Dial Customer Solutions Internal CS Wiki

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====== I returned the order, where is my refund? ======

Familiarize yourself with their account in the CRM to see if any refunds have been issued yet.

**Note**: Refunds are only processed automatically for shipments that include an RMA number.

__If the customer returned to sender, refused delivery, or did not include an RMA number:__

The customer should provide a tracking number to show proof of delivery - if they can provide this and verify that the item/s had been returned, then you are permitted to process the refund.

**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 with an RMA number:__

**TWO WAYS:**
1. Approach the manager-on-board to see if the product arrived, manager can check the RMA status via other portal.
2. Ask customer to provide a tracking number as a proof of shipment.

**Note: If the customer cannot provide a tracking number, then do not process the refund.

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