Handling DCL Return to Sender CasesUpdated a year ago

Overview: This article provides guidance on identifying and handling cases related to items returned to DCL (Distributed Commerce Logistics) through notification emails from [email protected]. These cases typically involve orders that were returned to sender (RTS) and require follow-up actions such as reshipping or refunding the orders to customers.

Identification of Cases:

To identify these cases, follow these steps:

• The email will originate from [email protected].
• Subject: Items Returns
• Description: Look for an attached Excel file containing order details.

Handling Procedure:

Step 1: Open the Excel File

• Download the Excel file and review its contents to identify IFs listed.

Step 2: Review Excel Contents

• Check for IF numbers under Column A to identify RTS orders.
• Important columns to review:
  • Column A: IF number (RTS order number)
  • Column C: Issued Date (original shipment date)
  • Column F: Item # (SKU of returned items)
  • Column I: Q Received (quantity received at warehouse)
  • Column J: Inv Receipt (date received at warehouse)
  • Column L: Condition upon return (typically undamaged)

Step 3: Provide Follow-Up for Each IF

• For each IF identified:
  • Determine customer interaction status:
    1. Customer case already resolved:
       • Leave a note stating "IF-XXXX from Excel list has been assisted in case XXXXXX. Replacement/Refund requested per customer preference. Closing case."
    2. Customer case pending resolution:
       • Take ownership, add a note confirming receipt ("DCL confirm the reception of IF-XXXX being RTS in case [add DCL case]").
       • Proceed based on customer preference:
         • Reshipment: Follow "Add Replacement Item" and "Create Fulfillment Orders - Manual" procedures.
         • Refund: Use "Discount Flow" or request in GGA_Staff Slack channel if applicable.
    3. Customer has not reached out:
       • Create a case, contact customer via email to confirm RTS status, and inquire about preference (replacement or refund).
       • Leave a note indicating waiting for customer response ("IF-XXXX from Excel list is being assisted in case XXXXXX. Waiting for customer’s response. Closing case once received.").

Step 4: Case Disposition

• After addressing IFs and leaving necessary notes:
  • Disposition: Order Support
  • Disposition Reason: Order Status
  • Resolution: No Action Required
• Close the case accurately to finalize.

This procedure ensures efficient handling of returned items, maintaining customer satisfaction through prompt resolution of RTS orders.