Dial Customer Solutions Internal CS Wiki

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====== I want a refund ======

Customers may send back unopened merchandise via [[howto:rma|our RMA process]] within 30 days of their order.

Always [[general:making_offers|make an offer]] to a customer to try and have them keep the product instead.

===== I sent the products back already =====

__If the customer returned to sender or refused delivery:__

**Talk Track:** //USPS will often destroy packages that are refused. I recommend following up with USPS to see if they can provide an explanation. Like all retailers, we require the product to be returned to us before we can issue a refund.//

__If the customer mailed the products back without an RMA number:__

You can [[howto:return_status|check FAFS]] to see if the product arrived. Refunds are only processed automatically for shipments that include an RMA number.

If the item is not in FAFS, it may not have arrived yet. The customer should provide a tracking number to show proof of delivery.

__If the customer mailed the products back with an RMA number:__

You can [[howto:return_status|check FAFS]] to see if the product arrived. The refund will be processed within 5 business days of receipt.

===== I threw the products away =====

**Talk Track:** //That is unfortunate. Just like any other retail or online store, we require the merchandise to be returned to us in order to issue a refund.//

===== I never ordered this =====

===== I never received the shipment =====

===== I want the shipping fees refunded =====

USPS disposed of the package

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