot be resent and the Purchaser advises a refund, follow the same "Change of Mind" policy.

■If the customer insists the address was correct and the delivery was not attempted, request approval from the Purchaser or Team Leader for a full refund.

2. Item Returned Due to Courier's Fault: This includes issues such as courier error or exceeding the estimated delivery time (ETA).

●Action: Once the courier's fault is confirmed, ask the customer if they prefer a resend or a refund.

●If the customer prefers a replacement: Inform the Purchaser Team to resend the item. Update the customer with the new tracking number within 2-3 business days. For the estimated time of arrival (ETA), refer to the store's policy.

●If the customer prefers a refund: Forward the request to the Purchaser for a full refund.

3. Item Returned Due to Delayed Dispatch / Call Requests from Sharon and Jason

●If the customer prefers a replacement: Request a replacement from the Purchaser. Be sure to update the customer with the new tracking number within 2-3 business days. For the ETA, refer to the store's policy.

●If the customer prefers a refund: First, offer a refund for the item price only (for all stores). If the customer declines, process a full refund.

C. AFTER-SALES ISSUE: CN Dropship Items (From WingNie)
This section outlines the process for handling after-sales issues with dropship items from our Chinese vendors, focusing on fair resolution and customer retention.

1. No-Return Policy

●Items with a total value of less than $60: Do not require a return.

●Items with a total value of more than $60: Escalate to the Purchasing Team to confirm if the item needs to be returned. Please take note that all returns for international items in NZ should now be returned to the NEW ASIAN address.

2. Replacements for Older Orders

●For orders older than 3 months, the customer is responsible for the shipping costs of any replacement.

●If the customer accepts, contact the Purchasing Team to confirm the shipping cost.

●If the customer declines to pay for shipping, advise the Purchasing Team to resend the item at no cost to the customer.

3. Issue-Specific Resolutions

a. Faulty/Damaged Items:

●Offer a replacement with no need to return the item, try to persuade them to accept it.

●If the customer still refuses and the item is USABLE, offer a tiered compensation:

■1st attempt: 20% refund.

■2nd attempt: 50% refund.

■Final attempt: A full refund of the item price, with the customer keeping the item.

●If the item is NOT USABLE, offer a full refund.

b. Missing Parts:

●Offer to send the missing part(s) and forward the request to the Purchasing Team.

●If the customer is unwilling to wait and the item is USABLE, follow the same tiered compensation as with faulty/damaged items: 20%, 50%, and finally, a full item price refund.

●If the item is NOT USABLE, offer a full refund.

c. Not as Described:

●1st attempt: Offer a 20% refund.

●2nd attempt: Offer a 50% refund.

●Final attempt: Offer a full item price refund, with the customer keeping the item.

●If the customer still insists on a full refund, process it.

D. FOLLOW-UP PROTOCOLS
This section standardizes the follow-up process to ensure consistent and timely communication without overwhelming the customer.

1. General Follow-Up Rules

●Do not follow up daily. Allow for 2-3 business day window between each follow-up.

●For cases (negative feedback, dispute, PayPal cases, etc) open for a month or more, after the 3 follow-ups on the first week, follow up only once a week.

2. Department-Specific Follow-Ups

●Purchasing Team: If the team does not respond within 48 hours (2 working days), follow up. If there's still no response after another 24 hours, escalate the case to a Team Leader.

●Special Stores / eBay Cases:

○If a customer is unresponsive, follow up after 2-3 business days.

○The second follow-up should inform the customer that you will resolve the case due to a lack of response, but will reopen it once they reply.

○When necessary, include the third-party customer service team on the email for visibility.

3. Escalated Cases

●Negative Feedback: No more than 3 follow-ups within the first week from the date the feedback was received. Once a week followup within 1 month from the date of feedback unless the feedback is already revised/removed.

●Disputes (Trade Me, Special Stores, eBay cases): No more than 3 follow-ups within the first week from the date the case was opened. Once a week followup within 1 month from the date the case was opened unless the case was already closed/resolved.

●PayPal Cases: No more than 3 follow-ups within the first week from the date the case was opened. Once a week followup within 1 month from the date the case was opened unless the case was already closed/resolved.

4. SE, Supplier and Delivery Follow-Ups

● VFANG Cases: If the supplier is unresponsive after 2 follow-ups, escalate the case to Keyya or Nicole for a resolution.

● System Events: No more than 3 follow-ups. The last follow-up should advise the customer that we will cancel the order since we have not received any response.

