Michael Turner
Action: Issue full refund or same-model replacement within 5 business days after return authorization. Request order ID, purchase date, SKU, serial number, clear photos (wide view plus close-ups), and short video showing defect; include ruler or coin for scale.
Evidence criteria: Treat as manufacturing defect when seam separation >25 mm, zipper teeth missing >3 teeth, zipper fails to close along >30% of length, strap stitching detached >10 mm, or foam core compression >30% versus new sample. Document abrasion, burn marks, or moisture stains with timestamped images and brief usage history.
Process: Create ticket in CRM under category “product defect” and attach all files. Assign to returns team within 2 hours. If assessment confirms manufacturing defect, issue RMA and prepaid label; schedule courier pick-up within 3 business days. If fault remains ambiguous, request physical return for quality lab inspection; target inspection report within 7 business days and final resolution within 14 calendar days.
Suggested message to buyer: “We apologize for damage to your item. Please provide order ID, photos, and brief usage history. We will review evidence within 48 hours and send return label if fault confirmed.”
Prevention & warranty metrics: Record model SKU and batch code. If incidents for same SKU exceed 2% per 1,000 units within 30 days, escalate to supplier for root-cause analysis and request production sample for lab testing (seam tensile test, zipper cycle test, abrasion resistance). Track replacement rate, return rate, and average handling time on dashboard; set targets: return rate ≤1.5%, average handling time ≤7 days.
Confirm order number, purchase date, payment method and warranty status
Ask for order number, purchase date (YYYY-MM-DD), payment method details and warranty code; verify immediately in order management and payment gateway before proposing resolution.
- Required identifiers
- Order number examples: ORD-123456, 2025-000123 – confirm full string and any hyphens.
- Purchase date: match receipt date to OMS entry; accept YYYY-MM-DD or MM/DD/YYYY with timezone if provided.
- Payment proof: last four digits of card, PayPal transaction ID, bank statement entry or merchant receipt.
- Warranty data: warranty code, serial number, registration email or proof-of-warranty PDF.
- Verification steps
- Lookup order number in OMS; confirm SKU, order total, sales channel and fulfillment date.
- Cross-check payment record in payment gateway by transaction ID or last four digits; flag mismatches.
- Search warranty database by serial or order number; log warranty start and end dates (common default: 12 months from purchase).
- When proof is missing
- Accept bank/credit card statement showing merchant name, amount and date as valid proof.
- For gift transactions, request gift receipt, order confirmation email or sender confirmation.
- Resolution routing and standard timeframes
- Within 30 days of purchase: offer return/refund to original payment method; create RMA and schedule pickup or drop-off.
- Day 31–365 and within warranty: open repair/replacement ticket; provide initial ETA 7–14 business days and interim status updates every 5 business days.
- Beyond warranty: offer paid repair estimate within 3 business days or suggest replacement options such as best backpack for walking around a city.
- CRM logging and communication
- Record order number, purchase date, payment method, warranty status, verification evidence and proposed remedy in one ticket.
- Send confirmation message to buyer within 2 hours with case ID, verified data and next steps.
- Escalate to returns or repairs team if verification incomplete after 24 hours; attach all supporting documents.
Suggested verification script
“Please provide order number, purchase date, last four digits of payment and any warranty code. I will verify these details in our system and confirm eligibility for return, repair or replacement.”
Walk buyer through quick inspection steps and request photo or video evidence
Immediately instruct the buyer to stop using or altering the bag and to collect photographic and video evidence before moving or repairing anything.
Photo set requirements: 1) Full-item shots from four sides at ~1.5–2 m distance to show overall shape and color; 2) Close-ups at 10–30 cm of any defect (tears, pulls, stains, hardware failure, delamination), with a 30 cm ruler or a common coin placed adjacent for scale; 3) Interior shots of lining, seams and pockets, including visible labels, serial or model tags; 4) Hardware details (zippers, buckles, clips) showing markings and any deformation; 5) Fabric weave and stitching macro images showing thread count and fray location.
Video requirements: record 1080p (minimum) at 30 fps, 15–30 seconds per clip. Provide: a steady 360° pan of the item; a close-up clip reproducing the issue (operate the zipper, open/close a pocket, pull on a strap); a stress demo using a common household weight (water bottle or 2–5 kg object) to demonstrate strap/attachment behavior; include a ruler in at least one clip for scale. Keep camera steady or use a tripod and avoid filters or stabilizing apps that alter original appearance.
File formats and metadata: send original, unedited files in JPEG or PNG for photos and MP4 or MOV for video. Preserve EXIF/creation timestamps. Maximum single-file size 25 MB; if larger, upload via secure link. Use clear filenames containing order number and date, for example ORD123456_20250820_zipper-close.jpg or ORD123456_20250820_strap-video.mp4.
Submission method and timing: reply to the order-related message or upload to the provided secure portal; retain the item and original packaging; do not wash, mend, or remove labels. Provide requested evidence within 72 hours of the request to avoid delays in review.
