Item was canceled and not shipped

Check the iHerb SOP: Processing Orders - Partially Allocated section.

Item was shipped

Check if item was confiscated by customs at tracking and on the following spreadsheets:

Customs Rejections: Bahrain
Customs Rejections: Korea
Customs Rejections: Switzerland

If the item was confiscated: Submit Refund and educate the customer accordingly.

If the item was not confiscated:

• For 1st and 2nd complaints:
  
  1. International Under $20:
  Submit Refund and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item)
  
  2. International Over $20 / Domestic:
        - If customer provided RMA preference: Submit RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).
  
        - If customer didn't provide RMA preference: use Order Placed:: Delivered:: Refund or Reship Confirmation
  
  

• For 3rd+ complaints:
  

1. Don't refund/reship and use Order::RMA::NO MORE REFUND FOR MISSING ITEM RMA abuse
   
   

• Missing Parts

1. Ask Customer to check thoroughly for missing part. Ex: Scoops can settle down to the bottom of the container during transit.

2. If part is not found, provide Courtesy Rewards.

• Completely Wrong Order Claim

Use Order Placed:: Delivered:: RMA:: Create RMA:: Wrong Order Received 
     - Add the order number for the Wrong Order on this Spreadsheet.
     - After pictures, follow the "UPC doesn't match" section below.

• Wrong Item/Label Change

If possible label change: Use Order Placed::Delivered::RMA::Potential FF - Request photos (Product Label & UPC/Barcode)
If obvious wrong item: Request pictures to confirm item received and follow "If UPC doesn't match"

If UPC doesn't match: (Wrong Item)

1. Domestic:
   Under $60: RMA based on customer's preference.
   Over $60: RMA based on customer's preference with iHerb Return Label.
2. International:
   Under $20: Refund RMA.
   Over $20: RMA based on customer's preference.

If UPC matches: (Label Change)

1. Add the information to the Product Updates for CS spreadsheet. 
2. 1st complaint:
   Refund RMA and use Order Placed::Delivered::Inquiry::New Label Change - Photo & UPC Code Provided Matches
3. 2nd+ complaint:
   Advise the customer that they received a newer version of the product and the page will be updated soon.

Important notes:

1. If the customer receives the same wrong item in different orders, escalate the issue to a Lead/Supervisor. 
2. If the customer doesn't specify if its completely wrong order or wrong item, ask for clarification.

1. If no photos were provided: Ask the customer to provide photos of the damage.
2. If photos were provided:

• International Under $20:
  Submit Refund and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item)
  
  
• International Over $20 / Domestic:
  If customer provided RMA preference: Submit RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).
  
  If customer didn't provide RMA preference: use Order Placed:: Delivered:: Refund or Reship Confirmation

Important notes:

1. If damaged item affects entire order, RMA for the entire order.
2. If a customer sends pictures and does not specify what item is damaged, but pictures indicate that the whole order is affected, process a RMA for the entire order.
3. Japanese market: Do not reship damaged items.

1. If no photos were provided: Ask the customer to provide photos of the leaking.
2. If photos were provided: Refund RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).

Important notes:

1. If leaked item affects entire order, refund for the entire order.
2. If a customer sends pictures and does not specify what item is damaged, but pictures indicate that the whole order is affected, process a refund for the entire order.

1. 1st complaint: Refund RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).
2. 2nd+ complaint: Escalate to Lead via Side Conversation/Chat Support.
   
   The RMA reason should be: Product Quality.

1. If no photos were provided: Ask the customer to provide photos.
2. If photos were provided: Refund RMA and use Order Placed::Delivered::Create RMA - Melted Product.

1. If no photos were provided: Ask the customer to provide photos.
2. If photos were provided, include root of the cause on order note and:
   
   International Under $20:
   Submit Refund and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item)
   
   International Over $20 / Domestic 
   Check if address has delivery instructions to avoid this issue.
   
   If yes:
   
   If customer provided RMA preference: Submit RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).
   
   If customer didn't provide RMA preference: use Order Placed:: Delivered:: Refund or Reship Confirmation
   
   If no: Submit Refund and ask customer to add instructions to saved address.
   
   

1. Check the product page to confirm if the product ships on ice.
          -  International orders are never shipped on ice.
          - "Keep Refrigerated" on the package means after opened only. The item will not be shipped on ice.
2. If the product page does show that the product is shipped on ice:
          - If customer provided RMA preference: Submit RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).- If customer didn't provide RMA preference: use Order Placed:: Delivered:: Refund or Reship Confirmation

3. If the product page does not show that the product is shipped on ice: 

                - If customer is within the threshold, treat as Do Not Want

1. Refer to the Quality & Compliance > Product Quality Issues SOP for detailed guidelines

1. Refer to the Product Related Questions SOP for detailed guidelines.

1. Check the RMA return tracking status in CS Portal.
          -  If there is no RMA, ask customer for return tracking.
2. If the return tracking doesn't show delivered: Advise the customer to allow more time for the return to be completed.
3. If the return tracking shows delivered: Advise customer the warehouse can take 3 days to process a return.
4. If that time has passed: 
          - Check if return has already been scanned and included on UPS Returns or WHS Returns
          - If the return is already scanned but the refund has NOT been processed - Escalate to Lead
          - If the return is not added to the sheet: Escalate to Lead

Action to take by the Lead/Supervisor

If return reports don't show return: Supervisor checks with our Warehouse team in the "CS - Order Returns Checking" chatroom to see if there is any announced delay in returns scanning.

