Process Notes

This process allows us to keep track of what we have agreed to with customers and communicate within our team and other departments with minimal effort.

Monday Board needs to be filled out when:

• Having items returned for refunds and replacements
• If sending replacement for a faulty item even if not receiving product back 
  • Video/picture evidence needs to be uploaded for these
• Customer is returning item within first 30 days as not satisfied
• Items missing from order
• Incorrect item sent

If the item does not need to be returned but we are sending out a replacement device you must upload a video of the product being faulty.

All columns are mandatory so if there is no ticket number, make sure you create one.

Process

1. Once you have confirmed that the product is eligible for return or replacement open up the Return Fulfilled Orders Monday board and click Form at the top of the page. Then click preview at the top on the right hand side
   
   
   
   
2. Fill out the information on the product
   
   
   
3. Next fill out the information around why the product is being returned as well as the outcome the customer is seeking
   1. The options for "Reason" have been simplified, this is so that when products are received the warehouse team can quickly sort through what does/doesn't require testing.
      1. Click here to see a spreadsheet on how the previous "Reasons" fit into the new
   2. Any product that requires testing is to also be tagged with  "To be Tested"
   3. If a customer has used a product but returned with Change of Mind and you are unsure of the condition, also add the tag "To be QA'd"
      1. The only time these additional tags are not to be used are when you are certain that the item is in resalable quality.
4. Once you've filled out all the information on the form hit Submit and confirm that it has been added to the Board
5. Fill in the "Requested Outcome" column from one of the options

When received by the warehouse all products with To be Tested will be passed to the Customer Service Team and all products with "To be QA'd" can be reviewed by the warehouse.