● Courier Delays: (OUT OF ETA CASES / DELIVERED TO WRONG ADDRESS)

○ 15-business-day investigation: No more than 3 follow-ups with the courier.

○ 5-7 business-day investigation: No more than 2 follow-ups with the courier.

○ If the courier remains unresponsive by the due date, escalate the matter to the Team Leader for approval. If it's necessary to contact a courier to file a claim or chase an item after a customer has received a resolution, we'll follow up with the courier at least once a week until the item is returned or they provide a claim form or confirm LOST.

● Delivered Status: Follow up once with the customer to confirm delivery. The 2nd follow-up will advise the customer that due to no response, we will consider the item is delivered and the ticket will be marked as closed.

5. Crazysales / Bestdeals / TRADE ME / eBay Messaging:

● For the normal cases, which do not require immediate or special attention, do not follow up with the customer. Wait for them to respond and follow the proper status/ issue type accordingly. (sample cases: inquiries, order status, tracking information)

6. Feedback Request:

● To ensure a high-quality customer experience and maintain accurate records, we recommend the following: after an order is successfully delivered, send a single, proactive feedback request to the customer. This helps to secure valuable feedback without over-communicating. Similarly, for after-sales cases, a single feedback request should be sent only once the case has been fully resolved. This practice of monitoring and timing your communication correctly is key to providing efficient, professional service and avoiding customer dissatisfaction.

● Rationale: We are streamlining our follow-up procedures by eliminating unnecessary steps to enhance operational efficiency and clarity of communication. This approach simplifies our internal policies, reducing confusion and the potential for errors. By eliminating redundant tasks, we boost team productivity and save valuable time. Furthermore, this more direct communication style improves our professional relationship with international partners by avoiding unnecessary questions and demonstrating confidence in our processes.

E. RETURNED ITEMS: REPLACEMENT/REFUND (For All Stores)
This process ensures that refunds or replacements for returned items are handled efficiently and transparently.

1. Customer Return Tracking Protocol

● When a customer is returning an item, you must clearly instruct them to provide the return tracking number as soon as the parcel has been returned to the courier or picked up. It's recommended that you include this instruction directly in the return information you send to the customer. This ensures you can properly monitor the item's return and process the resolution promptly. (Ticket status should be RESOLVED)

● Once you receive this information, it's essential to immediately record the return tracking number and the courier's name in the backend. This ensures we can properly monitor the item and proceed with the resolution once it's received at the warehouse. (Ticket status should be IN PROGRESS)

● If a customer is unable to provide a return tracking number, you can take a proactive step to resolve the issue. Simply contact the courier directly or the Loss Team to request the tracking number for the returned item. This allows you to monitor the parcel's progress and ensure the return is processed smoothly.

2. Guidelines for Processing Returned Items. This guide outlines the protocol for handling and processing customer returns based on the urgency of the case.

● Non-Urgent Returns - Once a customer has provided a return tracking number, you are responsible for monitoring the parcel's delivery status. The agreed-upon resolution (refund or replacement) can be processed only after the item has been officially confirmed as delivered to our AU or NZ warehouse.

● Urgent & Special Store Cases- For urgent cases and returns from special stores, the resolution process can be expedited. You are not required to wait for the item to be delivered to the warehouse. Instead, you may proceed with the refund or replacement as soon as the return tracking number shows the parcel has been successfully picked up or is in transit.

3. Post-Processing Customer Notification. After processing a refund or replacement, you must notify the customer to confirm that the action has been completed.

● For Refunds: Immediately inform the customer that their refund has been processed.

● For replacements, please send a confirmation that the replacement has been shipped and provide the new tracking number. This allows customers to track the delivery of their new item. Please note that we need to provide the new tracking number within 24 hours (1-2 days) once it becomes available in our backend.

4. Handling Unauthorized Customer Returns - If a customer returns an item without our prior authorization or without receiving return instructions from us, you must still work to resolve the case.

● Please confirm with the customer the return address, tracking number, or receipt with the tracking details.

○ Once a customer provides return tracking information, the agent must monitor the delivery and advise the customer that their refund or replacement will be processed only upon its delivery to our warehouse. If the customer has used an incorrect return address, explain that they are responsible for contacting the courier directly for redirection and provide them with our correct return address, noting that this is their responsibility for not confirming the address with us first. Should the customer prove uncooperative, you must escalate the case to your Team Leader for approval.

○ For Urgent cases, Escalated Cases, or Special stores, please seek approval/advice from the Team Leader.

