Amazon users must return orders within 30 days of receiving and or submitting their request to return the order. An RMA (Return to manufacturer Approval) may be required. All items must be in their new, uninstalled, un-used and in the original condition the item was delivered in. All items reported as damaged or defective and or may have been installed prior to the return request will need to be addressed as a warranty return request and subject to manufacturer or supplier approval. Damaged items or Defective Items that were delivered in such condition would also be categorized and addressed as a warranty or carrier claim. In most cases we will be happy to provide the customer with a seller-issued label or the customer may elect to use an Amazon issued label, or can opt to ship the return using their own label. If the customer does not use our label, it is their responsibility to provide us with the reference to the tracking# and carrier for verification and proof of return shipment/delivery.
TABLE OF CONTENTS & RULES
- RETURN INSTRUCTIONS - This is automated and deployed along with the Amazon Return Label generation
- FIRST REMINDER - We will send out reminder for orders that have not shipped within 5+ days of RMA approved and verify or obtain the customer has returned their order and offer a friendly reminder.
- 30 DAYS - Upon 30 days Autoplicity will send out one last reminder to advise that we have closed the return request as the order was not received within 30-days of their return request. CLOSE THE RETURN IN AMAZON SELLER CENTRAL.
AMAZON DEFAULT RETURN INSTRUCTIONS:
The message can be modified directly within Seller Central to allow modifications to messages and allow our team to add any clarification needed, particularly with instances where the order contains multiple shipping labels or any other details or suggestions we must convey to the customer regarding their return.
TEMPLATES:
- GENERAL AMAZON RETURN GUIDELINES -
You’ll find your Return Shipping Label has been attached to this message. Please use the label and drop off with the designated delivery company on your label (we use a variety of delivery companies). You must return the item(s) within 5 business days of authorization. Once the item(s) are returned, we’ll do a quick inspection and refund you.
RETURN POLICY:
Items must be returned within 30 days of delivery and in their new and original condition, packaging, and all components such as (manuals, hardware, etc).
Safely package the shipment securely and ensure the label is affixed on the outside of the shipment and is clear and legible.
Items must not have been installed and test-fitted on the vehicle as this can compromise the quality and we reserve the right to deny returns if we find any evidence of installation attempts.
Restock & Return Fees may apply based on the reason for the return, which is in compliance with Amazon’s Return guidelines.
Simply put, if we or our partners are the cause of the return, you’ll get a full refund. However, if the customer was at fault then fees may apply and will be deducted from the total refund.
PLEASE CHECK OUT OUR RETURNS POLICIES HERE:
https://www.amazon.com/sp?ie=UTF8&seller=A2F8QH83YSA2LG
2. RETURN REMINDER - 5+ DAYS RMA APPROVED NO MOVEMENT - always include attached Label pdf/png
This is a courtesy follow-up to an Open Return which was recently approved and remind you that all returned orders should be sent back within 30-days as per Amazon Returns guidelines. We approved your return request and uploaded a return label for your convenience, however we do not show that the return label has been activated for shipment and is still showing as pending since the label was created. Please reply back to let us know if you've decide to return this using your own return label and carrier, proof of shipment confirmation is needed and we must verify that this was shipped and or retuned.
If you returned this with another return label other than the label we uploaded in Amazon Returns, please reply back and let us know so we can verify and complete your return. If we do not receive this and the return policy period of 30 days has expired, we will presume that you wish to keep the item and will close the return request due to incomplete return shipment.
I have included the Return Label that was originally provided to you in addition to a link to our return tracking below:
< INSERT RETURN TRACKING LINK from Carrier Website>
Thank you,
< Name >
3. RETURN REMINDER - 30+ DAYS RETURN CLOSURE
This is a courtesy message and final reminder to advise that your return has been open for 30+ days and we have not received any updates regarding the status of your return shipment. Our records show that a seller/amazon issued return label was granted for your convenience, however when checking on the tracking history we do not show that our seller issue return label was activated for the return shipment. Again all items must be returned within 30 days as outlined in our guidelines which are aligned to Amazon's return policies.
