Foreign Stock Returns SOP

Table of Contents

• Purpose

• Procedure

  • Context

  • Scenario 1
    Scenario 2
    Scenario 3 

• Monitoring and Compliance

1. Purpose

This SOP outlines the process for assisting customers when they accidentally or purposefully return an item that was not purchased via JD Sports.

2. Procedure

Context 

A foreign item is any product that:

• Was NOT sold by JD Sports

• Was mistakenly returned to our Distribution Centre (DC)

• Belongs to another retailer (e.g., Takealot, Superbalist, another online store)

• Cannot be refunded by JD Sports

When customers return items via collection, it is entirely possible for the customer to include a non-JD Sports item accidentally. Once these collections are received by our DC, the DC will inform us that they received a foreign item via the Foreign Stock Log sheet. 

The JD Team Lead will monitor the sheet and ensure the team knows when they need to send out comms to the affected customers to inform them of the foreign item and that the item/s will be returned back to the customer. 

The email will include the following:

• Explanation that the item wasn't sold by JD Sports

• No refund available

• Courier name and waybill/tracking number

• Policy: item will be discarded if delivery fails (3 attempts)

Customers may:

• Reply with questions

• Request delivery on a specific day

• Provide a different return address

• Ask about refunds (reiterate policy)

• Not respond at all

It is entirely possible that the customer will reach out shortly after the foreign item was handed over to the courier for return, and the foreign item has not yet arrived at the DC.

When we receive contact regarding the foreign item, we should respond based on the scenarios below.

Properties :
Query type - Returns & Collections
Query - Courier collection Follow-up
Skill - Returns abusers

Scenario 1 - Customer reaches out before JD CS has proactively reached out

1.1) Check the Foreign Stock Log sheet to identify whether the foreign item has been received by our DC. If the item has been received by the DC, let the customer know that they will receive an email shortly which will explain what will be done with the item that was returned. If the item has not arrived at the DC, let the customer know that they will receive further comms once the item arrives at our DC.

1.2) Email OTD (M24) informing them of the incoming foreign item bashcs@m24logistics.com

Scenario 2 - Questions about refund

2.1) Here we need to reiterate the process to the customer and confirm that no refund will be issued. We should respond as follows -

"I understand your frustration. Unfortunately, because this item wasn't sold by JD Sports, we're unable to issue a refund. We've arranged for it to be returned to you via [Courier Name]. You can track it using waybill [Number]."

Scenario 3 - Customer wants to schedule a delivery date or change the delivery address

NB. The DC will hold the item for a max of 30 days. This should NOT be communicated to the customer, as we should prioritise getting the parcel to the customer ASAP.

3.1) Obtain the desired delivery date or new address from the customer (be mindful of standard delivery timeframes and limitations).

3.2) Escalate with Supply Chain Ops via the  "Supply Chain Escalations" catalogue item, choose "Riverfields DC Escalation" in the dropdown, and include the following:

• Customer name and contact

• Original waybill and courier

• Requested delivery date/address

• Item description

• DC log reference

    3.3) Send confirmation to the customer that the delivery request has been forwarded to the courier.

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.