ReturnsUpdated 3 years ago
Returns
[Indie Station & Amazon FBM
The process for handling return claims due to subjective customer reasons (don't like / size doesn't fit / style doesn't match, etc.) is as follows.
Step1: need to obtain the following information, template: [Logistics] returns Confirmation of relevant information The first letter
1) The bill number and the returned product.
2) The reason for the return.
3) Installed and damaged products are not accepted for return, confirm that the outer packaging is intact, photos are required.
4) 15% restocking fee for all countries except Germany where no 15% restocking fee is charged for 14 days no reason returns.
5) Confirmation that the return address is the original address of the receipt.
6) If you need to pick up the goods, you need to pay an extra US$7 ( no such fee for self-bought goods)
7) UK order returns: For products weighing less than or equal to 15KG, we can apply for RL, but we cannot offer the pick-up service.
Step2.
1 | 2 | 3 | 4 |
Meet the conditions and agree to refund the fee | Go through the "return" process. end |
| |
Conditions met, no fee refund agreed | Explain that return costs are charged by the logistics company Template: [Logistics] Return costs Explanation | The customer agrees - to go through the "return" process. end | |
If the customer does not agree - explain to the customer and explain again | The customer agrees - to go through the "return" process. end | ||
If the customer does not agree - go through the "return" process for a full refund. end | |||
Does not meet the conditions (most likely the product has been unpacked and assembled and cannot be restored) | Advise that it has been installed and cannot be re-sold and cannot accept returns Template:【Return】Installed cannot be re-sold | The customer agrees. end | |
If the customer does not agree - a refund of no more than 50% will be made. end Special circumstances (customer agitation, threatening complaints, etc.) Special handling, a full refund Template: [User responsibility] Failure to meet return conditions Refund compensation negotiation | |||
【Returns】
US&DE
Step1: Information to be prepared for return: 1. Order number 2. SKU (to be returned) 3. Whether to pick up the goods (Yes, then you need to provide the address and time of pick up)
Overseas customer service return operation process: To fill out the problem classification on the right side in Gorgias ➡️ fill out the follow-up form/inquiry Lu to apply for a return label in the group ➡️ use the reply template [return RL delayed for a day] to reply to the customer ➡️inquiry Lu to provide RL in the group and the return tracking number the next day ➡️ use the template [to RL to inform the returnable goods] and add the return label to the attachment and calculate the amount to be refunded to the customer ➡️Make notes of the return tracking number➡️ check if there is a return logistics information five days later - if there is a return logistics information ➡️ fill out the follow-up form/inquiry for LU to process the refund in the group. If there is no logistics message, inquiry the customer whether the package has been returned or not ➡️ if the customer said they will return the package later, remember to follow up on whether the package has been returned or not/and check if there is an update on the return logistics information; if the customer is willing to keep the package, then we can close the case.
Operation process: for example ：
Step2:
1 | 2 | 3 | 4 |
Send yourself | Generate pre-paid RL | Provide the customer with RL and advise that the refund will be made upon receipt of the goods (specify the amount of the refund) | Snooze email, default return logistics shows signed for refund. end |
Pick-up at your home | USA: with a single number, no face sheet; Germany: girls with face sheet. UK: with a face sheet Hermes | Provide customers with information such as the return order number and inform them of the refund upon receipt of the goods (specify the amount of the refund) | Snooze email, default return logistics shows signed for refund. end |
Amazon self-buying pieces Amazon's free return statute of limitations is 30 days, which may conflict with the website's 60-day return policy The default 60 days can be committed to returning the product if you can apply for RL, then return the product, if you cannot apply for RL, then refund directly | Contact the shopper's team to request an RL refund United Kingdom: Fiona Germany: Morgan | Snooze emails, default return logistics show a signed receipt for a refund (specify refund amount). end | |
UK
Product weight less than or equal to 10KG: we can apply for RL
If the weight of the product is more than 10KG, we could suggest the customer send it back to the overseas warehouse or we can give the customer a partial refund if he/she could keep the product.
Step1：Tell the customer to contact any courier company, send the parcel back to the following address, synchronize the return receipt number to customer service, and inform the customer that the refund will be made after the signature is shown
Attn: 4PX GBLONA +944685
Address: Leicester Commercial Park Unit 1, Dorsey Way
City: Enderby
State/Province: Leicester
Country: United Kingdom
Postcode: LE19 4DB
Tel: 01582-477267
Step2: Customer pays shipping costs - full refund after receipt of goods.
The customer does not bear the shipping cost - after the customer provides the shipping receipt, the customer will be reimbursed through the financial "payment request" or we can offer gift cards to our customers.
Overseas customers how to provide gift cards for customers. fill in self-buying pieces under the classification - select the product [gift card / electronic / £] ➡️ fill in the correct number in turn, name, email, and phone and then save ➡️ fill in the follow-up form / ask lu in the group to process it➡️then inform the customer that the gift card has been successfully given