Finalized Exchange & Return Process – Eklexic JewelryUpdated 6 months ago

Finalized Exchange & Return Process – Eklexic Jewelry

This process ensures consistent tracking, follow-ups, and correct order handling in Shopify.

Step 1: Customer Initiates Return Request

• Confirm the request aligns with the return policy.
• Request:
  • Order number
  • Reason for return/exchange
  • Preferred resolution (Store Credit or Exchange)
  • Updated shipping address (if applicable)

Step 2: Send Return Instructions Email

• Use the Return Instructions Email template (see previous messages).

Step 3: Follow-Up for Tracking Details (Daily Until Received)

• If the customer does not provide tracking details within 24-48 hours, send daily follow-ups.
• Log the follow-ups in the Return & Exchange Log Spreadsheet:
  Google Sheet - Return & Exchange Log

Follow-Up Email Template for Missing Tracking

Subject: URGENT: Tracking Details Needed for Your Return

Dear [Customer's Name],

We are following up regarding your return/exchange request. We kindly ask you to provide the tracking details for your return package to ensure timely processing.

If you need assistance, please let us know. We look forward to completing your exchange or issuing store credit.

Best regards,
Customer Support Team
Eklexic Jewelry

Step 4: Monitor Shipment Until Delivered

• Check tracking daily to confirm when the return is delivered.
• Update the Return & Exchange Log Spreadsheet with the delivery status.
• Once delivered, proceed to Step 5.

Step 5: Inspect Return Upon Arrival

• QA Inspection: Ensure the item is new and unused.
• If approved, move to Step 6.
• If rejected (e.g., signs of wear/damage), email the customer with photos & explanation.

Step 6: Create Exchange Order in Shopify

1. Create a New Order for the exchanged item.
2. Apply Store Credit at Full MSRP (not the discounted price).
   • If the customer originally bought on sale, they must pay the difference between the discounted price and full MSRP.
3. Charge an $11 Shipping Fee for every exchange.
4. Update the Shipping Address if the customer has requested a new one.

Step 7: Balance Payment & Follow-Up

• If there is any balance due, email the customer an invoice.
• If the balance is not paid within 24 hours, follow up daily until paid.

Follow-Up Email for Unpaid Balance

Subject: Action Needed: Payment Required to Process Your Exchange

Dear [Customer's Name],

We have created your exchange order, but there is a remaining balance of $XX due to the price difference and the shipping fee.

Please complete the payment at your earliest convenience so we can process your exchange. Let us know if you need assistance.

Best regards,
Customer Support Team
Eklexic Jewelry

• If the balance is not paid after 5 days, escalate the issue to management for review.

Step 8: Ship Exchanged Item & Confirm with Customer

• Once the payment is received, ship the exchanged item and provide the customer with tracking details.
• Update the Return & Exchange Log to mark the return as completed.

Step 9: Final Confirmation & Customer Satisfaction Check-In

• Email the customer to confirm the shipment and provide tracking details.
• Optional: Follow up a few days after delivery to ensure satisfaction.

This systematic approach ensures:
✅ Consistent tracking & follow-ups
✅ Full MSRP policy enforcement
✅ $11 shipping charge applied to all exchanges
✅ Timely processing of returns & exchanges