How to Process a Return RequestUpdated a year ago

Step 1: Verify Eligibility

1. Check Eligibility: Ensure the return meets our return policy criteria:
   • Verify if the return request is within the 30 days of product delivery.

Step 2: Gather Required Information (if unavailable)

1. Customer Information: Collect essential details from the customer:
   • Name
   • Contact Information (Email, Phone)
   • Order Number
2. Product Details: Obtain specifics about the product being returned:
   • Product Name or SKU
   • Purchase Date
   • Reason for Return

Step 3: Determine Return Type

1. Refund or Replacement: Based on the customer’s preference and Therabody’s policy, decide whether the return will result in a refund or replacement.

Step 4: Initiate Return Process

1. Generate Return Documents: Generate Return Merchandise Authorization (RMA) documents as well as the Return Shipping Label per the customer’s Request. This helps in tracking and processing the return efficiently.
2. Communicate Return Instructions: Use the appropriate Standard Return macro to provide clear instructions to the customer on how to proceed with the return. Be sure to attach the RMA and Return Shipping Label to the response email.

Step 5: Close the Case: Ensure all documentation related to the return request is updated and closed in your customer service system.