We look forward to assisting and resolving your return, again if you've shipped this using your own carrier and tracking# please let us know so that we can verify and confirm the return was shipped/delivered. We must advise that if there is no return reference we may and will close your return request due to inactivity and presume that your keeping the item and decided not to return this any longer as the return would now be outside of Policy per Amazon guidelines this was not returned within 30 days and has expired. We are closing the return request, tracking below:
<INSERT RETURN TRACKING LINK from Carrier Website>
4. CUSTOMER MAY HAVE USED DIFFERENT LABEL - please obtain proof of tracking# to confirm, you must also check with Tradeport to verify return - provide the customer ship from details and the product that was returned.
Dear <name>,
Thank you for contacting us with regards to your expected return, I see that we approved your return and we provided you with our seller-funded Return Label via FedEx <insert tracking#> for your convenience.
Our returns are automated and our FedEx return label is the default tracking for the expected return. The moment our return has been received by the carrier FedEx, they will scan the tracking# to activate the return process which confirms the return shipment. However our return label was not activated and remains unshipped. As a reminder ALL returns must be returned back to us within 30-days as outlined in our Amazon return guidelines. While customers can opt to ship this back using their own labels or purchase a label from Amazon, we do ask that you please provide us with the tracking# and or proof of your expected return shipment.
Once we can verify and confirm your return shipment, we'll be more than happy to complete your return and refund your order. Please reply back, we look forward to hearing from you.
5. MULTIPLE RETURN LABELS REQUIRED - Please ensure that all labels are generated for items that require multiple return labels. Amazon will only default to 1 label upload in SC Return Portal, you will upload the first/master label and ensure that you send a NEW MESSAGE to the customer via FreshDesk that explains the need for multiple labels to complete their return. Please list and provide the corresponding tracking# per label as seen below:
Dear <name>,
Thank you for contacting us, we received and approved your request to return this shipment and are reaching out to ensure that you receive all the required labels needed to return this. Your order consists of multiple shipments and as such you will need the additional return labels for each shipment and have included the attached labels for a complete return of the items you're sending back. Please download and affix the labels on the return shipment.
LABEL 1 - ############
LABEL 2 - ############
LABEL 3 - ############
LABEL 4 - ############
RETURN POLICY:
Items must be returned within 30 days of delivery and in their new and original condition, packaging, and all components such as (manuals, hardware, etc).
Safely package the shipment securely and ensure the label is affixed on the outside of the shipment and is clear and legible.
Items must not have been installed and test-fitted on the vehicle as this can compromise the quality and we reserve the right to deny returns if we find any evidence of installation attempts.
Restock & Return Fees may apply based on the reason for the return, which is in compliance with Amazon’s Return guidelines.
Simply put, if we or our partners are the cause of the return, you’ll get a full refund. However, if the customer was at fault then fees may apply and will be deducted from the total refund.
PLEASE CHECK OUT OUR RETURNS POLICIES HERE:
https://www.amazon.com/sp?ie=UTF8&seller=A2F8QH83YSA2LG
Thank you,
<name>
CUSTOMER DROPPED OFF RETURN (Amazon Drop-Off location)
Thank you for contacting us, we have read your comments and apologize for the issues you've encountered and any further confusion or frustration with this order. This order is pending return shipment which you the customer must ensure that the goods are returned back to us within 30 days per Amazon Return policy. While we are affiliated with Amazon, as a third-party seller we adhere to their guidelines however as an independent third-party fulfillment partner, we have our own set of guidelines and processes in place that are separate from Amazon-fulfilled processes. While you may have returned items to an Amazon location with past orders, these locations are only applicable for items fulfilled directly with Amazon or if a third-party seller has an agreement with Amazon to accept returns from such locations. We do not have such agreements, nor was this an expectation that we set and is not a part of our process.
As an independent third-party fulfillment partner and seller on Amazon, ALL returned items must be sent back directly to our facilities or to the location that we have designated on the Return Shipping Label. We also ensure that our Return guidelines are set-forth upon approval and email confirmation providing you the return label. While you took it upon yourself to take such actions to drop it off at an unauthorized location, it is your responsibility to ensure this is returned to us within 30-business days. We cannot complete the return shipment as it still remains outstanding; we strongly encourage you to immediately contact Amazon Customer Service and or the location the expected return package was left with to retrieve the item and ensure this is shipped to our approved return location within 30 days. We will be happy to complete your return upon confirmation and receipt of the expected returned goods. At this time your return remains incomplete and it will be your responsibility to resolve the discrepancy with the manner in which you returned this with Amazon.
