Return process - general return (not suitable)

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Step 1 - Obtain the necessary information from the customer

  • Step 2 - Booking a collection

  • Step 3 - Collection and refund confirmation

1. Purpose

This SOP outlines the procedure for logging a return when the customer wishes to return an item that they purchased, and there is nothing wrong with the item.

2. Scope

This SOP covers the return process when a customer wishes to return an item. The process should not be used for the following reasons:

• Incorrect item delivered

• Missing items

• Damaged/defective items

3. Procedure

Step 1 - Obtain the necessary information from the customer

1.1) We will need to obtain the following information from the customer:

• Order number

• Item\s description

• Reason for return

• Collection Address (if being collected)

1.2) Confirm with the customer if they would prefer to return the item in-store or have the item collected for a refund. If the customer wishes to return the item in-store, they will need to take the invoice (digital invoice is acceptable), delivery note, or returns form with them to the store.

Step 2 - Booking a collection

2.1) If the customer wishes to have the item collected, log a return via Bash Admin.

2.2) If you are unable to book the collection via Bash Admin, proceed with booking a manual collection. 

Step 3 - Collection and refund confirmation

3.1) Use the “Collection Request logged (OTD)” canned response to confirm the relevant information with the customer.

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.