Our customer initiated a return without following our policy for acquiring a Return Authorization number. After the customer tracked her return she called the same day requesting a refund. Our return policy requires a return authorization so we can effectively reconcile and trace our...
returns similar to Amazon. We ship many orders ourselves but in this case, her order was shipped from two different national distributors that ship tens of thousands of orders per day. When a return authorization is not generated the distributor has no idea whom the customer’s account belongs to, and unless we initiate a request for a search for the return the item most often never gets found or refunded to our account. Upon the customer calling our representative we asked if at minimum the packing slip was included but the customer did not remember. Our representative told the customer it is possible the item would not be able to be traced but we would initiate a search for her product so we could verify the product was in returnable condition and could then refund the customer. Our customer was not happy with this response and demanded an immediate return since her tracking showed it had been received by the distributor. We regret the customer was not happy and did not follow our returns policy. We spoke to our involved CS reps about the call and discussed how better to help this customer to avoid the customer feeling like her return may not be refunded but rather it would take a few more days for the warehoused to follow up with us to get the return processed. Our CS representatives deny the customer had been hung up on, and it is not our policy to handle calls this way. We have reinforced this policy with the involved CS representatives. Prior to the Revdex.com complaint the customer had been refunded for the first return and today we have refunded for her 2nd item as well as an item that was on back order. Her total refund to date is $184.01
Our customer initiated a return without following our policy for acquiring a Return Authorization number. After the customer tracked her return she called the same day requesting a refund. Our return policy requires a return authorization so we can effectively reconcile and trace our...
returns similar to Amazon. We ship many orders ourselves but in this case, her order was shipped from two different national distributors that ship tens of thousands of orders per day. When a return authorization is not generated the distributor has no idea whom the customer’s account belongs to, and unless we initiate a request for a search for the return the item most often never gets found or refunded to our account. Upon the customer calling our representative we asked if at minimum the packing slip was included but the customer did not remember. Our representative told the customer it is possible the item would not be able to be traced but we would initiate a search for her product so we could verify the product was in returnable condition and could then refund the customer. Our customer was not happy with this response and demanded an immediate return since her tracking showed it had been received by the distributor. We regret the customer was not happy and did not follow our returns policy. We spoke to our involved CS reps about the call and discussed how better to help this customer to avoid the customer feeling like her return may not be refunded but rather it would take a few more days for the warehoused to follow up with us to get the return processed. Our CS representatives deny the customer had been hung up on, and it is not our policy to handle calls this way. We have reinforced this policy with the involved CS representatives. Prior to the Revdex.com complaint the customer had been refunded for the first return and today we have refunded for her 2nd item as well as an item that was on back order. Her total refund to date is $184.01