TABLE OF CONTENTS

• General Information
  • Customer Contact
• Returns
  • Change of Mind Returns
  • Returns for Testing/Faulty
• Replacements
• Refunds
  
  

General Information

• Important URL: https://sfapp.shiphero.com/dashboard/
• Credentials: This is not in Teams ID. Must be added by an admin of the website.
• Shipping Method: ShipHero uses a variety of carriers. These include (but are not limited to) USPS, FedEx, UPS, DHL
• Order information: All orders begin with DPUS

Customer Contact

• ShipHero customer support can be reached by submitting a ticket. 
  1. Locate the Help icon in the menu located on the left side of the website.
  2. Click the icon to open the Help menu.
  3. Select submit a ticket button in the top right corner.
  4. When submitting a ticket, be sure to add as much information as possible. This includes the order number, details of issue, screenshots when possible. Always CC your work email so you receive the response directly. 
• ShipHero customer support will reply via email. 
• ShipHero customer support can also be reached by email at: [email protected]
     

Returns

All returns are sent to the US PO Box. Returns are picked up and processed on Thursdays and Fridays of each week.

Change of Mind Returns

1. All change of mind returns are shipped at the customers cost.
2. After receiving a photo of the products the customer wishes to return and informing them of 20% restocking fee for opened items send customer /RPL DrPen US POBOX
3. Add all information to Monday  
4. Update Monday/Jennine with tracking information when customer sends response

Returns for Testing/Faulty

1. After receiving proof (video/photo) of fault create a pre-paid return label for customer using the following link:
2. Return Portal – Dr Pen US 
3. Send customer pre-paid label via email. 
4.  Add all information to Monday and send order/tracking information to Jennine
   1. **Please note, in order to create a pre-paid label the settings need to be changed in ShipHeros system to approve the payment of the label.**
      1. Under Settings menu select Returns
      2. Click the boxes next to Approved Returns and change the amount of days if needed.
      3. Save all updates
      4. Once pre-paid label is complete, please change back to original settings.
          

Replacements

Replacements do not always require returning products to us.

1. Request video proof and explanation of the device not functioning properly. 
2. If video proves fault, confirm shipping address and put information on Monday.
3. In ShipHero bring up original order. Select "More Actions" menu in the top right corner of screen.
4. Select "reship items". This will bring up a list of previously shipped items. 
   1. Change the quantity of the item you wish to replace. 
   2. Please note, some items are part of a bundle (eg: DP-PK-600 for the M8 and cartridge bundle). 
   3. Update the quantity of the device only (eg: DP-DM-600US for the M8).
5. When replacing with a different item, skip step 4 and follow the instructions below:
   1. Select "Add items"
      
      
   2. Enter sku of item you are issuing for replacement. 
   3. Do not enter bundle SKU's for replacements as they will not ship. You must enter the individual skus. 
6. Let customer know that the system will automatically resend the original order confirmation when the replacement is processed, so please disregard the details on it. 
7. Follow up with tracking information to customer via email

Refunds

1. Refunds for unfulfilled orders:
   1. Check shiphero to make sure the order is not being processed. No changes can be made to orders if shiphero has begun processing. 
   2. If order is showing as "Ready" next to the order number, place order on client hold using the Hold Order button in the top right corner. 
   3. In shopify, select the "More actions" menu in the customers order. Select "cancel order" and be sure to refund customer and select reason.
   4. Put all information on Monday. 
   5. Remove client hold on Shiphero and confirm order is cancelled.