AMAZON RETURN LABEL ISSUED - REQUEST CX SWAP WITH OUR FEDEX LABEL
Dear < Name >,
You might have gotten an automated label issued by Amazon however we need to replace that with our Seller-issued Return Label. We’re sorry for any inconvenience as we need to replace the first label to ensure the shipment goes to the correct warehouse. Reminder ALL Returns must be completed within 30 business days of issue and thank you. PLEASE SEE ATTACHED
All Items must be in their new and or original condition, have not been installed/dry-fitted and or used.
Please keep all original packaging and contents secure in the original shipping box, you’ll need these for the return shipment.
Some restrictions may apply in addition to Restock & Return Shipping Labels, in a nut-shell, if we were responsible for the reason for return we are happy to waive applicable fees. However if the return was due to customer fault, fees may apply.
We reserve the right to deny any returns where defects or damages were not disclosed prior to approval of your return.
Please promptly return the items using the provided Return Shipping Labels within 30 days of activation, if this time has passed we reserve the right to deny the return.
Please visit the following link for details Amazon Guidelines: https://www.amazon.com/sp?_encoding=UTF8&asin=B01GP9CWU0&isAmazonFulfilled=0&ref_=dp_mbc_seller&seller=A2F8QH83YSA2LG
Sincerely,
AMAZON RETURN LABEL - 2ND REQUEST TO USE OUR RETURN LABEL
Dear < Name >,
This is a courtesy follow-up regarding your Return Request. We sent a message previously asking you to kindly reuse the new Return Shipping Label that was provided to you a few days back. We explained that the initial return may have been an automated label issued by Amazon and must replace it with a revised and new Return Shipping Label. Checking on the status of your shipment, we do not show any movement triggered by the return as of yet. As a reminder, please quickly return the item to us so that we can receive, inspect, resolve, and complete your Return.
All Items must be in their new and or original condition, have not been installed/dry-fitted and or used.
Please keep all original packaging and contents secure in the original shipping box, you’ll need these for the return shipment.
Some restrictions may apply in addition to Restock & Return Shipping Labels, in a nut-shell, if we were responsible for the reason for return we’ll assume fault and waive applicable fees.
We reserve the right to deny any returns where defects or damages were not disclosed prior to approval of your return.
Please promptly return the items using the provided Return Shipping Labels within 5 days of activation.
Please visit the following link for details Amazon Guidelines: https://www.amazon.com/sp?_encoding=UTF8&asin=B01GP9CWU0&isAmazonFulfilled=0&ref_=dp_mbc_seller&seller=A2F8QH83YSA2LG
Sincerely,
<Name>
RETURN REQUEST - Changed Mind/Buyer's Remorse - No specific Details provided
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 however if it is because of something else such as damage, defect, performance or it was lost we need to know. If you haven't submitted a return through Amazon, we do ask that you submit this by going to your order and select Request a Return. In the meantime I've notified our Returns Team 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 below:
You'll need to log into your Amazon account, please go to: www.amazon.com/returns
Thank you,
<name>
DAMAGED REPORTED - PHOTOS NEEDED
Hello < name >,
Thank you for contacting us and please accept our apologies with regards to your order which you've indicated was damaged either upon arrival or when you opened the contents of the shipping box. We'd like to help with this matter, however for damaged items we will need some more details and photos that support the claim as we will need it as we file a damage claim with the carrier.
1 - Photos the show the damage to the item(s)
2 - Photo of the shipping packaging if damaged
3 - A brief explanation on the extent of the damage and if this has affected the item's performance
We thank you for your patience and understanding, we look forward to hearing back from you so that we can begin our damage claim process. Once we have the information needed we'll submit this to our carrier and manufacturer partners.
