DC Operations Shipping Adjustments

Shipping Adjustments
Policy and Procedure Document
Updated: July 10, 2014
ase !ype "eneral #n$o
Shipping Adjustment case notes are created to credit the customer for their shipping
charges and are to be used when a customer has not received the order within the
promised time frame. When the item(s) are damaged and the customer does not
want a reorder or when the customer was charged for shipping and should not have
been due to a shipping promotion the shipping may also be credited. Adjustments
can only be processed when the order has reached the Completed status.
(!es We Can) is not a direct reason to credit for shipping.
Shipping Surcharges are applied in addition to the standard delivery charge when
an item is bul"y# heavy or fragile. We notify these special circumstances on the
product page prior to selecting the item for purchase. Anything over $%&.'' needs to
be approved by a coordinator and is separate from the regular standard shipping
credits.
()* +f the item received is damaged or incorrect# or the item is missing# we would
process a credit for the shipping charge per the customers re,uest.
-ow to Credit for Shipping Charges*
%. .pen in Connect
/. 0ead notes in the message tab if private notes are entered.
1. 0ead the notes in the Case 2etails tab.
3. 4ocate order number in Connect.
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DC Operations Shipping Adjustments
&. 5ut the order number into CSC.
6. 7a"e sure the status is 8complete9 and hit 8Wor" .n9 to active the order.
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DC Operations Shipping Adjustments
:. Chec" the form of tender before moving on. !ou may process a credit in
CSC for a split tender as long as the credit does not e)ceed the amount on
the credit card. +f the order was paid for solely with a ;ift Card# <07C or
<ohls Cash# change the case status to 5.S.
=. Select 8Wor" .n9.
Clic" off > <eep in my active tic"ets# unchec" share with customer
Clic" on > Close tic"et
?. @he Shipping charge is outlined along with the shipping ta). +nclude the ta)
when crediting bac" the standard shipping. @he surcharge (if applicable) will
be listed in the middle of the shipping and ta). @he credit card is also outlined
as the form of tender.
+n the accommodation -istory# add the amount# select the shipping
accommodation type and also add notes outlining why the credit was issued.
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DC Operations Shipping Adjustments
When finished# hit Add Accommodation to add this to the customers order.
%'. When your accommodation has been added you will see the issue date#
amount and notes added to CSC on the customers account.
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DC Operations Shipping Adjustments
%%. ;o bac" to Connect and add a private message to the customers order.
5ut the case into Solved status.
%/. When the case is in 8Solved9 status# assign the case to 8Ao Balue9 in the
drop down.
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DC Operations Shipping Adjustments
%1. When the case is completed# hit 8Save C Close9 in the left top corner. Aote
that 8Send on save9 should never be chec"ed.
#$ %e cannot issue credit $or the shipping charges $or any reason, %e
must email the customer to in$orm them that %e are una&le to issue the
credit'
"o to D( scripts
Pricing ) Shipping Adjustments* +ou can modi$y any o$ the
scripts i$ needed'
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