FOR INTERNAL USE: What is our return policy & process?
INTERNAL ONLY - DO NOT POST
Atria - Return Policy & Process
- Pull up the order, troubleshoot and offer the customer assistance, confirm if Tier 2 customer support has attempted to resolve
- Check if the customer is still within their 30-day return policy
- If within 30 days, send the form Template using the MACRO provided.
- If the order is outside the 30 days, offer assistance and enforce the return policy:
- US and Canadian markets are allowed to return the item.
- UK & Europe, we ask for the customer to keep the item, as we don’t have a return process.
Dara’s/Beebo - Return Policy & Process
- Pull up the order, troubleshoot and offer the customer assistance, confirm if Tier 2 customer support has attempted to resolve
- Check if the customer is still within their 30-day return policy
- If within 30 days, send the form Template using the MACRO provided.
- If the order is outside the 30 days, offer assistance and enforce the return policy:
- US and Canadian markets are allowed to return the item.
- UK & Europe, we ask for the customer to keep the item, as we don’t have a return process.
Buyer’s Remorse
Customers wanting to return the order for reasons such as no longer wanting/liking the item, having already bought one, financial problems, not what they expected, too small or price match (remorse reasons).
Process:
- Pull up the order and track the delivery
- Check if the customer is still within the 30-day return policy window from the day the order was delivered.
- If within 30 days, send the form Template using MACRO provided.
- If the order is outside the 30 days, offer assistance and enforce the return policy.
Damaged or Defective Item
Customers wanting to return their order because it is damaged or defective.
- Damaged item - means physically damaged (e.g. dents, rust, detached electrodes)
- Defective item - there’s a defect with the functionality of the product.
- Exhaust all troubleshooting steps available.
- If within 30 days, send the form Template using MACRO provided.
- If the order is outside the 30 days, offer assistance and enforce the return policy.
