Handling Returned Item Queries v1
The purpose of this SOP is to give an idea of how to process Email Handling Returns.
Overview#
Purpose: The purpose of this SOP is to give an idea of how to process Email Handling Returns.
Scope: This applies to customer service representative staff and all staff personnel who is in charge of this process.
Responsibility: It is the responsibility of all staff to follow the standard operating procedure on Email Handling Returns.
Objective: The objective of this procedure is:
- to guide employees on Email Handling Returns.
Email Handling Returns
Procedure#
IN ALL CASES FIND OUT THE FOLLOWING:
What they ordered? What they received? What they should have ordered?
We will focus mostly on the eBay returns as these are the most important in terms of needing to keep on top of these
Each case will be different, but it is important to resolve and reach a resolution as quickly as possible. It is important to accept return request by a way of avoiding a case being opened as 9/10 eBay will side with the buyer.
If a customer is returning an item and has selected 'Buyer Pays' - accept the return request and you are covered
If a customer has selected 'Buyer Pays' due for items being missing for example, find out what is missing and get it sent to the customer, make sure to follow up and ask customer if received and if so kindly ask them to close the request so then it is not escalated
There is now a policy where eBay automatically approves some eBay returns. It is important to check these regularly (once in the morning & once in the evening). Whatever the customers comments are you can try to resolve (i.e. won’t fit – message the customer & ask for more information such as pictures & we can resolve in any case)
If a customer is returning an item that has been purchased from eBay, please ensure that there is communication stating about the return. If the item is returned within 30 days, you will be able to cancel the order through eBay. If it is over 30 days you are unable to - refund will need to be processed through PayPal but before you do that you need to communicate with the buyer and say something like 'I have received your return, is it okay for me to proceed with the refund?' and wait for a response. If there is no response and the refund is processed, then it is a defect for us.
If a customer has opened a request and selected seller pays but turns out to be that the postage is the responsibility of the buyer example: side bars purchased, and
buyer says he doesn't want to drill the van, drilling stated on the advert blah blah, buyer agrees to send back himself. We still need to accept the return request but don't upload a label. If the request is not accepted, then the buyer will be able to eventually open a case and receive a refund.
Need to know with smaller value items if there is a potential problem with them it is best to refund / accept the return if it goes that way (customer not playing ball)
With larger items try to reach agreement by offering to split delivery costs
Notes#
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
This document is important because this gives an idea about the procedure of Email Handling Returns.
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