Internal Escalation (Return/Refund)

Nature of Inquiry	Escalation Type	Action by CS	Side Convo/Internal Note	PIC			TAT (working days)
				DOJO	ZNV	UF
Return/ Refund	i.Wrong/different ii.Poor quality/defect	Obtain supporting documents. Include photo of the wrong item received/defective/ poor quality item If cust wants exchange/CS finds a need to replace. 1. CS to send a side convo to check the status If cust did not request for exchange 1. Fill up the Product Issue form 2. CS to escalate to TL for SVRC 3. Proceed with return/refund For 3PL error, Return & reshipping cost will be bear by 3PL. CS to arrange pickup > delivery time > next day 9am to 12pm	Email Subject: Wrong/Defective/Missing/Poor quality - <OrderID> Hi XXX, Customer claims that the delivered order is wrong/defective/missing/poor quality. Kindly advise on the status. Order info is as below: A. Different/Wrong Item Return Requested Item Product Name: SKU: TID: Received Item Product Name: SKU: TID: B. Missing Item & C. Defective/Poor quality Item Product Name: SKU: TID: Attached will be the proof provided by the customer. Do let us know if replacement is possible in the email (optional) Thank you.	Celice: [e-mail] DOJO: [e-mail] Sales: [e-mail] Susan Yeo: [e-mail] Stephanie Chan: [e-mail] Hani: [e-mail] CS: Yourself	Susan Yeo: [e-mail] Stephanie Chan: [e-mail] Hani: [e-mail] CS: Yourself	NIL	1-2 days
	Missing Item	1. CS to obtain supporting document(s) from the customer: - Picture of the airway bill/shipping label with the number of items packed visible 2. CS to escalate to TL for missing item by  leaving an internal note and assigned the ticket to TL with the provided document(s) 3. Respond to the customer once confirmation is received(To refund or send a replacement order).	Hi Hani​, We have a customer reported a missing item from her order: Order ID: XXX TID: XXX Item's name: XXX SKU: XXX Could you assist in checking with the relevant team on this matter? Thanks! [attach document(s)]	Hani: [e-mail]			1-2 days
	East MY pick up (pre-shipping)	1. CS to leave an internal note to Clarissa. 2. Respond to customer once confirmation is received.	Hi Susan​, We have a customer from East Malaysia that wants a return pick up method to return her item. Kindly assist to liaise with 3PL on this. Customer's details: Name: XXXX Address: XXXX Contact Number: XXXX Order ID: XXXX RMA: XXXX SKU: XXXX Return TID: XXXXX Thank you.	Susan Yeo: [e-mail] Stephanie Chan: [e-mail] Hani: [e-mail] CS: Yourself			2-3 days
	Refund approval return received > reject	1. CS to process refund in Magento 2. Once refund has been processed, side convo will be sent to FIN to approve the refund amount.	Email Subject: <Ticket Number> Refund Order xxx Order IDxxx Hi Team, We have approved the return for Order no: #XXXXX RMA: #XXXXX SKU : XXXXX Reason : XXXXX Kindly update once this has been processed. Thank you.	SG [e-mail]  [e-mail] [e-mail] [e-mail] MY [e-mail] Susan Yeo: [e-mail] Stephanie Chan: [e-mail] Hani: [e-mail] CS: Yourself			1 day
	Refund shipping fee	1. CS to send an internal note to TL for approval to refund. 2. Once TL confirms,create credit memo to refund shipping fee and inform customer.	Hi Hani, Customer placed an express shipping order we did not deliver within the time frame. Seeking approval to refund shipping fee. Thank you.	Hani: [e-mail]		N/A	1-2 days
	Order cancellation	1. CS to send a side convo to Susan Yeo, Stephanie Chan and 3PL 2. Respond to customer once confirmation is received.	Email Subject: Order Cancellation <Order ID> Hi Team, Customer would like to cancel this order since <add reason here>. Order #XXXXX TID: XXXXX Kindly update once this is done. Thank you.	Celice: [e-mail] DOJO: [e-mail] Sales: [e-mail] Susan Yeo: [e-mail] Stephanie Chan: [e-mail] Hani: [e-mail] CS: Yourself	Shurabil: [e-mail] Susan Yeo: [e-mail] Stephanie Chan: [e-mail] Hani: [e-mail] CS: Yourself	NIL	1 day
	Drop-off issue (Eg: used different label, no movement after drop off)	1. CS to send an internal note to Clarissa and Susan 2. Respond to customer once confirmation is received.	Hi Susan​, We have a return which is not received by DC but cust claim they have returned the item. Tracking shows parcel delivery has been cancelled on XXX. NV wanted to reschedule to XXX but the customer does not have the item. Do let me know on the next course of action. < Insert Zendesk Link >. Thank you.	Stephanie Chan: [e-mail] Susan: [e-mail]  Hani: [e-mail] CS: Yourself			1-2 days
	Refund receipts/status	1. CS to send an internal note to Hani. 2. Respond to customer once receipt is received	Hi Hani, Kindly provide the refund receipt for the following order. Order no: #XXXXX RMA: #XXXX Thank you.	Hani: [e-mail]			1-2 days