DC Operations

Return by Carrier

Return by Carrier
Policy and Procedure Document
Updated: September 29, 2014
Case Type General Info

These cases are to be used when the carrier has returned the package to the eFC due to an
invalid shipping address, refusal by the customer, damage in transit, etc and the customer has
not received a refund or the customer is requesting that the package be reshipped.
Connect

1. Open the case in Connect.

2. Read notes in the message tab if private notes are entered.
3. Read the notes in the Case Details tab and look at the tracking information.
4. Locate order number in Connect.

*Note follow these steps if the customer has made the First contact.*

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Return by Carrier

5. Enter the Order number into CSC.

6. In CSC navigate to the Items link and click to view all tracking numbers
assigned to this order. Find the tracking number that was listed in the notes
in Connect. Click the tracking number that was returned to the eFC to view
the packages movement.

*Note the tracking number link will direct you to the carriers website to view the packages history.

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Return by Carrier

7. Check the last update of the tracking information and verify that this is
being returned. Once you verify that the package is returning to the eFC,
you can navigate back to Connect.

8. Once in Connect verify if the customer indicated if he or she would like his
or her package reshipped or credited. You can find this information on the
Case Details tab or the Messages tab.
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9. Add a note in CSC with the customers decision. Be sure to include a new
address if the customer requests to have the package re-shipped. If the
customer would like to be credited, note that the customer would like a
credit once the package is received at the eFC.
10. To make a note in CSC make sure the status is Complete and select
Work On to make the order active.

11.Navigate to the notes section in Connect and select the Add New Note
link. In the notes section, enter what the customer is requesting. Ex.
Customers package is returning to the eFC, customer would like credit for
package once received.

*If the customer is requesting a reship, please include the address where the customer would like the
package to be reshipped to.

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12. Once your notes are made in CSC, navigate back to Connect. In
Connect make a Private Note of the action youre requesting the eFC to
take.

13.

Once all notes are entered in Connect, save and close the case.

14. If the eFC has contacted us first regarding the returned package, and
not the customer, follow the steps below.
15. Look for the order number. This will be located in either the Subject box
in Connect or listed in the notes section in the Messages tab.

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16.

Return by Carrier

Pull the order up in CSC.

17. In CSC, navigate to the Notes section to verify the action that the eFC
took with the customers package.

*Note: If the eFC states the package was reshipped the reship tracking information should be listed in
the notes section.

18. If the eFC issued credit no further action is needed. You may go into
Connect, make a note eFC issued credit then Save and Close the case. If
the eFC has reshipped the package the customer will need to be
contacted.
19. To contact the customer, send an email to advise that the package has
been returned and reshipped (Return by Carrier Reshipped Package
script). Once you email the customer, you will Solve the case and add a
Private Note with the email Incident number. Hit Save and Close in the
top left corner.
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* Note that Send on save should never be checked.

20.
If we are unsure if the customer wants a reship or a credit when the
item is returned, we will need to email the customer and ask if they want a
reship or a credit for the item and or items that are being returned.

*Note: If the case does not fall within the two scenarios listed above, you will
change the Status to Case Internal Review and add a Private Note as to why you
were not able to Solve the case.