Cancel Requests on shipped order - TOO LATE TO CANCEL Going forward please initiate a RETURN REQUEST immediately on ALL ORDERS where the customer wanted to cancel but it was too late. You will also be responsible to REQUEST an RTS with the vendor to see if we can successfully intercept the package. This is only a request and not guaranteed so it is also VITAL that we provide the RMA and LABELS immediately and work with the Marketplace Return Team to ensure that labels are provided in the likely return.

1. Vendor Request to RTV Needed - CRM STATUS UPDATE NEEDED

    - Please immediately email the vendor to see if they can contact the carrier to INTERCEPT the package and

    have this RTV (Returned to Vendor). Some orders do ship on our FedEx Third party but since the Vendor is the

    shipper of origin, it is best that they submit this request to the carrier. 

   - MARK THE STATUS ICON FOR "RTV Pending" in the CRM

    
2. Create a Return Stamp by going to Autoplicity.com 
    - go to Autoplicity.com portal and select - CHECK MY ORDER
    - Enter ORDER#
    - Enter ZIP CODE 

    - REASON - CHANGED MY MIND - 

    - Return Comments: "UNABLE TO CANCEL SHIPPED ORDER RTV & RMA REQUEST, RETURN NEEDED"


3. RMA request to Vendor 
    - Submit a request to the vendor - create an outbound email to the vendor for RMA approval
    - Major WD RMA submissions are also available directly on the vendor's portal - Meyers, Turn14, TransAmerican, Keystone for
    example, you can obtain the RMA which will also allow you to create a return label in CRM as well.


SEE TEMPLATE BELOW - RMA/RTV REQUEST TO VENDOR


4. Reply to the Customer - to inform them we cannot cancel the order and will be approved for a return and labels to be provided

SEE TEMPLATE BELOW - UNABLE TO CANCEL RMA REQUESTED

5. ISSUE RETURN LABEL TO CUSTOMER
    - Once you have emailed the vendor for the RMA request you can either provide the return label immediately if the vendor agreed to
    our Autoplicity RMA (PO#)
    - If you are able to provide the customer with a Return Label immediately, then please ATTACH the return label to the message to
    the customer (SEE BELOW)
    - Otherwise if you are unable to obtain an RMA immediately please REASSIGN the outbound ticket in FD to the GROUP:
    MARKETPLACE RETURNS group in Freshdesk so that a member of the Marketplace Returns can upload the return label and
    provide this to the customer. 
    - INCLUDE THE ATTACHMENT RETURN LABEL - and send outbound message to the customer using the template below


SEND RMA/RTV REQUEST TO VENDOR, immediately create a RETURN in CRM - 

  1. If this shipped on our account please contact Lost Team to request carrier intercept with FedEx.
  2. If this shipped on the vendor account they will need to request carrier intercept with their carrier.


Hello Vendor Partner,


We URGENTLY need your assistance please see below. We kindly ask that you please contact the carrier to have the shipment INTERCEPTED and RTS as you are the Shipper of Origin in the likeliness that it has shipped and too late to cancel. We also ask that you please provide us with an RMA and advise that we may grant return labels referencing our PO# if the RMA is not received within 48 hours. 


1. Intercept package with carrier and have this RETURNED TO SENDER

2. Please provide us with an RMA number in the likeliness that we will have this returned once delivered.

3. We will accept any applicable additional fees or invoice adjustments, please advise the cost/fee for our records.


<INSERT TRACKING LINK FROM CARRIER WEBSITE> 


Thank you,

<name>

CX REPLY TEMPLATE - ORDER SHIPPED UNABLE TO CANCEL - RMA REQUESTED CX WILL NEED TO RETURN - Request RTV & RMA and RETURN LABEL (use PO#)


Dear <customer name>,


Thank you for contacting us, we received your request to cancel your order but unfortunately it is too late as this order has shipped. Most of our orders often ship within the same day this was ordered and cannot be cancelled or modified once this is with the carrier. We will attempt to request the carrier stop the shipment but is not guaranteed as orders move quickly once with the carrier. Your request is just that, a request is not guaranteed as we are a 

third-party seller and unlike We are not Amazon. We keep standard business hours (Mon - Sat 8am - 6pm CST)

Please note, if you're contacting us after standard business hours or over the weekend your request may not be received or processed until the next business day. 


AT THIS POINT PLEASE REJECT THE SHIPMENT - OR -  RETURN BACK WITH SELLER-ISSUED LABEL.

We will provide you with our SELLER-ISSUED RETURN LABEL as I am also requesting an RMA (Return to Manufacturer Approval). Once approved we will again provide you with our seller-funded return label for your convenience to return this back and refund you. While we are working on this, you can also REJECT THE SHIPMENT with the carrier and they'll turn it around back to us. You can also please submit your official 

AMAZON RETURN REQUEST via Amazon by going to: www.amazon.com/returns


Tracking Status: <insert carrier tracking link from carrier website>


Please note that certain fees and some restrictions may apply, you can find out more information with regards to our policies on our storefront Amazon Terms and Conditions - https://www.amazon.com/sp?_encoding=UTF8&asin=B01GP9CWU0&isAmazonFulfilled=0&ref_=dp_mbc_seller&seller=A2F8QH83YSA2LG


Thank you,

<name>

Changed Mind/Buyer's Remorse - No specific Details provided RETURN REQUEST NEEDED

1. Begin the RMA process and go to Autoplicity.com check my order and submit a return request on our portal

    - enter the order, enter the zip code and brief reason why the Cx wants to return the order

2. If a vendor RMA is required, the reason for the return is - Cx Changed Their Mind, submit request for RMA and set the CRM Status to RMA pending. If the vendor is an AutoRA vendor, then we can use our PO# as the RMA reference.

3. Respond to the customer and advise that a return request has been processed and to please provide a few more details and reply with the following template that advises the customer to also submit an official request via SC.


Template here:

Hello <name>,


Thank you for contacting us, we received your request to return this however we do need a few more details to better understand the reason for the return shipment which allows us to better assist you. We'll assume that you change your mind and in order to provide you with your return labels and further instructions we do ask that you please submit an official return through Amazon by going to your order and submitting a return request. In the meantime I have begun the return process for you and submitted the order for an RMA (Return to Manufacturer Authorization) which is needed before we are able to provide labels. Please allow us 1-2 business days to get this updated, again we do not show that you've provided details as to why this is being returned, and invite you to please submit an official return request through Amazon. You can also do this by going to Amazon and signing into your account: www.amazon.com/returns 




Thank you,

<name>


RETURN LABEL GRANTED - RTV ONCE THE VENDOR APPROVES RMA, PLEASE PROVIDE LABEL 

***attach the return label to this message ***


Dear <name>,


Great news! We were able to get the RMA approved and have included our seller-funded Return Label (SEE ATTACHED) for your convenience. As previously mentioned you can either reject the shipment with the carrier, we do ask that you please let us know that you did this so we can update your return request. Otherwise if you have still not done so, please submit one through your order: www.amazon.com/returns 


As a friendly reminder, ALL returned items must be in their new/original condition and returned within 30-days per Amazon returns policy. Once the return shipment is activated our automated systems will process your refund which should post on your original payment within 3-5 business days. Please feel free to contact us if you have any questions or need assistance, we're happy to help and thank you.


Sincerely,

<name>