VIP Credit Refund
What are the eligibility requirements for a VIP credit refund?
If unused and unexpired
How much is the VIP credit refund incentive for JustFab and FabKids?(1st offer)
$10
What process handles returns and exchanges?
Returns and exchanges are processed under the RMA flow.
How long do credit/debit card refunds usually take?
5-7 Business days
When do refund timeframes officially start?
Refunds begin counting after they are processed in GMS.
What should agents do before processing a VIP credit refund?
Verify Eligibility
How much is the maximum refund incentive?
$15
What condition must returned items meet to qualify for a refund?
Items must be new, unused, and resalable.
What is the refund timeframe for PayPal
7-10 Business days
Do customers need to contact support for a return label? Yes or No and why.
No, Customers do not need to contact support to get a return label.
What should an agent do when a customer wants multiple VIP credits refunded?
What do we do if the customer ask for more than $15 credit?
Escalate to Chinese team
How are return labels generated?
Return labels are generated through RMA using Parcellab
Which payment method has a 14-business-day refund timeframe?
Klarna refunds may take up to 14 business days.
What happens if an exchange item is out of stock?
If an exchange is unavailable due to stock issues, a refund is issued directly.
When does retention become part of the refund process?
Refunds are not dependent on retention unless the customer is cancelling membership.
When should agents offer one time courtesy?
If the customer is insisting or frustrated.
What types of items are non-returnable?
Final sale items and promotional items cannot be returned
How long does a cancelled order reversal take for a credit/debit card?
Cancelled order reversals for Credit/Debit Cards take 24–72 business hours.
A customer placed an order 5mins ago, and wants to cancel it. Do we process a refund?
No, since it's voided. Therefore, no payment was captured
What system is used to process refunds?
All refunds must be processed through GMS.
What should an agent say if a customer asks for the $10 incentive again?
If a customer already used the incentive, agents should explain it is a one-time offer.
What should agents do if there’s no refund update after 10 business days?
If no refund update is available after 10 business days, agents should escalate to Tier 2 or Team Lead if the refund wasn’t processed.
How long does it take for VIP/store credit to return to the member’s account?
Return of VIP Credit to a member account takes 24–48 hours after warehouse receipt.
A customer wants to return a promotional final sale item.
The agent should explain that final sale items are not eligible for returns or refunds.