5. Return Completion & Customer Compensation SOP V1.1

Overview

The objective of this document is to provide a guideline to how agents should provide refunds to customers and close off the return once an evaluation decision has been made.

Contents

1. When is a Return Evaluation Decision Made 

2. Accepted Returns Process

2.1 Exception Completion Customer Resolution

2.2 Exception Completion Dark Store Resolution 

2.3 Accepted Returns Process

3. Declined Returns Process

Accepted Return Decision Tree

Declined Return Decision Tree

1. When is a Return Evaluation Decision Made 

• Once the customer's item arrives at the Returns DC it is evaluated to determine if the customer return will be accepted or declined based on the reason for return.
• A customer can have a evaluation decision that results in the return been 
  • Accepted (Refund or replacement can be provided)
  • Declined (Item is returned to the customer)

• There are cases where a return cannot be evaluated due to one of the following reasons :
  • The return is damaged in transit after collection from the customer 
  • The return is lost in transit 
  • The return is incomplete

 2. Accepted Returns 

2. 1 Exception Completion Customer Resolution 

2.2 Exception Completion Dark Store Resolution 

2.3 Accepted Returns Process

1.	Receive Workload Ticket A ticket will be assigned to the Mr D Takealot now view on Zendesk The ticket will only be assigned to the team once an evaluation decision for the return is made  Conclude Return  Navigate to CS Portal  Enter the RRN Number into the search bar Select the pencil icon on the item returned Select Change status Select manual credit under change status Select the pencil icon  Select retry credit This will update the return to Return cancelled on the order item line Select pencil change status Select item credited under change status Refresh the page Select change status Select return concluded under change status
2.	Search for the Return  Using the RRN Number on the workload ticket create search for the return in TAL NOW Returns Tracker Identify the DFD that the RRN number is linked to  Take note of the Customers Preferred Outcome  Credit Wallet or Replacement
3.	What is is Customers preferred outcome  Credit Wallet Continue to step 4  Replacement Call the customer to inform them that there return has been accepted Inform the customer that you can place a replacement order for them Capture the following details  Date replacement can be made  Time replacement can be made  Address details  No Answer Send the customer the "TAL NOW :: Returns :: Preferred Outcome :: Replacement Info Required" macro Update TAL NOW Returns Tracker Darkstore Operating Hours : 8am-10pm
4.	Compensate Customer  Open admin create an exception  Select the exception reason Other Customer Preferred Outcome: Credit Wallet Customer Resolution: Full Payment Darkstore Resolution: No Payment Customer Preferred Outcome: Replacement Customer Resolution: No Refund  Darkstore Resolution: No Payment Create a replacement order for the customer and insert the replacement order DFD in the CS Tender section  Save exception
5.	Inform the customer  Call the customer first to inform them of their refund and then follow up with the email as confirmation Preferred Outcome: Credit Wallet Apply the “TAL NOW :: Returns :: Preferred Outcome :: Item Refunded" macro Preferred Outcome: Replacement Apply the Mr D TX Now “TAL NOW :: Returns :: Preferred Outcome :: Replacement Order In Progress” macro OR Apply the “TAL NOW :: Returns :: Preferred Outcome :: Replacement Out of Stock” macro Submit as solved NB for Replacements  Add as an internal note in the replacement confirmation the following information: Original DFD number Screenshot of the Returns Evaluation outcome from CS Portal Screen shot must include the following Returned item name Return RRN Number Return Log , up to the return acceptance date  Name of TL/MOD approving replacement IF replacement ios above R500
6.	Update Notes  Update the TAL NOW Returns Tracker Add the Zendesk ticket number on the Internal comments of the order on Admin

3.  Declined Returns Process

1.	Monitor Declined Returns  A Sheet will be available that provides all the returns that have a declined evaluation decision from the Returns DC TAL NOW Returns Tracker
2.	Search for the Return  Open return on CS Portal using the MRRN number
3.	Review Return Notes  Identify the reason for the decline  DC evaluation agent will leave notes substantiating why they declined the return Are the evaluation notes left clear Yes: Clear description of why the return was declined in relation to the Takealot’s return policy No: Escalate to the evaluation DC (CPT Returns Queries) requesting clearer description regarding the decline Was the declined reason valid? Yes: Proceed to Step 4.1 No: If the DC declined the return because the product appeared to be out of the 30 day return window proceed to step 4.2
4.1	Inform Customer  Apply the “TAL NOW :: Returns :: Preferred Outcome :: Return Declined”
4.2	Log a Facilities Return  Follow the steps on the Return Request,Evaluation & Creation SOP on how to log a return. When you are on the item that needs a Facilities Return do the following: Return Reason = Customer Service Exception Preferred Outcome = Credit my account  Return method = Returns Evaluation Facility Returns Evaluation Facility = Select the DC where the return is (Either Cape Town or Johannesburg)
5.	Update Notes Update admin Update TAL NOW Returns Tracker  Update Tracking sheet with the waybill of the declined/incorrectly declined return
6.	Monitor Declined Return Monitor the declined return until its returned to the customer  Use the Track my Order SOP for any delays  Call customer to confirm returned is received once waybill indicates its been returned