RER -Returns Exchange and Refund
Reasons for customers coming for RER
Did not like the product
Damage in the product
Size Issues
Quality Issues
Wrong product
Product mismatch
Scenario 1: Customer contacts us for a Return for the product for a refund
Step 1: Check for customer VOC seeking for Return.
Step 2: Log in to Shopify for brand-specific with Customer order ID OR Email ID.
Step 3: Check the Tags section and see if it is Return Or Exchange Tags added.
Step 4: If Return or Exchange tab is added go to the Return Prime app from the Shopify App section.
Step 5: Search with Order ID in Return Prime
If Return ID, then it starts with RET followed by Order ID Example: RETxxxxx
If Exchange ID then it starts with EXC followed by Order ID Example: EXCxxxxx
Step 6: If a Return request, the Agent needs to check if the customer has reached out to us as per the product return policy and take the request.
-Check the shared product photos as per the guidelines in Return Prime.
Note: The time for Return and Exchange are different for different brands. Refer to this for details.(Timelines to be added)
If the status is Out for delivery, or In Transit in ShipRocket: We will disapprove the request with a notification adding notes to reject at the doorstep which will go to the customer.
Here, after notification also, if the customer accepts the delivery, the customer can come back within timelines and request a return where we will manually create a request for him.
Or we will delete the old request on Return Prime and ask him to raise it again as a new Return request.
Step 7: Once we approve the request, we get a Tracking ID(AWB number)
Step 8:Once the request is Approved, check the Ship rocket, it will show the status of the ShipRocket.
Scenario 2: When the customer request is already Approved, and the customer contacted
Step 1: When you see the Shipment status is “Picked Up” only in Shiprocket, we will initiate a Refund in Return Prime.
This will in turn create a Razorpay link which will get shared with the customer
These are the status of the Shiprocket
After Pick up Generated→Picked Up→Shipped→In Transit→Out for delivery→Delivered.
Exchange Flow
Scenario: When a customer places a request to Exchange his product with another product due to size, fit, or color Issue
Step 1:Copy the Order ID of the customer and paste it into Return Prime and there will be an Exchange ID, Copy the Exchange ID and search in Shopify for eligibility for Exchange Policy guidelines.
Step 2: As per Exchange /Return policy guidelines, if the customer is contacted within timelines as per brand, we will go ahead and Approve.
Step 3: Once Approved, an AWB is generated as same as Shiprocket status which will help us know where is the product currently.
Step 4: If the customer contacted us and not falling under policy guidelines, we will disapprove and this will pop up a window, this will ask us the reason for rejection which needs to be manually typed by us. These details will be available in the Comments section for any clarity later in Return Prime.
Step 5: In Exchange flow, once the Ship Rocket status is “Picked Up”, we will go to Return Prime and click on Create Exchange Order Option.
Step 6: We get a window where we again check into the option: Create an Order with the actual item(s) on Shopify.
This in turn will automatically create an Order on Shopify, and this order will be prepaid order with the actual product cost.
Scenario: If a customer comes asking for his Exchange order delays.
We will go into Return Prime, get the order ID from the comment section and search in Shopify to know the order status.
Here again, if the AWB number is generated, we can check the appropriate status in Shiprocket.
ShipRocket Flow for Return and Exchange
