DC Operations Return by Carrier

Return by Carrier
Policy and Procedure Document
Updated: September 29, 2014
Case Type eneral !n"o
These cases are to be used when the carrier has returned the package to the eFC due to an
invalid shipping address, refusal by the customer, damage in transit, etc and the customer has
not received a refund or the customer is requesting that the package be reshipped.
Connect
1. Open the case in Connect.
. !ead notes in the message tab if private notes are entered.
". !ead the notes in the Case #etails tab and look at the tracking information.
$. %ocate order number in Connect.
#$ote "ollo% t&ese steps i" t&e customer &as made t&e 'irst contact(#
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DC Operations Return by Carrier
&. 'nter the Order number into C(C.
). *n C(C navigate to the +*tems, link and click to view all tracking numbers
assigned to this order. Find the tracking number that was listed in the notes
in Connect. Click the tracking number that was returned to the eFC to view
the package-s movement.

#$ote t&e trac)in* number lin) %ill direct you to t&e carrier+s %ebsite to ,ie% t&e pac)a*e+s &istory(

DC Operations Return by Carrier

.. Check the last update of the tracking information and verify that this is
being returned. Once you verify that the package is returning to the eFC,
you can navigate back to Connect.
/. Once in Connect verify if the customer indicated if he or she would like his
or her package reshipped or credited. 0ou can find this information on the
Case #etails tab or the 1essages tab.
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DC Operations Return by Carrier
2. 3dd a note in C(C with the customer-s decision. 4e sure to include a new
address if the customer requests to have the package re5shipped. *f the
customer would like to be credited, note that the customer would like a
credit once the package is received at the eFC.
16. To make a note in C(C make sure the status is +Complete, and select
+7ork On, to make the order active.
11.8avigate to the notes section in Connect and select the +3dd 8ew 8ote,
link. *n the notes section, enter what the customer is requesting. '9.
Customer-s package is returning to the eFC, customer would like credit for
package once received.
#!" t&e customer is re-uestin* a res&ip, please include t&e address %&ere t&e customer %ould li)e t&e
pac)a*e to be res&ipped to(
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DC Operations Return by Carrier
1. Once your notes are made in C(C, navigate back to Connect. *n
Connect make a :rivate 8ote of the action you-re requesting the eFC to
take.
1". Once all notes are entered in Connect, save and close the case.
1$. *f the eFC has contacted us first regarding the returned package, and
not the customer, follow the steps below.
1&. %ook for the order number. This will be located in either the (ub;ect bo9
in Connect or listed in the notes section in the 1essages tab.
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DC Operations Return by Carrier
1). :ull the order up in C(C.
1.. *n C(C, navigate to the 8otes section to verify the action that the eFC
took with the customer-s package.
#$ote: !" t&e e'C states t&e pac)a*e %as res&ipped t&e res&ip trac)in* in"ormation s&ould be listed in
t&e notes section(
1/. *f the eFC issued credit no further action is needed. 0ou may go into
Connect, make a note +eFC issued credit, then (ave and Close the case. *f
the eFC has reshipped the package the customer will need to be
contacted.
12. To contact the customer, send an email to advise that the package has
been returned and reshipped <!eturn by Carrier = !eshipped :ackage
script>. Once you email the customer, you will +(olve, the case and add a
:rivate 8ote with the email *ncident number. ?it +(ave and Close, in the
top left corner.
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DC Operations Return by Carrier
# $ote t&at .Send on sa,e/ s&ould ne,er be c&ec)ed(
6. *f we are unsure if the customer wants a reship or a credit when the
item is returned, we will need to email the customer and ask if they want a
reship or a credit for the item and or items that are being returned.
*Note: If the case does not fall within the two scenarios listed above, you will
change the Status to Case Internal Review and add a Private Note as to why you
were not able to Solve the case.
.