F. REFRESHER ON STANDARD OPERATING PROCEDURES (SOPs)

DATA 2025 (MAY to AUG)

This section covers essential standard procedures that are critical for maintaining quality and efficiency.

● Templates/Additional Information: To provide a more personalized and helpful customer experience, it is essential to customize all communication templates with specific details relevant to each customer's case. You can use AI as a tool to help update and improve these templates. Still, you must always proofread the generated content to ensure all necessary information is accurate and the message is clear, ultimately showing the customer you've actively understood their issue and are fully engaged in resolving it.

● Task Category: Please ensure you select the appropriate task category and strictly avoid creating duplicate records or using incorrect categories. Submitting multiple duplicate records or an incorrect task category results in an incorrect productivity count, which is considered fraudulent activity, will be marked as a Red Flag, and is subject to immediate review under our Zero Tolerance Policy (ZTP).

● Proper Ticket Statusing: Use the correct ticket statuses (referencing the internal wiki) for all stores to prevent premature surveys or avoidance and maintain accurate records. Reference: http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=Ticket_Status

● FAQ/ TECHNICAL ISSUES (Repetitive cases) - This should be recorded in our FAQ backend for the reference of the team for both AU and NZ stores.

● RMA (Return Merchandise Authorization): Ensure all AU orders (excluding VFANG items/ NZ orders) are properly documented in the RMA backend.

● SAFETY ISSUE: Any case involving a safety issue must be immediately escalated to your Team Leader, and this action must be logged in the backend using the exact phrase “Escalated to Team Leader” or “Forwarded to Team Leader” to ensure the concern is addressed promptly and transparently. Reference: http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=SAFETY_HAZARD

● Ticket Types: The Team Leader will collaborate with agents to clarify and update ticket types as needed.

○ Sample scenario: Change of Mind to POLICY. Faulty to INQUIRY. Courier/Delivery to WAREHOUSE. Account Issue to OTHERS. Quality issue/ Faulty / Not as described to CHANGE OF MIND (unopened) or POLICY (opened).

○ Reference: http://ph-wiki.crazysales.com.au/mediawiki/index.php?title=Kayako_Ticket/Issue_Types

● ABN (Australian Business Number): We can provide the ABN and GST as long as the order was paid and is being processed or sent. If the order was sent, just add “&gst=1” to the invoice link to retrieve an invoice with the ABN/GST. If the order is processing, please add “&gst=1” to the invoice link and go to PAINT or ADOBE and manually put ABN: 66 166 623 169 (AU) and GST Number: 111-740-321 (NZ).

● Initial Resolution: For ALL STORES (Please include MDDS)- Exemption for Vincent Fang Items / International Items (From Sir Vincent Fang Updates)

○ For all items costing under $60, CSR can proceed with the REFUND/ REPLACEMENT after the customer provides proof; no need to return. No need to ask or check with Chilly/ Breezy. REMINDER: Please do not forget to inform the Purchaser / Technical Team once the resolution has been made.

○ For complicated cases, please escalate to Sir Vincent, or you may ask the Team Leader.

● WeCom Cases: (Escalated by Sir Vincent)

To ensure real-time communication and effective customer follow-up, you must check WeCom every morning and again one hour before clocking out, using those times to acknowledge and respond to the Technical Team and Purchasers; furthermore, you are required to immediately forward any resolutions from those teams to the customer, while all progress updates must be relayed to Special Stores or Urgent cases within the same day as much as possible and to all other stores ( Non urgent ) within 1-2 working days. Lastly, as a strict rule for visibility and support, you must always create a Group Chat (GC) for any contact with the Technical Team or Purchasers, regardless of the issue, ensuring that TL Will and QA Ivy are included in the conversation.

● Escalation: All cases must be escalated if they exceed 14 days (non-special stores) or 7 days (urgent/special stores/escalated cases). To prevent this, you can escalate the case if it’s more than 10-12 days (non-special stores) or 5-6 days (special stores/escalated cases). Failure to comply will be marked as a critical process violation during quality audits. Please note this will be strictly monitored to avoid escalation from Sir Vincent, Sir Kevin, Vian, Lucy, China Team, etc..

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Please be advised that all processes and protocols detailed in this documentation have been finalized and will be recorded in the company Wiki.
These are no longer POINTS OF CONSIDERATION but are now OFFICIAL Standard Operating Procedures. As a result, compliance with these topics will be measured directly in your Quality Audits. Failure to follow these established guidelines will result in deductions from your audit scores according to the Guidelines. Thank you!

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