Dear < Customer Name >,
Thank you for contacting us and please accept our apologies for any issues that you've experienced with your order. We need a few more details so that we understand the root issues impacting your order. We can better assist you and will follow-up as soon as we understand exactly what is wrong with this order.
- Has the item(s) recently been installed, dry-fitted and or used?
- Does the order item(s) that were delivered match your order confirmation online or printed invoice?
- Can you please describe the item(s) Part Number, Name/Details of the item(s) received?
- Photos are helpful and we may need them, can you please provide a photo and attach them in replying to us?
In any case, we will be happy to assist you with returning the item for either a refund or replacement. We must also advise that certain fees and restrictions may apply and we do reserve the right to deny return if certain conditions are not met. Simply put, if we caused the error, such as sending something completely different than what was ordered, we will take responsibility and waive any applicable fees. However if the error was due to user-error (customer at fault) then you will be responsible for return shipment fees (we can waive if shipping using your own label, just let us know).
Please visit the following link for details Amazon Guidelines: https://www.amazon.com/sp?_encoding=UTF8&asin=B01GP9CWU0&isAmazonFulfilled=0&ref_=dp_mbc_seller&seller=A2F8QH83YSA2LG
Sincerely,
<Name>
AMAZON - Different Than What I Ordered RETURN NEEDED
Dear < name >,
Thank you for contacting us, I'm sorry that your order didn't meet your expectations or workout for you and we'd be happy to assist you with a return submission. I'll be more than happy to get the process started for your return and will seek an RMA (Return To Manufacturer Approval) from my Returns Team. However after looking in Amazon it doesn't seem that you had a chance to submit a return request, you can do this by going to your Order History and select "Returns" or you can also login to your Amazon account and go to the following: www.amazon.com/returns
Eligible items for Return must be NEW, in the original condition, has not been installed and or used, contains all product and shipping packaging. If this was installed, we must request manufacturer warranty approval in order to return this and subject to approval. I will be happy to submit a request to our Return Team that you would like to return this but again we do ask that you please go to www.amazon.com/returns to ensure that your official return is submitted so that we can provide you with return label(s) and instructions for your expected return. Depending on the issues with your order, photos may be required of us as we process your request, please allow me 1-2 business while I seek approval for your RMA. In the meantime please feel free to read our Amazon policies below.
AUTOPLICITY AMAZON RETURN GUIDELINES:
https://www.amazon.com/sp?ie=UTF8&seller=A2F8QH83YSA2LG
Thank you,
<name>
AMAZON - LISTING ERROR - Cx RETURN NEEDED
1. RMA approval will be granted automatically - reason is listing error, this is our fault and start return process
2. Agent must start the RMA Return process, going to AP website to submit a return request "Listing Error, Autoplicity at fault" we should waive all fees and provide the customer with a return shipping label in preparation for a return.
3. Agent should respond back to the customer and provide them with their return label and use the following template to advise that we will refund them in full upon activation of the return shipment.
LISTING ERROR RETURN -CX GOT WRONG ITEM/ RETURN LABEL FOR REFUND
1 - Educate the Cx that the issue is due to a listing error
2 - RMA and Return Label to be issued to the Cx - Return Reason: Listing Error, Fulfillment error AP at fault
3 - Provide label attached < Autoplicity_Return Label_RMA######### > and Listing Error/Return template to Cx
4 - DELIST APPROVAL NEEDED - You must also submit the CRM status for < Delist approval/review >
Dear <name>,
Thanks for contacting us, we’re sorry that there was a problem with your order. I do apologize for the discrepancy with your order and I have flagged this as a “Listing Error” due to a discrepancy with the item(s) received being different as the item(s) listed on Amazon. We’ll be happy to provide a free return shipping label to return this back and we are happy to REFUND YOU IN FULL once the incorrect items are activated for their expected return shipment. Again we are very sorry for the mix-up and are more than happy to resolve this problem and will refund you once the returns are received.
We’ve approved your order for Return Shipment (SEE ATTACHED RETURN LABEL) and we’ll provide you with free seller-funded return shipping labels for your convenience. Listing Errors can be related to any number of variables (including but not limited to product, image, description, pricing, quality, and other internal errors) that need review.
Return Merchandise Authorization (RMA #) - < insert RMA# >
Return Tracking ID# - < insert Return Tracking ID >
Please return your item with our free seller-issued label within 30 days for a full refund. We apologize for the mix-up as this is attributed again to an Amazon/Manufacturer Listing error, please don't hesitate to reach out for further questions or assistance.
