Return (Refund) Inquiries from Therabody Retail/Reset StoresUpdated a year ago

Overview:

Therabody Retail/Reset Stores often contact Customer Service (CS) to initiate return (refund) requests or seek follow-up on refund scenarios involving customer transactions. This process outlines the steps CS takes to manage these inquiries efficiently.

Procedure:

Step 1: Initiation of Request

• Retail/Reset stores initiate requests via the proj-cx-retailstores Slack channel.
• Use the designated Jotform application for submitting refund requests and related inquiries.

Step 2: Review and Validation

• CS reviews the Jotform submission and validates order information to determine refund eligibility.
• Verify trial periods, terms, and conditions as per Therabody’s standard operating procedures.
• Collect all necessary details such as Serial Number, phone number, and customer’s shipping address.

Step 3: Eligibility Confirmation

• If Refund is Eligible:
  1. Retail/Reset Store collects the device immediately.
  2. Process refund using in Netsuite.
  3. Create RMA and Return Label:
     • Create RMA using Return Authorization type and corresponding Return Reason (add memo: "Retail/Reset Request").
     • Generate Return Label using instructions from " How to Create Return Labels (FedEx Fulfillment)" article.
  4. Provide RMA and label details to Retail/Reset Store for device return to TelAdvance warehouse.
  5. Create new case with:
     • Subject: Retail/Reset Inquiry - Type of Request - Customer Name.
     • Description: Include JotForm application details.
     • Post: Document actions taken on the case.
  6. Disposition case appropriately and close it.
  7. Update Retail Stores - Tickets with information (Columns A to G).

Step 4: Ineligibility Notification

• If Refund is Not Eligible:
  1. Inform Retail/Reset Store that customer is outside return period, thus refund cannot be processed.
  2. Create new case with:
     • Subject: Retail/Reset Inquiry - Type of Request - Store Location.
     • Description: Include JotForm application details.
     • Post: Explain actions taken on the case.
  3. Educate customer on return Terms and Conditions.
  4. Disposition case accordingly and set status to Pending Customer Follow-up.
  5. Update Retail Stores - Tickets with information (Columns A to G).

Note: CS can only process refunds for orders from Therabody.com and Amazon (TheraGun) store. Ensure adherence to all company policies and guidelines during the entire process.