The first Scenario's are for orders from shops Diy-artclub / Diamond painting Germany or Happy diamond painting Norway.

Scenario 1: Customer Wants to Return Due to Non-Product-Related Issues

Examples: Order arrived late, double order.

1. Refer Customer to Return Page:

   • Direct them to the return page at the bottom of the website.
   • Mention that this page includes the return form and all steps needed to complete the return
   • You can send the Mail template  => Return info (create for each shop)
2. Tracking details received:
   • Check the tracking details.
   • If the tracking works properly, you can inform the customer using the following Mail template  =>  Return tracking received
3. Inform Customer of Return Timeline:
   • Tag @Katja in an internal note with the following details:
     • Shop name.
     • Order number.
     • tracking link of the return
     • Description of the returned items.
   • The customer will receive a mail from Shopify once the order is refunded

Scenario 2: Customer Wants to Return Due to Product Issues

Examples: Dissatisfaction with quality, incorrect colors, damaged product.

1. Check the Product Issue:

   • Request photos of the item from the customer to assess the problem.
     
     

2. Determine the Next Steps:

   • If there is nothing wrong with the product:
     • Inform the customer that the product meets quality standards.
     • Refer them to the standard return process as per Scenario 1.
       
       
   • If there is an issue with the product, please follow https://internal-helpcenter.gorgias.help/en-US/updates---received-damageddefected-item-264585

Scenario 3: Customer Asks About a Pending Refund

1. Check Refund Status:

   • Verify if the refund has already been processed.

2. If the Refund Has Been Processed:

   • Inform the customer of the refund date and explain that it may take a few business days for the refund to reflect in their account.

3. If the Refund Has Not Been Processed:

   • Request the customer to provide proof of shipping(e.g., tracking number) + what items have been returned (if multiple items ordered) This is NOT mentioned in the template and will be filled out manually for multiple item orders.

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     Mail template to use =>  proof of return

     
     

4. Inform Customer of Return Timeline:

   • Tag @Katja in an internal note with the following details:
     • Shop name.
     • Order number.
     • tracking link of the return
     • Description of the returned items.
     
     
   • wait to confirm refund untill Katja informs you the refund took place as Katja will check internally if the order is indeed back at the office (especially for orders where the customer returned multiple items)
   • Once Katja confirms refund you can inform the customer about the refund

Mail template to use => return refund confirmation

The following Scenarios are for returns done with returnless

Returnless Process

1. Customer registers return through Returnless (via return page).

2. Customer can choose:

   • Standard return (uninsured):

     • If parcel is lost/damaged, the customer must investigate with the carrier.

   • Paid insured return (extra fee):

     • If parcel is lost/damaged, we can open an investigation.

3. The return will be refunded once the order has arrived in our office on the preferred way of the customer, either gift card or regular refund

Internal Handling of Returnless Questions

• If the customer has questions or issues regarding Returnless:

  • Tag your customer service manager in an internal note.

UPDATE - IF the customer insists that we give her the returnaddress as she wants to return herself, tag your cs manager to provide you with the correct address for the shop and inform the customer that she has to return the order with a tracking and provide us with the tracking information, no tracking information = no refund.

A returned item should not be filled out in the refund for supplier sheet!