Sincerely,
<name>
LISTING ERROR - NO RETURN NEEDED - REFUND FULL
Dear <name>,
Thanks for contacting us, we’re sorry that there was a problem with your order. I do apologize for the discrepancy with your order and I have flagged this as a “Listing Error” due to a discrepancy with the item(s) received being different as the item(s) listed on Amazon. We’re REFUNDING YOU IN FULL without a need to return the items you received. Again we are very sorry for the mix-up and are more than happy to resolve this problem. Listing Errors can be related to any number of variables (including but not limited to product, image, description, pricing, quality, and other internal errors) that need review.
Your refund should post on your statement within 3-5 business days or per your financial institution's processing periods.
Sincerely,
<name>
MISSING HALF MY ORDER - MISSING PARTIAL ITEMS
1 - Check the Listing and Dimensions for the product particularly the weight.
2 - Check the Delivery Tracking# and verify the dimensions (weight) of the shipment matches the product dims, if you notice the weight on the tracking is dramatically lower than the product dimensions this could've been short-shipped.
3 - Contact the Vendor to report the Short-Shipment and request an RMA and or a Credit Memo for 50% or equivalent to value of missing items count/quantity - Example, if the Cx ordered an item that was sold in pairs and only got 1, then we can refund 50%. Example, the Cx ordered 4 tires but only 3 were delivered, we would refund the cost of 1.
4 - Provide the Cx their return label with the following template and escalate a request to CS Leadership to issue partial credit for missing items.
5 - Ensure CRM order status icons are marked correctly in CRM and set the refund pending so we can process a refund for the missing item. Escalate to LEADERSHIP - @Cameron or @Jen
TEMPLATE -
Hello <Name>,
Thank you for contacting us and please accept our apologies for the error the occurred with your order and for the inconvenience this has caused you. This is not typical and we'd like to make this right and will be happy to resolve this matter for you and ask that you please reply to let us know which option would work best for you. Many of our items are ordered directly from our manufacturer supplier partners and we do not keep components such as installation parts or assemble kits in our facilities which is why a return is required if wishing to return the incomplete set for a full refund. Otherwise we're happy to issue a courtesy refund for the equivalent cost of the missing items from your order. We'd like to make this right, so please reply back at your soonest convenience.
OPTION 1 - RETURN ITEM(S) RECEIVED BACK TO SELLER FOR FULL REFUND
We have already provided you with a Return Label so that you can ship the item(s) that were delivered and refund you in full once the Return Shipment has been received. We'll be happy to provide our Seller Funded Return Label (SEE ATTACHED).
OPTION 2 - KEEP THE ITEM(S) RECEIVED AND REFUND ME FOR THE MISSING ITEMS
We will be happy to refund your order to the equivalent cost of the item(s) as some of our items are sold in a pair, if you've only received 1/2 of the items received then we'll be happy to refund you 50% off to KEEP the item received and issue a refund for the missing item immediately without returning the item that was successfully delivered. The refund will allow you to make other arrangements such as reordering the part that was needed.
We've already approved your return shipment and have included our seller-issued Return Label (SEE ATTACHED).
Sincerely,
Name
MISSING HARDWARE, ACCESSORIES REQUEST, COMPONENT ITEMS REQUESTS -
We do not stock items that are related to installation hardware, miscellaneous components such as (decals, bolts, clips, and anything other item) or accessory request for replacement, missing items, accessories that are related to the order. ALL items are pre-assembled with our manufacturer and distributors which we must submit a request directly to our partners on the customer behalf to see if there is any warranty coverage and resolution available. The customer may need to request this directly with the manufacturer especially if the order is OVER 30 DAYS and Agent should provided vendor telephone contact.
A return may not always be needed or unavailable if over 30 days, however the customer must be made aware that we'll have to submit a warranty request and check with the vendor to inquire whether or not resolution is available. Follow Vendor response and policy, if the item is in need of return, request an RMA request and proceed to return process.
TEMPLATE:
Hello <name>,
Thank you for contacting us and after reviewing your request we'll need to reach out to our manufacturer and distribution partners as all of our items are preassembled with our partners as we do not stock hardware, accessories, or components in our facilities. Please allow us at least 1-2 days to follow up with you and our partners as we'll be happy to check with our manufacturer partners to check for any warranty coverage assistance. While we check on this, we will update you as soon as we hear back from our partners and will advise the next step. In the meantime, we must advise you that orders are still subject to our Amazon Returns Policy and must meet our criteria for return approval, if issues reported exceed the 30 day return period, this may not be eligible and is subject to manufacturer warranty approval. Please take some time to review our Amazon Return Policy and Terms & Conditions. This is only a request and is not a guarantee, we also strongly encourage you to please contact the manufacturer directly as many offer warranty assistance directly.
AUTOPLICITY STOREFRONT
https://www.amazon.com/sp?ie=UTF8&seller=A2F8QH83YSA2LG
AMAZON RETURN POLICIES
https://www.amazon.com/gp/help/customer/display.html?nodeId=GKM69DUUYKQWKWX7
