General Procedures
For every return type, this must always be checked first before processing.
What is confirming the order is still within the return window?
A guest reaches out in regard to returning their Signature Sectional. They haven’t taken any of the units out of the packaging, and sent photos upon request. What are the next steps for processing this return?
What is reach out to CX via the Retail-CX Slack channel with details?
Your guest comes in-store after completing your draft. They’ve decided the Essential Bed + HB is just too big for their room. What category does their return fall into?
What is an overmax return?
A guest you’ve been assisting writes into Gladly and says, ‘I love the Classic Bed + Headboard + Cushion, but I do not need the cushion.’ Where would you log the return once it has been processed?
What is the Manual Returns Sheet (Narvar CX-Initiated Returns tab)?
A guest comes into the store requesting help with a return for their Essential Sectional. They purchased it a month ago with Scheduled White Glove Delivery. What should you do next?
What is request photos of the sofa to determine if we dispose or donate?
For a return of an opened item, which type of shipping method should you select when initiating the return in Narvar to ensure no labels are sent in the confirmation email?
What is “Cx Initiated Return"
A guest reaches out after owning their Classic Bed for 85 days and decides they don’t like the stain. How many days do they have in total to return the Classic Bed?
What is 100 days?
After processing a Sectional Sofa return. What team will manage all Sectional pick-ups and contact guests directly to schedule a pick-up date?
What is Ryder?
What sheet are we logging any returns that are initiated by Narvar, but are being picked up (opened/overmax) rather than shipped back to the warehouse?
What is the "Narvar CX-Initiated Returns" tab of the Manual Returns Sheet?