Return Rules & Refunds
A customer wants to change the size of an item after placing an order. What should you check first?
What is whether the order has already been processed or fulfilled?
Where can customers usually find tracking updates?
What is their shipping confirmation email or tracking link?
Before approving a return, what should you review?
What is the company's return policy?
What's the first thing every customer should receive?
What is a friendly greeting?
Why should product details always be reviewed before responding?
What is to provide accurate information?
What information is most helpful when locating a customer's order?
What is their order number or the email address used to place the order?
What should you do if tracking hasn't updated for several days?
What is check the carrier status and follow company procedures before escalating?
What condition should returned items generally be in?
What is unworn, unwashed, and with original tags if required?
If you're unsure of an answer, what should you do?
What is check internal resources or ask a team lead instead of guessing?
If a size is sold out, what should you check?
What is whether another size, color, or restock information is available?
A customer accidentally ordered the wrong item. What should you do?
What is review available options based on the order status and company policy?
A package is marked "Delivered," but the customer can't find it.
What is ask them to check around the delivery location, with neighbors, or their leasing office before filing a claim?
A customer says they received the wrong item.
What is verify the order and follow the incorrect-item process?
A customer is upset about a delayed package.
What is acknowledge their frustration, apologize appropriately, and provide accurate information?
Why is it important not to promise restocks?
What is because inventory availability can change?
A customer says they were charged twice. What should you verify?
What are the payment history and whether one charge is only a pending authorization?
A customer entered the wrong shipping address.
What is see if the order can still be updated before shipment?
A customer missed the return window.
What is follow company policy and determine whether any exceptions apply?
Why is empathy important?
What is it helps customers feel heard and builds trust?
A customer asks about a promotion that ended yesterday.
What is explain the promotion has ended and review any current offers?
A customer ordered multiple items but only received some of them.
What is check whether the order shipped in multiple packages before escalating
Why is it important to review tracking before promising a replacement?
What is to confirm the shipment status and follow company policy?
Why should you document return issues carefully?
What is to ensure accurate records and consistent customer service?
A customer asks for something outside company policy.
What is politely explain the policy while looking for any approved alternatives?
A customer contacts you because they ordered the wrong size, the package is already in transit, and they need it for an event this weekend. What is the best course of action?
Explain that the order cannot typically be changed once shipped, provide tracking information, advise of available return/exchange options according to company policy, and avoid promising outcomes that aren't guaranteed.