Returns Process

TABLE OF CONTENTS

• Returns Process
• Process Information
  • Getting Product Returned
    • Faulty product
    • Change of Mind
  • Product Received 
  • Faulty Product Testing
  • Sending Replacement/Exchange
• Canned responses
  • Product Return - Change of Mind
  • RPL *Brand Name* - Faulty Product
  • RFT - Received For Testing
  • Product Returned & Refunded
  • Product Replacement Sent
  • Video Received - Replacement Sent

Process Information

Every replacement and return must have:

• Ticket in Freshdesk with customers order number, email, and details on it
• Information added into Monday Board with requested outcome

• When processing refunds on returned items, please do not restock the item in Shopify under any condition.
• Provide the product to your warehouse store person with the print out of the Testing Record Export.
• There is also a new "Testing Status" for post testing. 
  • Now products that are deemed not faulty will be sorted into "Good - New" and "Good - Refurb". 
  • This refers to the resalable quality of the item and whether it will be sold as new or if it will be sold as a refurbished product. 
  • This does not affect the refund to the customer if it is being sold as a refurb.
    

Getting Product Returned

Faulty product

1. Confirm through troubleshooting process that the device is faulty and/or eligible for return on the website
   1. You can also see the list of products and whether or not we need to get them returned here
   2. If we do not need to get the product returned then you must get a video from the customer and upload to the Monday Board.
2. Must fill out this information on the Return Fulfilled Orders Monday board as per the process outlined here
3. Send canned response - RPL *Brand Name* - Faulty Product
   • If in chat advise customer that we will send them an email with the return information
4. Place ticket into Waiting on Customer until the customer sends the tracking information
   • If customer has not sent tracking information within first reopen place into "Waiting on Shipping (Inbound)"
5. Once tracking information is received update this in the Inbound Tracking Number on the Monday Board

• Send RPL & immediate replacement after receiving tracking information for special circumstances ONLY (Dr Pen Professional Use, etc)
• For all other returns we will need to get the device back and tested before we send out the replacement

Change of Mind

1. Confirm that the device is eligible for return as change of mind 
   • Change of mind period is 30 days for all brands except for SpyStore. 
2. Must fill out this information on the Return Fulfilled Orders Monday board
   1. Item SKU
   2. Quantity
   3. Order number
   4. Person
   5. Request Date
   6. Reason - Change of mind
   7. Issue Reported (Previously Testing Notes) - Why they changed their mind (if given)
   8. File - Does not need to be filled out
   9. Requested Outcome (Formerly Type) - What a customer hopes to get from the return
      • This is now Replacement/Exchange or Refund/Credit
   10. Return Location
3. Send canned response - Product Return - Change of Mind 
   • If in chat advise customer that we will send them an email with the return information
4. Place ticket into Waiting on Customer until the customer sends the tracking information
   • If customer has not sent tracking information please follow Waiting on Customer process
5. Once tracking information is received update this in the Inbound Tracking Number on the Monday Board

Receiving Returned Item 

1. Michael/Customer Team to receive and filter returned items that need testing and to pass items those products that require testing to the customer service team.
2. On same day the item is received testing team will update Monday Board the "Testing Status" to Waiting for testing 
3. Send canned response RFT - Received For Testing to customer. Confirm shipping address for orders that will require replacements. 
   • We do this so that they don't expect that as soon as the item arrives we will jump straight onto testing it
4. Change ticket status to Waiting on Shipping (Inbound) 
   • This will be set so Waiting on Shipping tickets reopen after 72 hours

Faulty Product Testing

1. Testing person assigns themselves as the Testing Person and sets test date in Monday Board
2. Carry out testing on device 
3. Update the Testing Status with the results 
4. Update the Solution with the outcome of the testing
   
   
5. Advise the customer of the outcome of the testing and perform the following: 
   1. If requesting refund for change of mind no approval is required 
      1. Send canned response Product Returned & Refunded
      2. Open order in Shopify and hit refund in the top right
      3. Hit the up arrow on the product number to balance out the refund amount
      4. Do not restock the product in Shopify
      5. Provide product to warehouse and they will sort the restocking of the product
   2. If requesting a refund for faulty product then 
      1. Add in the refund amount onto the Monday Board
      2. Contact Jennine on Slack with the order number and refund amount
      3. Once Jennine has approved the refund in Monday Board then you will be notified by email
      4. Once this has been approved send canned response Product Returned & Refunded
      5. Open order in Shopify and hit refund in the top right
      6. Hit the up arrow on the product number to balance out the refund amount
      7. Put in reason for refund
      8. Restock item with the location set to "Faulty"
   3. If requesting a replacement confirm shipping address and enter replacement into DEAR
   4. If repair is possible then send out the repaired device
6. Export Testing Record from Monday Board and leave with faulty item in warehouse
7. Update Testing Status in Monday Board to relevant status based on testing

Sending Replacement/Exchange

To be written

1. Item should already be on Monday Board with video as per the Return for Replacement process
2. Once we have received the tracking information or the video and confirmed the fault can send the replacement
3. Then need to do -R process in Dear - be sure address is confirmed and the pricing on product and shipping has been changed to 0.00.
4. Make sure we authorise the unit when -R the order in order to Notify the inventory team so they can arrange the replacement to be send out immediately.

Don't send replacement until we receive the tracking information from the customer in all cases! 

Canned response: 

Replacement - Need item back 

Replacement - Don't need item back (still need video)

Canned responses

Product Return - Change of Mind

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RPL *Brand Name* - Faulty Product

Thanks for getting in contact with us, 

To return the product please follow the link below and fill out your details. If your original purchase date is not valid, use the date of return being sent. 

When reaching the reason for the return please select Faulty, and you will not be charged for this shipment. 

https://return.auspost.com.au/AETERTEKAU

You can print the Return Post Label, or use the digital QR code that can be scanned directly off your phone at the post office and return your packaged contents to us.

When you've completed this process, please reply to this email thread with the tracking information you've been provided and we'll be able to follow up with your case promptly!

If you have any further questions just let us know.

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RFT - Received For Testing

Please be advised this can take 3-5 business days depending on the testing teams workload.

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Product Returned & Refunded

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Product Replacement Sent

Thanks for returning your product to us. Our testing team have been able to confirm the fault you reported and we've organized your replacement to be sent out. 

This will be shipped within the next 1-2 business days and you will receive the delivery and tracking information once this has been processed by the courier.

We have tested the replacement to ensure it's functioning correctly so you should have no issues at all with your new device!

If you have any questions or queries please let us know

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Video Received - Replacement Sent

Thanks for shooting the video for us demonstrating the fault, much appreciated. 

We've organized your replacement to be sent out to you. This will be shipped within the next 1-2 business days and you will receive the delivery and tracking information once this has been processed by the courier.

We have tested the replacement to ensure it's functioning correctly so you should have no issues at all with your new device!

If you have any questions or queries please let us know

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