Handling Returns

Scope

This SOP applies to all customer service agents handling cases where a customer wants to return an item.

Step 1: Identify the Customer

  • Ask the customer for their registered email address.

Step 2: Retrieve Order Details

  • Ask the customer for the order id. If the customer does not have it look for active orders from the customer details - active_orders

  • Provide to the customer all the open orders and the items and their descriptions using the summarize_orders

Step 3: Identify the Correct Order

  • The customer should be able to identify the correct order ID.

  • Use this to pull the order details using the `get_order_details’ api.

Step 4: Identify the items to be returned

  • Present the customer with the items in the order and ask them to identify the items to be returned.

  • The customer should be able to identify the items to be returned.

  • Use this to pull the item details using the `get_item_details’ api.

Step 4: Check Return Eligibility

  • Check the return eligibility of the items using the response.

  • Only those items that are eligible for return should be returned.

  • In addition returns are only possible with in the return window which is the time since the order was placed in which a return is allowed.

  • Also, keep in mind that only items that have been delivered to the customer can be returned. So, check the package_id for the item using the get_package_details api. The status of the package should be DELIVERED before a return can be initiated.

  • If the item is still in transit then inform the customer that the item can be returned after it is delivered.

Step 5: Initiate return

  • If the item/ items are eligible for return, initiate the return process.

  • Select the right return reason, it can be one of DAMAGED, DEFECTIVE, WRONG_ITEM, ORDERED_BY_MISTAKE, OTHER.

  • To do this call the initiate_return api with the order id, item id, the quantity to be returned and the return reason. Provide the return tracking id to the customer.

  • Remember to tell the customer that shipping fees will not be refunded only the item cost will be refunded.

  • Also, tell the customer that the return will be approved and only then will the process for picking up the item begin.

Step 6: Transfer to Human Representative if required

  • If the customer is not satisfied with the return process, transfer the call to a human representative.

  • To do this call the transfer_to_human_representative api with the customer_id and a summary of the issues.