Wrong item received - AU

1. Ask for proof using the template from Wrong item sent AU.

2. Once proof is obtained, carefully examine it before submitting a case on the support/approval form. You should be able to identify first if the customer has received the correct item or not based on the order details on the Backend and the photos provided by the customer so you can come up with a good recommendation or resolution.

3. Submit a case with your recommended resolution on the support/approval form: https://docs.google.com/forms/d/e/1FAIpQLSeiCjUfAEXNLv406E8EUvg70tjXI7zXjw-daHgLKU_HUWIrEg/viewform

4. If you have proven that the customer has received a wrong item, you should try to offer it to the customer in a discounted price approved by SME/TL. You should refer to the wrong item's listing page to see the price of the item and use it as a basis of your discount. Please refer to the template provided on Wrong item sent AU. Please do not forget to confirm with the customer if they still want the original item they ordered or if they want refund.

5. Record the issue in RMA form: https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform Select WRONG ITEM SENT for the Issue, RECORD WRONG ITEM for the Resolution, and at the Remarks section mention the SKU of the Wrong Item.

6. If the customer has decided to keep the wrong item at a discounted price and has paid for it and at the same time required the original item to be sent, please ensure to request replacement item via RMA on time.

7. If the customer has decided to keep the wrong item and no longer wants the original item ordered, you must either process refund for the extra amount paid or difference if the wrong item received has a cheaper price, or ask the customer to pay the difference if the wrong item received is more expensive than the original item ordered.

8. If the customer declined to keep the wrong item at a discounted price, you must provide return procedures for refund or replacement depending on what the customer wants.

NOTE:

• Please ensure that you always log complete notes on the Backend, most importantly the SKU of the wrong item received. All refunds must be logged in the RMA except for Vincent Fang items.
  
• Find the listing page of the wrong item received on the store where the customer has bought the item and refer to the current advertised price when providing discount.

• Ask for SME or TL's to approval for the discount before offering to the customer.
  

• Ask Warehouse staff to adjust the actual stock in the inventory if the customer kept the wrong item.
  

• DO NOT FORGET to record the wrong item case in the RMA Form.