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 check the RMA Tracker to see if the product arrived. Refunds are only processed automatically for shipments that include an RMA number.

If the item is in the RMA Tracker with a blank status, then you are permitted to issue the refund (minus $9 restock fee per item).

If the item is not in the RMA Tracker, it may not have arrived yet. The customer should provide a tracking number to show proof of delivery - if they can provide this, 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:

You can check the RMA Tracker to see if the product arrived. The refund will be processed within 10 business days of receipt. If the package is not in the RMA Tracker, the customer must provide a tracking number showing proof of delivery.