This document outlines the standard procedure for handling customer return requests from initiation through follow-up.

Step 1: Customer Initiates Return Request

When a customer contacts support to request a return:

  1. Direct the customer to the Returns Portal

  2. Use this email template when responding:

Email Template:

Subject: How to Start Your Return


Hi [Customer Name],


To start your return, please visit our Returns Page and submit your request.

Once we receive your submission, our team will review it and get back to you within 24 business hours with simple next steps.


If a return label is required, it will be included in our follow-up email sent to the email address used for your purchase — please keep an eye on your inbox (and spam folder just in case).


Thank you,
[Your Name]
Customer Support

Step 2: Customer Submits Request

Customer Instructions (via Returns Portal):

  1. Go to the Returns Portal.

  2. Log in using your account, or proceed as a guest with your Order Number and Email Address.

  3. Select the item(s) you wish to return.

  4. Choose a reason for return from the dropdown options (e.g., wrong item, defective, changed mind).

  5. Review and submit the request.

  6. Once submitted, you’ll receive an email confirmation acknowledging your request.

Step 3: Internal Review (Returns Team)

Within 24 business hours, the Returns Team will:

  • Review the return request for eligibility (e.g., within return window, item condition).

  • Verify order and product details in CRM.

  • Determine if a return label or RMA number is required.

Step 4: Send Follow-Up to Customer

Once reviewed, the Returns Team will reply to the customer with:

  • RMA details (if applicable)

  • Return instructions, including packaging or carrier information

  • Return shipping label, if provided by vendor or required for return

If no label is available immediately, the case should be escalated to Kori or Tim for label issuance.

Step 5: Customer Ships the Return

  • The customer prints and attaches the return label to the package.

  • The package is dropped off with the indicated carrier (FedEx, UPS, etc.).

  • Once the returned item is received and inspected, a refund is processed to the original payment method within 3–5 business days.

  • The customer is notified by email once the refund is complete.