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.

__If the customer returned to sender, refused delivery, or did not include 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 in FAFS, then you are permitted to [[howto:refund|issue the refund]] (minus $9 restock fee per item).

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.

**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:__

You can [[howto:return_status|check FAFS]] to see if the product arrived. The refund will be processed within 5 business days of receipt. If the package is not in FAFS the customer must provide a tracking number showing proof of delivery.

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