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Navigating Cancellations/Refunds

If a customer requests a refund, the first step is to determine if their order has shipped and been delivered.
  1. If it has not, this is a cancellation and a full refund should be available via woocommerce.
  2. If the order has shipped but hasn't been delivered (or the customer has not opened the box it shipped in), they can potentially request a "Return to Sender" (mostly just in the US), and if the shipment is returned and restocked, a full refund should be available via woo commerce.
  3. If the order has been delivered and removed from the shipping package, customer needs to be informed of Dani's Return Policy (LINK TO FAQ ON WEBSITE)
Customer Comms Process:
  1. Provide customer the "return initiation details" email template and request their consent to proceed
    1. Note any customer disposition in case (like if the reason for return is that a gf dumped them, which might mean a full refund is offered)
    2. Seek Dani approval for any special circumstances (like if a full refund feels appropriate rather than the standard policy)
  2. Issue Return Label to customer (or provide them instructions and return address for doing it themselves)
  3. Check back in on return shipping after 1-2 weeks (faster in US, longer internationally)
  4. Check back in on return processing by fulfillment parter after another 1-2 weeks (i.e. 10 days is Shipbob SLA)
  5. Issue refund to customer based on determination of return inspection and inventory restock status
  6. Notify customer once refund has been issued (or whether it won't be possible due book failing inspection)
Shipbob Return and Refund Process
  1. If the order was shipped via Shipbob, then you can generate a Return label from that shipment directly
  2. Click on "Actions" in the upper right corner
  3. Click on "Create Return"
  4. Verify / select item(s) being returned (important to set correct quantity if they are only returning 1 or 2 from a larger order, for example)
  5. Set Destination FC (should default to closest based on where original shipment was issued from)
  6. Set an "RMA" number (easy to utilize their original order number (e.g. RMA_98767)
  7. Select "Purchase ShipBob Optimized Label"
  8. Review and Submit
  9. This will load you up into the confirmation screen where you can download the label
  10. Attach that label to your correspondence with customer so they can print it, and affix it to their return shipment
Printful Return and Refund Process
 
Worksends Return and Refund Process
 
  1. import order number, customer name
  2. cite payment method:
    1. stripe (deprecated on newer orders)
    2. paypal
    3. wc pp (will say “via Credit / Debit cards” in woocommerce)
  3. log if refund request was received in less than 180 days
    1. y - refund from within woocommerce will work for paypal orders
    2. n - refund will require manual processing in dani’s paypal
  4. log whether manual refund is needed
    1. y - only in place until you process it
    2. n - no manual action required after woocommerce refund processed
    3. completed - refund has been completed via paypal (manually sending user money)
  5. cite any relevant notes
    1. customer disposition
    2. duplicate order
    3. if it ended up in paypal chargeback status
    4. humorous anecdotes (like gf dumped him)
      1. this last might be a funny list to go through and offer discounts or future gifts