Defective Items - Clothing SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Context

  • Step 1 - Obtain the necessary information from the customer

  • Step 2 - Booking a collection

  • Step 3 - Collection and refund confirmation

  • Step 4 - Issue a refund (Too damaged to return)

1. Purpose

This SOP outlines the procedure to follow when a customer reports to us that a clothing item they purchased on Bash has become defective.

2. Scope

This SOP covers the procedure to follow when a customer reports to us that a clothing item they purchased on Bash has become defective. The process should not be used for the following reasons:

• The item was damaged by the customer

3. Procedure

Context

According to the JD Sports Ts&Cs, customers can return defective items within 6 months of delivery. If the customers clothing becomes defective/damaged within 6 months of purchase, the customer will be able to return the item for a refund. It is important that we keep an eye out for any abuse of this process on the customer's side.

The damages mentioned above are specific to manufacturing defects, not general wear and tear.

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

• Picture of the damaged  item received

• 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 BashAdmin, 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 collection and refund 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.