Boatplicity Support

Everyone has their part to play with RMA requests and the Returns team will require Frontline Agent assistance to help make the RMA process flow smoother and that we ensure that Amazon Marketplace Returns have the RMA and Return Label generated within 24-48 hours. If you submitted a request for RMA, please send the email outbound email through Fresh Desk to the vendor and reassign the ticket to the right FRESH DESK GROUP.

The following should ONLY apply to Return Requests that are eligible - 

***Installed Items and Performance Related matters must be handled as Warranty Request***

1. FRESH DESK TICKET - UPDATE YOUR OUTBOUND EMAIL AND CHANGE THE STATUS to - WAITING ON THIRD PARTY

2. UPDATE CRM STATUS - UPDATE CRM TO “RMA Pending” to ensure that the system recognizes this phase of the order. You sent the request for an RMA with the vendor and this has not been granted, it is pending, once you send this out you will update the CRM and change the FD ticket. 

3. FRESH DESK TICKET - CHANGE THE GROUP to reassign the RMA Request to the correct team - AMAZON RETURNS Group in Fresh Desk. This will allow the right team-members to then work the ticket when the vendor responds as we must secure an RMA or issue our PO in lieu of am RMA within 48 hours.

4. FRESH DESK AMAZON RETURNS TEAM - Cristobal, Cory, Harshit, Jethro, Mike, Tim are included in the AMAZON RETURNS group in Fresh Desk and responsible for following up with vendor/cx and or upload our PO# and return labels if vendor is not responsive within 48 hours. Once the RETURN LABEL is uploaded the return team should UPDATE CRM STATUS to - RMA Issued - which will trigger our systems to check for the return, once the return label is active the next agent will update the status to REFUND PENDING so we can complete the return and process refunds.

- The Amazon Returns Team will then receive the RMA and work to have this approved by the vendor and update CRM & Seller Central Returns. Upload the return label(s) and update the customer, the CRM STATUS is then changed to "RMA ISSUED".

- The Amazon Returns Team will also automatically approve RMA after 48 hours with our PO# as the RMA# in the likeliness that the vendor has failed to reply in timely manner

AMAZON RETURNS 

1. RMA APPROVAL - The Amazon Returns Team will await response for approval from the vendors within 48 hours, after this period if there is no RMA from the vendor then we will approve the RMA request and issue return labels to the customer using OUR PO# as the RMA. 

2. RMA STATUS NEEDS TO BE SET IN CRM - Once the RMA/PO Reference has been received the Return 

Team should set the CRM Status to RMA Issued - CHANGE STATUS TO RMA ISSUED and UPLOAD THE RETURN LABEL(S) the customer will need to return this for refund. 

3. Amazon Return Team - Once the RMA has been approved, the returns team will ensure that a return label is generated and or uploaded into CRM and Seller Central, check for labels provided by vendor partners, Amazon-generated, and process manual labels. Once the status in CRM is set to RMA Issued, the next step will allow the next agent to set the order to REFUND PENDING once we verify the return label was activated/delivered or customer provided tracking shows this was activated/delivered. 

AMAZON RETURNS - WARRANTY FOR DAMAGED/DEFECTIVE 

- ALL RETURNS MUST BE NEW, UNUSED, WAS NOT INSTALLED, AND WITH ORIGINAL SHIPPING AND PRODUCT PACKAGE

- A few exceptions: Installed Items are not subject to the process above, this will still require further actions and subject to WARRANTY RETURN REQUEST

- Any issues where the item appears to have been used, installed by the customer are subject to MFR Warranty Approval

- Items Reported as Damaged upon Delivery will require that a Damage Claim is filed with the carrier/manufacturer and follow the same process as we would for a Warranty Request to return the item and or further Claim filings needed with our carrier (If Shipped on our THIRD PARTY) otherwise if this shipped with the vendor’s shipping account, the vendor request to file a claim and assist with an RMA to return this to sender is required.