RETURNS AND REFUNDS

#Online Return Center
- customers can create a return label for themselves (Your Account)
- confirmation page: (1) instructions on how to print the label, (2) instructions to return the original item, (3) information o the replacement order

#Return Authorization (RA)
- barcode goes inside the package allowing it to be marked as "delivered" to our customer center

#RETURN SHIPPING LABEL (RML)
- goes on the outside of the box. has to cover any other labels to make sure it is shipped to the correct place

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TRANSFERS
#Reference: Transfer guide / all resources
#Reference: Transfer / retail generalist
#Reference: Warm transfer process

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Dynamic Andon Response Tool (DART)
1. Exceptions: (1) refunding or replacing an order before the TRACES date has expired, (2) refunding an order after the return window has expired
2. KC Assistance: (1) a form that can only be submitted by a resolution specialist is required, (2) you cant find the policy or reference you need to resolve your contact
3. Concessions: if you need to create a promotion, refund, or replacement above your limit (promotion limit = $30, recommended amount = $15) #KC REFERENCE: Concessions / concession limits
4. Andon cord / product: (1) serious injury or death (animal/human), (2) severe property damage, (3) receipt of illegal objects

DONT USE DART
1. coaching:
2. non-customer facing issues: "who do i give this follow-up to since im going to be gone?", "i cant request vacation", "i cant change my aux actions", "issues with GACD"
3. escalations: Phone / escalation policy

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DONT TAKE:
1. Gift cards
2. third party seller
3. promotion and deals
4. textbook rentals

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#Researching Charge IDs
- found in the description of the charge on the bank statement
- looks like: "Amazon.com*A1B2C3D4E"
- "Amzn.com/bill"

#Failed Verification
1. Subscription information: "this charge is for a subscription." / "this charge is for a digital subscription"
2. product category information or group level: charge for apparel, electronics, books

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PRIME MEMBERS
- KC policy: Amazon Prime / Membership forms