• within 48 hrs delay advised: Instruct the agent to inform the customer that their return is presently undergoing scanning procedures and advise that the refund will be processed within 24-48 hours.
• >48 hrs delay: Review the customer's purchase and/or RMA history and decide if a refund can be processed as a courtesy. 

If further checking is needed (high-value order or potential FF investigation, etc.): Instruct the agent to advise that our team is still in the process of scanning the return and submit the ticket as "On hold" until we get the update from the Warehouse Ops.

Remember: if amount is less than $150 and return rate is less than 18%: You can submit the RMA without needing to escalate to lead.

1. If duplicate was placed due to iHerb system issues: Submit Refund RMA.
2. If the order was placed by customer/autoship:

International:

• 1st claim
  Submit Refund and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item)
  
  
• 2nd+ claim
  Advise customer needs to return the package at their own cost for a refund.
  
  

Domestic:

• 1st claim
  Over $60: Submit Refund with Return Label
  Under $60: Submit Refund
  
  
• 2nd claim
  Over $20: Submit Refund with Return Label
  Under $20: Submit Refund
  
  
• 3nd+ claim
  Over $20: Escalate to Lead
  Under $20: Submit Refund with Return Label

• POD available on the tracking

1. Use Order Placed::Delivered::Tracking Shows Delivered [A] [POD AVAILABLE ON THE TRACKING] macro.
2. If the customer is still not able to find the package, or No POD is available on the tracking proceed to the steps of past EDD section.

Order is passed EDD

1. Confirm customer's address and:

• International Under $20:
  Submit Refund and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item)
  
  
• International Over $20 / Domestic:
  If customer provided RMA preference: Submit RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).
  
  If customer didn't provide RMA preference: use Order Placed:: Delivered:: Refund or Reship Confirmation
  

Order is within EDD

1. Use Order Placed::Delivered::Tracking Shows Delivered [B][SAME DAY CONTACT or NOT PAST EDD - NO POD]

If customer replies order is still not received by EOD (Domestic); last day of EDD (International); confirm address and:

• International Under $20:
  Submit Refund and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item)
  
  
• International Over $20 / Domestic:
  If customer provided RMA preference: Submit RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).
  
  If customer didn't provide RMA preference: use Order Placed:: Delivered:: Refund or Reship Confirmation
  

Customer ordered to the Wrong Address

1. Modify the customer's address in the Address & Credit Card section. 

2. Submit Refund RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).

1. If Carrier returns package to iHerb warehouse: Submit RMA based on customer preference.
2. If Carrier returns to their hub: Check the possibility of redelivery.
          If redelivery possible - Escalate to GL
          If redelivery not possible - Submit RMA based on customer preference.
3. If order was returned due to customer's fault (destroyed due to not collected, incorrect address added, refused by customer):
          1st complaint: Submit Refund RMA
          2nd+ complaint: Escalate to Lead
   

Lost in transit - Tracking confirms the order has been lost.
Shortage - Tracking shows “Package is ready for carrier” for 3-5 days or more with no further update.

• International Under $20:
  Confirm address, Submit Refund and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item)
  
  
• International Over $20 / Domestic:
  If customer provided RMA preference: Submit RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).
  
  If customer didn't provide RMA preference: use Order Placed:: Delivered:: Refund or Reship Confirmation

If the tracking does not indicate that the order is lost or shortage, follow the Escalation to the Global Logistics Department SOP.

Once GL confirms the order is lost/shortage - Follow the instructions provided above.

If tracking has updates/resolution: Educate the customer on how to receive the package

If tracking has no updates:

• International Under $20:
  Submit Refund and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item)
  
  
• International Over $20 / Domestic:
  If customer provided RMA preference: Submit RMA and use Order Placed:: Refund & Return:: Create RMA (Damaged, Missing, Expired, Wrong Item).
  
  If customer didn't provide RMA preference: use Order Placed:: Delivered:: Refund or Reship Confirmation

If the CS Team or customer is notified about possible delays:
1. Notify the customer about the delay.
2. Do not refund/reship if any of the following batch emails or GL specialist delay message was added to the order notes in the CS Portal.

1. If customer paid duties, we can offer refund of duties paid or order value, whatever is less.
      - Use Order Placed::Customs & Duties::One-Time (OTC) D&T Refunds
2. Once the customer replies and provides a copy of the invoice showing the amount paid, proceed to the following:
      - If the amount D&T fees is greater than order: Submit Refund RMA for the whole order.
      - If the amount D&T fees is lower than order: Process Refund as Courtesy Rewards.

1. Inquiries regarding RMA under manual review: Use Refunds & Returns::Status
2. Inquiries regarding RMA approved but Refund not received: Check Payment Tab
        - If refund completed, provide customer with Refund Letter: Order Placed:: Refund & Return:: Refund Letter>[B][REFUND LETTER AVAILABLE]

Select "Jira Refund Letter Form" in the Island browser new tab.
Choose Customer Service as the department.
Select Download Adyen Refund Letter as the next option.
Enter the 9-digit order number and click submit.
Wait 1-2 minutes. Reload the Jira ticket page to see the generated refund letter.

             - If refund failed, Escalate to Tech. Use Escalate::Supervisor::Refund was not Completed.

• Refund letters for Tamara payments cannot be generated directly. These must be requested through Escalation to Tech.
• Refunds for third-party payment methods, such as PayPal, Kombini, and Boleto, are not supported for refund letter.
• Refund letters can be downloaded for reship orders. To do this, you need to add a "0" before the reship order number (e.g., enter it as "0xxxxxxxx"). 

   3. Inquiries regarding RMA denied: Use Order Placed:: Refund & Return:: Denied macro.