In-store returns SOP

Table of Contents

• 1. Purpose

• 2. Procedure

  • Key points

  • What items are not eligible for store returns

  • Things to include when returning an item

In-store refunds

In-store exchanges

1. Purpose

This SOP covers the process that needs to be followed when a customer would like to return an item in-store.

2. Procedure

Key points -

• JD Sports items have to be returned at a JD Sports store, not any other TFG stores. (courier collections are available as well)

• A refund can be issued immediately in-store

• The customer has the option to exchange the item if the store has stock available 

• A customer can return the item in-store without reaching out to JD Sport Support.

What items are not eligible for in-store returns? -

• Items that are marked as non-returnable

• Items that are no longer eligible for return -

  • Outside of the return window

  • Used items

Things to include when returning an item

• Invoice, delivery note or returns form (one of these)

• Original packaging

• Product tag

In-store refunds:

When a customer returns an item in-store, the refund is issued immediately to the original payment method. If the customer paid via Credit Card, the customer will need to provide the credit card used for payment in order to have the refund issued back to the card. If the customer paid via credit card, and they are unable to provide the credit card upon return, the refund can be given in cash. If the customer paid via Debit Card, the refund will be given in cash.

In-store exchanges

Here are some important points for exchanges:

• While JD offers in-store exchanges, it is important to note that systematically, a refund is being issued on the item being returned, and a new purchase is being made for the “exchanged” item.

• When a customer opts to exchange an item in-store, the customer will need to make the exchange at the brand that the return originates from.

• If the customer exchanges their item for a cheaper item (different SKU), they should be refunded the balance.

• If the customer exchanges their item for a more expensive item (different SKU), they should pay the price difference.

• If a customer exchanges their item for the same SKU, the exchange should always be a straight swap. There should not be any additional charge or refund provided to the customer, regardless of promo differences in-store vs online. If a customer reports that this process is not being followed, mention @jdsportsonlineteam  on the #brands-bash-escalations Slack channel. Be sure to include all of the necessary information in your escalation - Escalation summary, store location, and store employee name (if possible).

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.