Returns power point

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explains backcountry.com's return and exchange program

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Returns power point

  1. 1. Refunds and Exchanges Backcountry.com
  2. 2. Our statement: <ul><li>If for any reason you are unsatisfied with your order, please return the item(s) to us, and we will gladly ship the exchange for free or refund you the full cost of the product(s). To receive the exchange you desire, we recommend you order the item(s) online to ensure they do not go out of stock. We will credit your credit card upon receipt of the returned merchandise. </li></ul>
  3. 3. Refund / Exchange Process <ul><li>First Steps first…….. </li></ul><ul><li>Is this a Refund or Exchange? </li></ul>
  4. 4. Exchange <ul><li>Yes, I want an EXCHANGE !!!!! </li></ul><ul><li>So….what do you do? </li></ul>
  5. 5. <ul><li>Step One: </li></ul><ul><li>Why? </li></ul><ul><li>What product? Same? Do they know? </li></ul><ul><li>What size/color? </li></ul><ul><li>Do we have it? </li></ul>
  6. 6. <ul><li>Check inventory!!!!!!!! </li></ul><ul><li>We know you are busy BUT this is crucial! </li></ul><ul><li>Please check Interchange not website. </li></ul><ul><li>*Website is not always accurate </li></ul>
  7. 7. Item Not Available? <ul><li>HOLY SCHNIKIES!!!!! What do I do???? </li></ul><ul><ul><li>Take a deep breath, it’ll be ok… </li></ul></ul><ul><ul><li>Then make 2-3 suggestions (minimum) for alternative items </li></ul></ul><ul><ul><li>Offer 10% off </li></ul></ul><ul><ul><li>Customer can’t make up mind……suggest they leave the credit in their account for later till they find what they want! </li></ul></ul><ul><ul><li>DO NOT PLACE AN ORDER WITHOUT INVENTORY!!! ( or we will spike fitness orbs at your head! ) </li></ul></ul>
  8. 8. Exchange Options? <ul><li>Create a new order. </li></ul><ul><ul><ul><li>*The best route </li></ul></ul></ul><ul><ul><li>To ensure that customer gets new item(s) </li></ul></ul><ul><li>Wait till we receive customers exchange and process it. </li></ul><ul><ul><li>Time consuming </li></ul></ul><ul><ul><li>Inventory may be out-of-stock </li></ul></ul>
  9. 9. Filling out exchange order <ul><li>You are filling out a NEW order: </li></ul><ul><li>Issue RMA in original order </li></ul><ul><li>Explain to the customer what to do with the RMA, the process of crediting back (timeframe) and to use trackable shipping </li></ul><ul><li>Click on Campaign/affiliate “called for RMA” in new order. </li></ul><ul><li>Ship with same method as original order. </li></ul><ul><li>Link both orders with notes. </li></ul>
  10. 10. Refund? <ul><li>Step One : </li></ul><ul><ul><li>Why is it being refunded? If it is a color/size/function issue see EXCHANGES. </li></ul></ul><ul><ul><li>If refund is the only option, create RMA. </li></ul></ul><ul><ul><li>LEAVE NOTES!!!!!! In RMA note REFUND, and specify which item is being REFUNDED. </li></ul></ul>
  11. 11. <ul><li>Step Two : </li></ul><ul><ul><li>Tell customers to apply RMA to Outside of box. </li></ul></ul><ul><ul><li>Tell customers to write RMA on back of receipt and check the “Return” box. </li></ul></ul><ul><ul><li>Suggest to customers that they ship back Return item with a trackable shipping method (UPS) </li></ul></ul>
  12. 12. <ul><li>Step Three: </li></ul><ul><ul><li>Tell customers that their Return should be credited on their account in 7-14 days at most. </li></ul></ul><ul><ul><li>*Credit issues? </li></ul></ul><ul><ul><ul><li>Case by case basis…. </li></ul></ul></ul><ul><ul><ul><ul><li>Trackable package? -YES </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Upset Customer? -YES, in a blue moon after asking your supervisor…. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Because you feel like it? -NO </li></ul></ul></ul></ul>
  13. 13. Scenarios <ul><li>Customer calls us about a snowboard they purchased from us 4 years ago. Edges are blown out manufacturer will not cover under warranty b/c deemed normal wear and tear. Customer wants full refund of item. Do we honor this?? </li></ul>
  14. 14. YES !!! <ul><li>Our return policy is completely open !! </li></ul><ul><li>But there are some exceptions…… </li></ul>
  15. 15. Scenario #2: <ul><li>A customer calls and has a jacket that they purchased from REI but REI doesn’t carry that particular brand anymore. We do. They want to return it to us for a size exchange. Will we honor their request? </li></ul>
  16. 16. NO…..Why? <ul><li>If they have not purchased this item from us originally, we cannot return or refund it to them. </li></ul><ul><li>But what could you do in this case? </li></ul>
  17. 17. Scenario #3: <ul><li>Customer calls in and wants to exchange a SAC item . The size is too small and the color is not what they wanted. </li></ul><ul><li>How do we handle these requests? </li></ul>
  18. 18. SAC Issues <ul><li>SAC orders can only be exchanged for the exact same item, desired color and size in stock and part of the original SAC offering then we will take it back – do not price match. If they want to exchange they can decide to do so ,however, they will pay the difference. </li></ul>
  19. 19. Some questions…… <ul><li>How long should the customer expect for the return to be processed? </li></ul><ul><li>5-7 days, ONCE WE RECEIVE IT * </li></ul>
  20. 20. <ul><li>When does the customer have to pay for shipping? </li></ul><ul><li>Whenever they return an item to us * </li></ul><ul><li>*Misships, Potential Defects, Warranty issues, etc. </li></ul>
  21. 21. Take aways……
  22. 22. <ul><li>Issue an RMA every time!!! </li></ul><ul><li>Check inventory when placing ANY order, PLEASE !!!! </li></ul><ul><li>Push kindly to exchange and give them options. Keep the money here! </li></ul><ul><li>NOTES!! ‘nuff said </li></ul><ul><li>*remember shipping is expensive, help out BC and don’t pass out labels like they’re chocolate covered puppies….. </li></ul>
  23. 23. Stay classy, Backcountry!

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