If a pick-up is required we'll also be happy to send our seller-funded return shipping labels to have the item shipped back for manufacturer warranty return and will refund you, In some cases we may not require a pick-up however in most cases we will need to have the damage goods shipped back prior to replacement or refunding the order in accordance to Amazon guidelines for returning damaged goods.
Please allow me 1-2 business days as we file your claim and work to get the goods sent back to us.
Thank you,
RETURN PICK UP REQUEST - GROUND shipments -
NO PICK-UP SERVICE IS OFFERED AS OUR SLA, once the customer has their return label granted, their label is pre-paid and they can arrange with the carrier to pick-up the item if they do not wish to drop this off at a FedEx Shipping location. It is the customer's responsibility to complete their return once their RMA has been approved.
Hello <name>,
Thank you for contacting us and again we apologize for any inconvenience you've had with this order. I am happy to confirm that your return request has been approved and an RMA (return to manufacturer authorization) and I see that we've already sent you our seller-issued return label for your convenience.
You must complete your shipment within 30 days as outlined in our Returns Policy. As a kind reminder, failure to complete the return within our policy period will result in possible closure as we will presume you wish to keep this item if incomplete. You are responsible for completing the return shipment as our Amazon Returns policy states. We do not offer nor guarantee pick-up service options however you are welcome to drop your shipment off with any one of the thousands of FedEx Shipping Locations.
Your label is pre-paid so you the customer can contact FedEx directly to schedule a pick-up at no cost to you however, you must arrange this directly FEDEX customer service at 1.800.GoFedEx or 1.800.463.3339.
RETURN AMAZON QR code REQUESTED - NOT AVAILABLE
Hello < Name >,
Thank you for contacting us, while we reviewed your request to return this with an Amazon QR code we do apologize as that is not a service that we offer as we do not participate or fulfill our orders through Amazon. We are an independent partner and while we adhere to Amazon policies, we maintain our own shipping method and ship most of our orders via FedEx, UPS and or USPS. We apologize as a QR Code is only applicable for orders that have been directly fulfilled by Amazon and or with participating sellers who authorize and use Amazon's shipping account. We ship our orders independently on our own shipping account and as such, any authorized return that is granted is subject to Seller Approval and must meet our return criteria before we are able to issue a refund or replacement. We do not offer shipping or returns through Amazon's fulfillment or shipping program and while you may be used to returning items using Amazon's options, we are independent of and are not Amazon.
The following return methods are restricted - drop-off at Amazon Return locker/locations, Digital QR codes, In-store drop off, hand-delivered returns to our or partner return locations are strictly prohibited. We will provide you with our return location address and return labels once approved however any actions that were of your doing without receiving instructions from us directly is your responsibility and we are not liable for your actions. We encourage you to also insure your return shipment with the carrier as we are not liable for issues that occur such as loss or damage in transit as it is now your responsibility to ensure the safe return of the goods within the 30-day return period. If the item is not returned within the policy period we will consider this out of policy and the return will be denied/closed in accordance to Amazon Return policy.
We use a variety of ground-shipment methods including FedEx, UPS, USPS, freight services for oversized items and all returns must be shipped back in the same manner as the order was received. Return requests as subject to approval and must be received within 30 days of receiving the order as per Amazon Return policy period. Large and oversized items which require freight shipping must meet our return policy criteria and if returning for reasons in which you the customer ordered incorrectly, changed your mind, no longer needed, are again subject to approval and if accepted based on any reason indicating the return was a result of user error or remorse, you will be responsible for the return postage fees due.
If you've already received a return approval and were granted return labels, you must use the labels and drop it off at our official carrier partner location near you. We do not offer return pick-up service however if you have been issued a Seller issued or Amazon issued return label, you may contact the carrier directly and make such arrangements yourself as the return labels granted are pre-paid.
For more information on our return policy please see below, if you haven't yet submitted an official return request, we encourage you to please go to your recent order and see < Submit Return Request > or you can go to - www.amazon.com/returns
AUTOPLICITY STOREFRONT
https://www.amazon.com/sp?ie=UTF8&seller=A2F8QH83YSA2LG
AZ RETURNS THIRD-PARTY SELLERS
https://www.amazon.com/gp/help/customer/display.html?nodeId=G38BHJQ25PNCLUBU
Thank you,
< Name >
