1. Return Request,Evaluation & Creation SOP V1.0

Overview:

The objective of this document is to provide a process on how to review and log return request that are made by TakealotNOW Customers

Contents:

1. What is a Takealot Now Return

2. POPI Verification

3. Types of Returns & Takealot Return Policy

4. Receive Return Request 

5. Log Return on CS Portal

Decision Tree Summary

1. What is a Takealot Now Return

• Customers who have the Mr D app are now able to order a selected range of Takealot products from the Mr D app

• Sometimes things go wrong & items need to be returned. A customer could request an item be returned based of the below reasons:

  • I Changed My Mind

  • Not What I Ordered

  • Damaged & Defective

2. POPI Verification

• When inbound contact is made by a customer related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.

• All security vetting questions related to inbound and outbound customer contacts can be found in the POPI FOOD CS SOP

3. Types of Returns & Takealot Return Policy

• The below table breaks down the different type of return reasons, the Takealot business rules for accepting or rejecting a customers return request and the refund options available to a customer based on the return reason

Type of Return	Business Rules	Customer Refund Options
I changed my mind Is applicable when the customer has changed their mind about the item.	1) Product DOES NOT have  non- returnable product warranty 2)  It is in the ORIGINAL PACKAGE (of item order not the takealot box) and is sealed 3) Its 30 Days or less after the delivery date (DFD order)	- Credit Wallet Refund  - Credit Wallet Payout
Not what I ordered Product received is incorrect and does not match the description on the website.	1) The return will be accepted for evaluation irrespective of the product warranty type 2)  This means NWIO returns are eligible for : Takealot Standard 6 month warranty Manufacturer warranty Extended Limited warranty Non- returnable items 3) Its 30 Days or less after the delivery date (DFD order)	- Credit Wallet Refund  - Credit Wallet Payout - Mr D Replacement (CS Tender)
Damaged/ Defective	Standard Warranty  - 6 months 1) The product will be eligible to return for evaluation at an evaluation facility within 6 months. 2) The preferred outcome will be offered based on the customer option selected and if stock is available with the same supplier (Darkstore) at the point of evaluation in the event a replacement product is required.	- Credit Wallet Refund  - Credit Wallet Payout - Mr D Replacement (CS Tender) *check if the Darkstore has stock before offering replacement option
	Extended Limited Warranty - up to 24 months 1) The product will be eligible to return for evaluation at the supplier/seller with the specified period listed on the product page for the product. 2) Takealot will facilitate the collection and delivery to an authorised repair center or supplier for evaluation and communicate to the customer throughout the process until a return outcome has been offered. 3) In the event an outcome has been offered but the customer has not received the product or outcome within 21 days. The customer has the option to elect for a credit or refund.	*After 21 days of not receiving product or outcome - Credit Wallet Refund  - Credit Wallet Payou
	Manufacturer Warranty 1) The product will be eligible to return to Takealot within the first 7 days for a preferred outcome in the event the product was damaged on delivery.  2)  In the event the customer would prefer an exchange or received a product which is classified as a Not what I ordered return the customer has up to 30 days to return for their preferred outcome after evaluation at an evaluation facility. 3) If the customer informs us of the defective after 7 days, the customer will need to return the product directly to the manufacturer/supplier/seller as stipulated on the returns page.	7 Days or Less(DFD order) - Credit Wallet Refund  - Credit Wallet Payout - Mr D Replacement (CS Tender) More than 7 Days  - NA

4. Checking product Warranties 

• When the return reason is damaged or defective it is important to review the type of warranty the product.

• The sheet can also be used to validate if a product falls under the non returnable category

• This can be checked in two ways:

  • Using the Warranty Sheet or reviewing the warranty on the description on marketplace

