Damaged item received 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 damaged item/s in their order.

2. Scope

This SOP covers the return process when a customer receives damaged item/s in their order. This does not apply to:

• Items that show defects after use

• Items that are damaged by the customer

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 damaged item received. If the image provided by the customer appears suspicious (e.g., downloaded, not a picture of the actual item), conduct a reverse image search. This will allow you to see if the picture is displayed elsewhere online.

• If there is no issue with the image, proceed to step 1.3. 

• If the image is not legitimate, advise the customer that the image they have sent is not an image of a JD Sports parcel/item. Please send us an image of the damaged JD parcel/item so we can assist you further.

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 with them to the store. 

• If the customer wishes to have the item collected, proceed to step 2. 

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 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.