Returns
What is the Eligibility Override tab for?
Used to process ineligible returns under specific criteria:
What is an Upfront action?
An upfront action is a refund, credit, or replacement processed before the item is returned to QVC.
This is an exception to QVC’s normal policy, which usually requires the customer to return the item first before any action is taken.
What is an Unbilled Installment
Shows all active EasyPay orders not yet billed or paid, including past due installments.
What is Health, Safety, and Property Damage?
Damage to property or belongings in the home (anything that isn’t a person).
What is an exchange?
Customer will send an item back and would like to be sent the same item in a different color/size
For returns, when is immediate refund allowed for items over $300?
Immediate refund allowed if item is in transit or received, no proof required
Frequency & Nature of Upfront Actions
-Should be rare and infrequent.
-Typically, time-sensitive.
-Usually based on a delivery error or urgent customer need.
What is a Pending Installment
Reflects any EasyPay payments processed in the last 24 hours.
Examples of property damage
3 Examples
Sparking
Overheating
Exploding
Melted items
Smoking items
Damage to floors, counters, or other household surfaces
Any other household damage caused by a product
Example of Feedback
Feedback: General customer comments about the product, not requiring formal follow-up.
Example: Customer says the scent was too strong or they didn’t like it
QVC reimburses shipping/handling only for QVC errors
Customer Options Before Proceeding with an Upfront Action
Offering return instructions and advising them to return the item.
Placing a new order for the customer while they return the original item for a refund.
Determining if the issue qualifies for another type of action, such as:
Non-physical refund/replacement.
Non-receipt situations.
What is a Past-Due EasyPay
Past-Due EasyPay is the most common reason “Member Updates” will appear in red at the bottom right corner.
In a non-physical return, let's say it's for something broken, does QVC request photos for proof, or is it just a trusting the customer situation?
No, we don't, we trust the customer
Example of Activity
Activity: Issues that indicate actual use or damage, requiring follow-up or documentation.
Example: Customer reports they used a grill, or a blender damaged the countertop.
What is the Pickup and Track Tab for?
Create a pickup request for a customer’s package
Track a return on its way back to QVC via Q-Return label
What is the Supervisor/Manager Approval Requirements?
An upfront action requires Supervisor or Manager approval if:
The item is valued over $500.
The customer has made repeat upfront action requests for the same item or order.
How do we Process a Past-Due Payments
When a customer wants to process a payment for their past-due EasyPays, this action must be completed on the individual order level.
If the gift recipient is not a member to receive a credit do we create a member account for them to receive the credit?
Yes
Where can we find the Little financial?
Theme-Orders
What items does a Non Physical Return include?
Ex: Personalized Items
Perishables (food, plants, wreaths, vitamins, wine)
Personalized items (engraved jewelry, monograms, towel sets)
Oversized items (in-home/doorway delivery like mattresses, treadmills, furniture)
Destroyed/hazardous items (broken glass, gas-powered items, hazardous materials)
Illness, allergy, fire-related incidents
Protection plans
Damaged/defective items <$20 (beauty products, excluding tools/devices)
Personal/single-use items (masks, makeup wipes)
Compressed/hybrid mattresses and foam toppers
How do we process Upfront Actions in OECS
Handled in the Delivery screen.
Once verified as the correct step, proceed to the Upfront Actions tab.
How do we handle Large Past-Due Payments
If a customer wishes to pay 10 or more past-due EasyPays with a minimum of $400 or more, the request must be handled through an Activity
What's the security tab used for
Send forgot pw e mail
send forgot pin e mail
remove pw
How do we check if an item is eligible for return?
Theme-Orders-Returns-Return eligibility