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 package 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.

Talk Track: My apology but we are unable to process a refund without the merchandise being returned. Kindly anticipate the refund to be issued within 10 business days upon received.