Manual Return Collection Booking SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Step 1 - Complete the M24 Returns - Manual Collection Request form

  • Step 2 - Confirming the collection

• 4. Attachments/Appendices 

• 
  

1. Purpose

This SOP outlines the procedure for logging a manual return collection with M24 Logistics when we’re unable to log the collection via BashAdmin

2. Scope

This SOP covers the manual collection booking process for JD Sports returns, due to -

• System issues on Bashadmin are preventing a collection from being booked

• Rebooking a failed collection

3. Procedure

Step 1 - Complete the OTD Returns - Manual Collection Request form

NB. If the customer is returning items from multiple orders, we will need to complete a separate manual collection form for items originating from a different order.

1.1) Fill in all of the required fields for the collection and be mindful of the following:

• Only use the JD order number in the Order number field.

• Add or select the collection address

• Include all the relevant SKU’s and specify how many of each SKU is being returned

• Select the corresponding reason for the manual return (opposed to booking via BashAdmin)

1.2) The form response will be recorded on the OTD Returns - Manual Collection Request (Responses) Sheet.

Step 2 - Confirming the collection

2.1) Add a note to the Freshdesk ticket explaining why the Manual Collection Form was used instead of Bashadmin.

2.2)Using the order number, locate the collection booking on the  OTD Returns - Manual Collection Request (Responses) Sheet.OTD updates this sheet throughout the day, they will add a collection reference to the request within 1 business day (see annexure A). The reference can then be provided to the customer.

4. Review and Revision History

[Document any changes made to the SOP, including the date of revision, a brief description of the change, and the name of the person making the revision.]

5. Attachments/Appendices

Annexure A:

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.