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I was told I was getting a refund
You will need to verify whether we have issued the refund. Check the Transactions tab in the CRM and look at the Refunds column.
The refund may take 2-3 days to appear back on the bank statement. If it has been longer than that, let the customer know that you will get back to them and escalate to your manager.
The customer returned the order
You will need to check the status of the return.
If the customer mailed the products back without 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 not in FAFS, it may not have arrived yet. The customer should provide a tracking number to show proof of delivery.
If the item is in FAFS, then you are permitted to issue the refund (minus $9 restock fee per item).
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.
