AMAZON DAMAGE RETURNS - Default Label to CA 

All return requests that have Damaged will default to CA for QA inspection and Disposition for “damage” to assess and determine if the item is damaged and to what extent. Some orders will likely be standard return and not truly damaged. 

ALL DAMAGE ORDER WILL BE ASSIGNED DAMAGE MARKER FOR QUICK IDENTIFICATION:

Example - 2233445DAM (PO#+DAM for damage)


CA WAREHOUSE - INSPECT W/PHOTOS

The CA Team will receive the package, inspect package & take photos that confirm the following and place in UK/TBD SECTION for CS Disposition

  1. INSPECTION PHASE - Take photos of Exterior Pckg, Product Box, 3 Item Images checking for signs of damage (scuffs, dents, cuts, brakages, scratches, etc). 

  2. UPLOAD PHOTOS - Photos will be renamed to correspond to the UK CODE and dropped

Photo File Naming Example UK777_1, UK777_2, UK777_3, UK777_4, UK777_5

  1. FREIGHT/LTL: Return Team must confirm if Vendor P/U or if AP to manage Freight shipment

  2. RESCANNING UK - CA Warehouse will then re-scan for completed dispositions of UK to RTV/SHIP, SELL, FD

CS RETURNS - COMPLETE DISPOSITION FOR RETURN RMA

The CS Return Agents will then review UK Drop Box Photos and complete Return Disposition

  1. CS DISPOSITION - Assess the Reason For Return, Review Comments in Seller Central, FreshDesk and CRM for notes on reason for return. Check for clues on the return issue and determine whether it is TRULY DAMAGED or a STANDARD RETURN (All Other Reasons) as many customers will miss-categorize the actual reason for the return request and CS to update prior to sending RMA Request to the Vendor.

  2. PHOTO REVIEW FROM CA - Review the photos to determine if item is truly damaged, if the item is not damaged then the reason for the return will be updated when RMA Request is to be sent to Vendor Partners and elect reason best fitting issue: (Ordered Wrong Item, No Longer Needed, etc)

  3. RMA REQUEST TO VENDOR - After completing review the CS Returns Agent will then submit an RMA Request to the Vendor if Damaged then photos will be sent along with RMA Request.

  • If Rejected/Denied CSR to update disposition as SELL

  • If Approved RTV they will provided Disposition of RTV along w/RTV Number

  • If Severely Damaged CSR to update disposition as FD

  • If Standard Return CSR to update Disposition to RTV along w/RTV Number

  1. REFUND PENDING STATUS - CS Team will then set Order Status to Refund Pending once Disposition has been completed so that the Return is refunded in a timely manner. 

CLAIMS FOR FEDEX DAMAGE - CS Lost/Damage Team to file claims on orders over 1K with carrier for damage if shipped on our Ship Account. Photos from CA Warehouse will help in our proof of damage if/when needed.


CLAIMS FOR CARRIER SHIPPED ITEMS - With Photos provided CS Team will be able to file for Damage Claims much more expediently