Return process - Wrong item delivered SOP

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

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1. Purpose

This SOP outlines the procedure for logging a return when the customer receives the incorrect item in their order.

2. Scope

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

• The customer accidentally ordered the wrong item, size, colour, etc.

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

1.2) Request an image from the customer of the wrong item received, and then compare the item that the customer received with the item they were supposed to receive. We need to identify if the error was due to a pick and pack error or a SKU issue. If you have reason to believe that there is an issue with the SKU, escalate the issue with the Brand via Slack.

1.3) 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), or 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 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.