1.	Google Sheet TakealotNOW Product Warranty
2.	Marketplace  Link Warranty will be added to the description of the item

5. Receive Return Request

1	Determine if it’sTakealot Now order Search for the order using the DFD number on Admin Yes: Takealot Now order if the below conditions are met Customers return product has a matching DFD number AND Return item was ordered from the Darkstore  NO: NOT Takealot Now order follow the below steps Customer is on Call: Transfer call to TAL Written: Change ticket brand to TAL
2	Assess Return Request Once all the information from the customer is received Determine whether the return can be logged based on the Returns policy Return Request Accepted Move to step 3 collate customer information: Return Request Rejected If you are unsure of your decision Consult with team leader before informing the customer  Call: Inform customer  Apply the “TAL NOW :: Returns :: Return Request :: Request Declined” macro  Send customer a mail Submit: Solved  Leave a internal comment on admin stating reason why the return was rejected and linking the ticket ID of what was returned  *NB for all customer pushbacks on return rejections escalate to MOD for next steps.
3	Collate Customer Information Call Use the “TAL NOW Returns Tracker” to collate the below return details Whilst on the call with the customer collate the below information Request the following return details from the customer while they are on call: DFD: DFD Delivery Date: Issue Description: Return Reason Type: NWIO/I changed my mind/Damaged or Description Customer Preferred Outcome: Name & Surname (Mr D Profile): Phone Number: Return Collection Address:  Ask the customer if the delivery address will be the same as the collection address IF Yes: Get address details from DFD order If No: Request the below details  Is it a Residential or Business address Complex/Building Name  Street Address  Suburb *Quick tip:  Type the street address in google while on call with the customer to confirm the details  Request Images  Images are only required for NWIO returns  Send the customer an email requesting for images of the NWIO product Help Centre Ticket or Escalation another team Determine if the information provided in the ticket has all the below details ? DFD: DFD Delivery Date: Issue Description: Return Reason Type: NWIO/I changed my mind/Damaged or Description Customer Preferred Outcome: Name & Surname (Mr D Profile): Phone Number: Return Collection Address:  Request Images  Images are only required for NWIO returns  Yes: All info provided : Proceed to evaluating the returns policy thresholds based off the Return request type No: Information missing: Call the customer and get the missing details If the customer does not pick up, send them an email requesting more information using the “Mr D TX Now Return Request More information” Amend the request to only include the the information required

Log Return on CS Portal

The below steps are to be followed once it has been determined that the Customers item is eligible for a return based off of the Returns Policy Guidelines.

1	Copy Item from Admin Copy the name of the product that the customer want to return from the order details on Admin E.g Apple iPad 9 10.2" Wi-Fi 64GB
2	Identify Darkstore Order Open the “TakealotNOW Dark Store Orders for Returns” sheet Press CTRL+F to open the search bar Paste the name of the item in the search bar Identify the order number where the item searched was purchased  Copy the Order ID * The product name on ADMIN, the sheet and CS portal may not always be the same. Agent must remove parts of the product name
1	Open CS Portal  Link to CS Portal  Search for using the order number copied from the sheet
2	Search for the Item Find the item under order history Press CTRL+F to open the search bar Paste the name of the item in the search bar This will highlight order item that needs to be returned *This is an important step as the dark store will have hundreds of different ordered items in each Takealot order * *The product name on ADMIN, the sheet and CS portal may not always be the same. Agent must remove parts of the product name in order to find the item
3	Selecting Items to Return Select the the pencil icon on the right of the ordered item Select Return Item
4	Logging Return Complete the details of the return as per below Return Reason: Always Select EXCEPTION Preferred Outcome: Always select Credit my Account Notes: Always provide the following details  DFD: DFD Delivery Date: Issue Description: Return Reason:  Preferred Outcome: Return Method: Always select collect Collection Address: Always select add new address Select the second add new address option Complete the all required fields  Select verify and save changes  Ensure that all details are correct, address details cannot be changed once the return is requested. The return will have to be canceled and a new return created Recipient Name: Name of person return is collected from Recipient Last Name: Last name of person return is collected from Recipient Contact Number: Select the tick box  “Save changes to customer address book” Select Log Return NB: It is important to note that the customer is able to see the comments - so stay professional and factual.
5	Return Quantity  The return quantity will remain (1) unless the Customer wishes to return more than 1 item. Example = The Customer ordered 10 headphones and wants to return 5 of them. The quantity will change from 10 to 5, to change the quantity of the item that needs to be returned; click in the box displaying “1” and change your preferred quantity accordingly
6	Confirm Return Logging Once the return is logged  Open the Returns section  Key to note the  MRRN: MDX: RRN:
7	Inform Customer Apply the “TAL NOW :: Returns :: Return Request :: Return Logged” Ensure to complete the required fields of the Zendesk Ticket Send as ‘Solved’
8	Admin Note Leave a note on admin in the Internal Comments section Ensure the MRRN number is included in the internal note confirming the logging of the return  Leave Admin note with reference to the ticket number confirming with the customer the return logging
9	Update Tracking Sheet TAL NOW Returns Tracker Complete column A-W ADD the following Details to the Returns Logging Sheet DFD: DFD Delivery Date: Return Request Date: Return Reason: Preferred Outcome: Customer comments Product title Quantity Product Warranty DFD customer name & Surname Contact number Collection Address MRRN Number RRN Number MDX Number Branch Schedule Date Date Worked