BBC RETURN PROCESS 2023
BBC RETURN PROCESS 2023
| RETURN PROCESS | |
| If the customer asks about the return process, CS informs the customer about this. (Template available in Trengo.) | Good day. Provided that the item/s is/are unused, in original packaging, without any damage and with tags/labels if applicable, then you can return it to us within 14 days from the delivery date. Please follow the instructions on this link - https://babycentral.com.hk/policies/refund-policy Let us know if you have any other question. |
| CS checks the Return Request in Shopify if it is still within 14 days. | |
| If approved, CS will email the customer. | We received your return request. If you'd like us to pick up the item/s, please answer the following so we can inform you about the collection fee.
Pickup Date: Pickup Time: Morning (9am-2pm) OR Afternoon (2PM - 5PM) Address: Telephone:
Parcel Dimensions: Weight: -- kgs Height: -- cms Length: -- cms Width: -- cms Otherwise, you may return it to our warehouse within 14 days from the delivery date or we will close the return. |
| COLLECTION BY A COURIER | SELF-DELIVERY |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
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Collection Fee Template (Available in Trengo) - CS sends this to the customer if the customer chooses pick-up by a courier. CS gets the collection fee quote via SF Express
(https://htm.sf
express.com/we/ow/#/hkmo/en/price-query) |
If the customer
chooses self-delivery, email these details: |
|
We have reviewed your Return Request and the fee for collection will be HKD--.00
If you are happy to proceed, please reply to this email and type in the word "CONFIRM".
Please Note:
We may use third party couriers for collection and the items must be packaged accordingly. Please pack the return item accordingly to avoid damage during transit as we cannot be responsible for item damaged in transit.
The collection fee, where applicable, will be deducted from the refund amount. |
Thank you! Please write the order
number on a separate piece of paper and give it to our staff when you return the item. Refund will be processed after our warehouse staff confirms that the item fits our returns policy. You will also receive an email when it's processed in 2-4 business days. |
| CS sends SF Express booking details to the customer and approves the Return in Shopify. SF tracking number will be available when the item is picked up. CS then posts the return details on Basecamp. | |
| Item is received by the warehouse | Warehouse cycles the item and comments on the post on Basecamp. |
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| Refund | CS completes the return and refund in Shopify. CS also updates the to-do in Basecamp. Customer gets a notification via email. | CS submits the return in Shopify and applies the refund. Customer gets a notification via email. |
| If it is damaged/ opened/ not eligible for a refund: | CS sends an email to the customer:
We received the item you returned however I'm afraid we'll not be able to accept it. The packaging must be in its original form, no damages and everything should be intact to be able to qualify for a return/refund. The reason why we require this is for us to be able to resell the item. What I would suggest is to sell it - maybe post it on Facebook groups. Again I'm sorry that we can't be of help. You may collect it from our warehouse from Monday - Saturday, 10AM - 6PM. Thank you for understanding. |