Privacy guidance: include order or receipt information in at least one image to verify purchase, but cover or blur any payment card numbers and personal ID elements before sending files if using public channels.
Offer clear refund, replacement or repair pathways with required documentation and timeframes
Provide three formal routes: full refund, replacement of identical model, or repair service; indicate eligible route within 48 business hours after claim intake.
Refunds – eligibility: return request filed within 30 days of delivery and product returned in agreed condition. Required documents: invoice or digital order confirmation, proof of payment (card last 4 digits or transaction ID), RMA number. Processing steps and timing: once return arrives at warehouse, inspection decision issued within 5 business days; approved refunds issued to original payment method within 5–10 business days of approval. Refund amount equals item price minus original shipping and a 15% restocking fee when wear or missing accessories are detected.
Replacements – eligibility: in-stock identical unit available and claim approved. Required documents: invoice, serial number, RMA form. Timing: replacement authorization sent within 48 business hours of claim approval; replacement dispatched within 3 business days; delivery time depends on shipping method selected. If identical model unavailable, offer full refund or upgraded replacement with pro-rated charge or credit note.
Repairs – eligibility: within warranty period for no-cost repairs; out-of-warranty repairs accepted with prior estimate. Required documents: invoice, warranty certificate (if applicable), serial number, completed repair consent form. Workflow and deadlines: initial diagnostic completed within 5 business days of receipt; repair estimate provided same day; repair completion standard window 14–30 calendar days depending on parts; expedited repair option available for a surcharge with target completion within 7 calendar days. Status updates sent every 7 calendar days until return shipment.
Return logistics and RMA – require an RMA number before any inbound shipment; unauthorized returns refused. For approved returns, shipping label provided via email within 48 business hours. Buyer bears outbound shipping cost unless return due to manufacturing fault, in which case outbound and return shipping covered.
Documentation checklist to submit with any claim: order invoice or order confirmation PDF, payment transaction ID, RMA form, serial number, signed repair consent when applicable, and any previous inspection records already uploaded to the support portal. Missing items delay processing; claims with complete documentation receive priority handling.
Dispute and escalation path – if a decision is contested, escalate to Returns Manager within 48 hours of escalation request; final review completed within 10 business days and outcome communicated in writing with breakdown of calculations.
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Record complaint, define escalation triggers and schedule follow-up communications
Log a ticket within 2 minutes using CRM template “Product Issue – Consumer Report” with mandatory fields: Ticket ID (auto), purchaser name, order number, SKU, order date, payment method, defect category (zipper, seam, strap, hardware, water ingress, odor), defect severity code (0=cosmetic,1=functional impairment,2=safety hazard), media links, first-contact timestamp, agent ID, promised resolution ETA, and estimated cost impact.
Assign priority code on intake: P1 = safety or injury risk; P2 = functionality loss preventing normal use; P3 = cosmetic or minor inconvenience; P4 = warranty/administrative query. SLA targets: P1 respond within 2 hours, P2 within 24 hours, P3 within 72 hours, P4 within 5 business days. Record SLA start time on ticket creation.
Escalation matrix: Level 1 – frontline representative owns case until first resolution attempt complete; Level 2 – technical specialist joins when initial troubleshooting fails or severity increases; Level 3 – product manager or operations lead for repeat incidents, high monetary exposure, regulatory flags, or legal notices. Auto-escalate when ticket age exceeds assigned SLA by 25% or when purchaser explicitly requests supervisor review.
Immediate escalation triggers (auto-escalate by system and page on-call): evidence of bodily harm, exposed sharp metal, fire or chemical risk, missing mandatory safety label, counterfeit suspicion, legal demand, or a public post with >10,000 impressions referencing brand and issue. Also auto-escalate when three or more reports for identical SKU appear within a rolling 14-day window.
Follow-up cadence per priority: P1 – acknowledgment within SLA, status update every 12 hours until closed, resolution confirmation within 24 hours of action completion, closure survey 24 hours post-closure; P2 – acknowledgment, status update at 48 hours, final confirmation within 48 hours after repair/replacement; P3 – acknowledgment, one status update at 72 hours if unresolved, closure confirmation within 72 hours after action; P4 – acknowledgment, resolution within 5 business days. Use phone, encrypted email, or SMS according to purchaser preference and consent; log channel used for every contact.
Ownership rules and logging standards: every contact entry must include timestamp, agent initials, concise summary (max 200 characters), action taken, next action owner, and estimated due date. Set automated reminders to assigned owner at 24 hours before due date and at due date. Generate daily SLA breach dashboard; create alert when >10% of active tickets for a given SKU are in Level 2 or above.
Use templated messages with placeholders: {Name}, {OrderID}, {IssueSummary}, {NextStep}, {ETA}. Legal team review required within 4 hours for P1 and for any case involving bodily harm, regulatory exposure, or potential litigation. Keep all media in approved storage with access logs; request additional media with one clear deadline and close the ticket to no-response after two reminders spaced 3 and 7 days apart.
