Return to Warehouse (AU) Training

Items that are returned to our warehouse, due to the following reasons but not limited to delivery or address issues, customer refused the delivery, CSR authorized returns for defective items or customer changed their mind, are check and recorded by the warehouse and/or RA staff in the Return to Warehouse (RTW) sheets. The list of returned items should be monitored by the CSR to be able to provide an appropriate resolution to the customer in a timely manner.

Procedures:

1. Go to the RTW Sheets: https://docs.google.com/spreadsheets/d/1zovpEjJi8lfGBhgftWWTO9TpFOgyofLOC9nRv7GTqro/edit?pli=1#gid=410269326

2. Get the Order ID (listed under your name or of your buddy's).

3. Go to the CS Backend and open the order to check the order details.

4. Check the order logs or review the previous notes regarding the case on the order to confirm the issue and agreed resolution.

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5. Contact the customer to confirm the reason for return if there is no previous contact made, or offer a resolution or process the agreed resolution based on the previous customer interaction. Please note that the process of contacting the customer may depend on the store or platform where the customer has ordered the item.

6. Update the record on the RTW Sheets.