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 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 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 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.