RMA
What does RMA stand for?
Return Merchandise Authorization
What is Secondary mostly used for?
Starting returns.
Who do you email for a replacement?
Ecommreplacements@dbi.com
Can customers return their orders in store.
Yes, within the return timeframe.
What is the name of the two systems we use to find information?
KB Articles located in CRM and the who to contact list located in sharepoint.
Where does the RMA email go to?
it is sent to the email used at checkout in their regular folder, spam, and or junk.
Can you see when the customer was charged in Secondary?
Yes at the very bottom it will say *deposit*.
Do you have to create a case before sending a replacement?
Yes, so you can make sure there is stock in the warehouse.
When reaching out for help where is the first place you should look at?
KB article and or the Who to contact list.
Do you create an RMA if the item is received damaged and you are sending a replacement?
NO WAY
Is the customer charged right away for in stock items?
No, they are charged when the item(s) have been shipped. They are only charged right away if the item is a special order.
Can you do a replacement for a different size than the customer had purchased.
No, you can ONLY do a replacement for the same style, color, and size that was purchased.
When an order is placed when are they charged the $12.50?
It will come out of their refund amount.
Where can you find the return policy information?
Right on the David's Bridal website!
Does an RMA need to be created for each item being returned?
Yes so they are refunded for the items they are returning
Will Secondary show where the item is coming from?
Yes underneath the item name.
Can replacements be sent for international orders?
No, they will have to place a new order.
When an item is returned in through the mail when will they receive their refund?
Within 14 days from the date it arrives back to our warehouse.
How long does a refund take when the item is shipped back to the warehouse?
14 days from the date it arrived back.
Before creating an RMA what is the first thing you should look at?
To see if the item was received within the return policy timeframe.
What's one thing you can't see in Secondary
Credit Card information besides the name of card used.
Do you reach out to the warehouse for a vendor replacement?
No, you reach out and comment to the vendor.
When doing a return can all items be sent back together?
If they are going to the same place yes, if not no they will have to be sent back to the correct destination.
Can you change a customers David's Bridal account password?
Yes, through secondary.