Replacements
True or False
We give free standard shipping on replacements
True! It's also a great opportunity to offer to place another order while they have free shipping.
Should we be asking customers why they want to return their lenses? Why?
Absolutely! It allows us to make sure we are doing everything we can for them to keep the order.
Is there a way for us to extend the 30 day timeframe in the event that the customer can't send them in that time? How do you do this?
Yes! In the CC APP, select resend PRL and hit send - This will reset that 30 day queue and will avoid the system automatically charging the customer.
What happens if we do not validate address's in the account?
There is a strong chance it will delay the shipment and will likely get returned back to us.
Who handles ALL associate RMA's?
SVO will take care of those for you through email!
True or False
Replacements need to go through verification again
False! The original lenses were verified, we are just replacing the ones that couldn't be used.
True or False
We have to provide the 30 day charge expectation when setting up a return
False! They can return the package whenever they would like and once we receive it, we will either put the credit on the account or refund back to original form of payment.
Why do we need to educate the customer about the 30 day charge expectation?
This sets them up for success on the timeframe we need them back, and to avoid getting an unexpected charge if we don't receive them in time.
Can we refund a lost package instead of replacing it? Why/why not?
Yes we can! We just need to set up the lost package RMA without sending the product and request a refund on the original order.
What kind of RMA is this?
*At least 1 yr expiration
*Resellable
*Only account credit
Custom RMA! This is when the customer has lenses that were not purchased through us.
In the event that we cannot replace a lens due to a brand being discontinued - What CAN we do?
We can apply credit for that lens toward an order of a new brand.
If a customer cannot print the PRL to send lenses back, what tool do we have to help them and how long does it take?
We can submit a CC Follow up in the app to request a snail mail PRL, it takes about 2-4 weeks.
In the event that there is left over credit after setting up an exchange order, where does that go?
When setting up the RMA, there will be a question that asks "refund upon receiving" you can select yes which means it will go back to their card, or no which puts that extra credit on the account for later.
True or False
If a customer places an order with standard shipping and they are calling about not receiving the order yet, there are no tracking updates and we show it's only the 4th business day we can replace that lost package for them.
False! We cannot replace a lost package until it's past the 7 business day timeframe.
The reason why is because we found that most original packages arrive on time and the customer ends up with two orders.
What kind of RMA is this?
*They have to ship package back with their preferred shipper. Once they have paid for the shipping, they can submit a receipt to us for a refund check/credit on the postage.
International RMA!
True or False
We can send replacements for a customer to take Express Exam.
False! We can only replace lenses if they had an issue with the lens.
True or False
We are able to refund the return to any payment method on file.
False! It has to go back to the original form of payment.
At what time do we need to prorate lenses, and what is the reason why?
We need to prorate if we have RMA's stacked and the exchange credit shows 0, but we know they should have credit applied to find the appropriate amount of credit toward the order. We can then apply that difference using "RMA exchange" code in the discount section of the CC APP.
True or False
ALL lost packages must go signature required and there are no exceptions.
False! The only time we don't need a signature required is if we are sending it to a different address.
If any RMA's are done incorrectly, or need to be redone/changed - Should we close the RMA or cancel it?
We should never close an RMA, that is for toolbox only. We would want to cancel the RMA in the order we set it up on.
True or False
We can replace replacement lenses.
True! Our job isn't to be the RMA police, keep it simple and replace the lenses - And offer to place an actual order while you are doing that.
When setting up a return, do the codes matter when selecting why someone is returning lenses?
Absolutely! This gives us insight into why returns are happening and if we need to make any changes.
True or False
If a customer has 7 lenses to exchange and wants 7 lenses back in a different brand, we can exchange them.
False! When doing an exchange we need to make sure we are adding credit toward full boxes.
*In the event that it's the same brand, we should lead with credit toward boxes, but can use empowerment if needed to single for single.
When does a lost package need to go through verification again, and do we need to give ECP dialogue?
If we are replacing after 30 days of the initial order, yes we must say ECP dialogue since we are reaching out to their DR again.
Can we exchange expired lenses for the customer?
Yes! Our guarantee does not have a timeframe so if they have the same brand/Rx we can swap them out for an extended expiration.