Delivery fee refunds SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Context

  • Step 1 - Offer an appeasement voucher

  • A - TFG account

  • B - Credit/Debit Card

  • C - IEFT

1. Purpose

This SOP covers the process that needs to be followed for delivery fee refunds.

2. Scope

This SOP applies to all delivery fee refunds.

3. Procedure 

Context

When a refund is issued on an item/order, JD Sports does not take the standard approach of issuing a refund on the delivery fee automatically. There are specific scenarios whereby the delivery-fee refund will be issued automatically and more scenarios whereby we will have to check whether a refund is warranted before escalating. The main separation would be deliver fee refunds based on cancellations and delivery fee refunds based on returns.

Cancellations 

Auto-refunds apply only when:

• The item was cancelled before shipping

• The order was paid via Credit Card or EFT

Auto-refunds do not apply when:

• Parcels are lost, damaged, RTS’d or returned (these are still marked as “returned” in the system)

• Payment was made using TFG Money (these refunds are tied to the return flow in another system)

If the delivery fee refund has not been issued, proceed to step 1.

Returns 

As a standard practice, delivery fee refunds are not automated for returns. However, there may be situations where a delivery fee refund is appropriate, and customers may contact to inquire about it.

If the customer was refunded for an order due to an issue that we are at fault for, we can refund the customers delivery fee. Eligible cases include the below only if all items ordered have been returned: 

• Not What I Ordered (NWIO)  

• Missing items  

• Damaged products  

• Customer is reordering due to incorrect, damaged, or missing items and is charged a delivery fee as the order is below the free delivery threshold.

• Cancelled post shipping (JD Sports at fault)

If one of the abovementioned scenarios apply, proceed to step 1.

Step 1 - Offer an appeasement voucher

1.1) If the customer paid for delivery and they are entitled to a delivery fee refund, the first option is to offer the customer an appeasement voucher as an alternative to the delivery fee refund. If the customer is not satisfied with a voucher, proceed to log a refund request.

1.2) When requesting the refund, this needs to be done via the SLACK WORKFLOW on # JD Support Slack Channel and include the following information -

• Be sure to add a brief description of the refund request and explain why a delivery fee refund is warranted. 

• Payment method

• Amount needed for refund

• Freshdesk ticket number

Step 2 - Refund Confirmation

2.1)  Once you have received confirmation that the refund has been processed by the team lead, notify the customer of the refund and provide the expected processing time.

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.