--- aliases: - returns inspection - returns triage authors: Jason Thistlethwaite, Will Saunders, Stephanie Neal tags: - intendedProcess lastRevised: 2024-02-01 contributors: Michele Schroeder, Will Higgs --- "3-Day" is a nickname for a type of returns processing and inspection where returned products need to be inspected within 3 days of arrival so customers can make informed decisions about their returns. Generally speaking, this inspection includes: - Checking if the items received are the right products; - Checking for signs of wear and tear or damage to the item or it's packaging; - Checking that all parts and accessories are included; - Comparing or recording serial numbers; - Taking photographs showing the reason we chose the condition; - Taking photographs proving how the item arrived to us, including a picture of the full shipping label, what the box looks like, and any damage to the box. # Purpose of this document The actual QMS Process for 3-day can be found under [[QMS - Returns Triage and 3-day]], which covers all of the major steps involved, the goal of each step, and what the major problems are. **That document should be regularly reviewed by anyone doing this work.** This document is to serve as an FAQ or short-form cheat sheet about common questions or concerns that arise about the 3-day work. ## FAQ Certain situations often come up with 3-days which employees ask us about. This section is here to answer the questions we here most often. ## A few quick definitions about packaging To avoid confusion, everybody should know these definitions: ### Shipping carton Shipping carton refers to the packaging products are shipped in. For example, the box the shipping label is placed on. ### Retail packaging This refers to outer packaging a product would be in if you found it on a store shelf. ### OEM packaging This refers to how a product would be packaged from the manufacturer. Retail and OEM packaging are sometimes the same thing. ### SIOC packages [[SIOC]] means "shippable in own container". This means a product's OEM or Retail packaging is sufficient to be sent directly in the mail by attaching a shipping label. For example, many computer cases, printers, or other large appliances are often SIOC. #### Sometimes the single layer of tape on a SIOC package is the factory seal ### Return reason says the item doesn't work, but I can't tell if that's true. What should I do? This comes up a lot, particularly when we see items like motherboards, radios, or computer parts. It's common to receive something like this that doesn't have any apparent damage, but we can't tell whether or not it's actually defective. Here's what to do: 1. Inspect the item as if it works, checking for any other reason it couldn't be sold as New. 2. Mark the item whatever condition you would choose based on those factors. 3. In the item condition comments include a note that says "Defect needs testing" ## UNEXPECTED ITEMS: Item in front of me is not what the order says it should be, or I can't tell if it's the same thing. If there is a UPC, ASIN, model number, or other identifying information you can try searching Amazon.com or Google to get a better idea what the item is. If you're confident the item in front of you is the right thing mark it Customer Service Needed and then explain in the comments that you can't identify whether the item is the correct product. ### The item in front of me is definitely not the product expected in the order. There are two variations of this problem: 1. **Junk Received:** item received is actually **junk**. It is not even something the customer could sell. Order said we should receive a hard drive, but we received an old shoe, an empty box, or something like that. 2. **Different product received:** item is not what the order says to expect, but it is a product the customer would most likely be able to sell. For example, the order said to expect a roll bar kit, but we received some other kind of car parts. These two situations are handled slightly differently. ### Step 1: add "unexpected item" Use the Add Unexpected Item button, and in the following prompts that appear describe the item as well as you can. Try to include make, model, and product name. This step applies for both **Junk Received** and **Different product received**. ![[Pasted image 20230124121028.png]] Next, the item will appear as an item you can check in. ![[Pasted image 20230124121247.png]] ### Junk Received 1. Take the minimum number of pictures necessary to prove the item(s) we received are just unsellable junk we weren't supposed to receive. 2. Check the items in (give them an item number). 3. Do the following: 1. Set the condition to "Customer Service Needed" 2. Check "Incorrect item" 3. Briefly explain in the comment that the item received is not even something the customer sells. ### Different product received Perform the inspection steps as normal: 1. Inspect the item as normal to determine it's condition (eg. New, Used, etc) 2. Take pictures to prove what the item is and why the condition was chosen. 3. Write your findings about the item in the condition notes, as well as wording like "This item was not expected in the order". 4. Mark the "Incorrect Item" checkbox. 5. Assign the proper condition based on the inspection results (eg. New, Used, etc) ## Serial numbers do not match, but item is the correct product This refers to the following situation: 1. The order says to expect a product like "Penda 12020BD Bed Cargo Divider" 2. The item we received *is* a "Penda 12020BD Bed Cargo Divider" 3. __However__, the serial number on the box is not the same as the serial number on the item. Here's what to do about this: 1. Perform all aspects of the inspection like normal. 2. Where the system asks for the serial number of the item, use the one on the item itself. 3. In the condition notes, include the following: 1. "Serial numbers do not match" 2. The serial number that is on the outside of the box 4. Make sure "Incorrect Item" is checked. 5. Assign the item a condition like normal (eg: New, Used, etc) ## Factory seals and outer box issues ### Item contents are sealed but the box isn't. Check for evidence about whether the box ever had a seal. For example, look for adhesive residue, cut tape or stickers, or double layers of tape. If it seems like the box had a seal, then the item can't be marked New even if the contents are sealed. Otherwise, if it seems like there was never a seal on the product, but the parts inside are sealed, it can be marked New if all the parts are included and there are no other problems. ### Box has shipping damage but it's sealed If the Shipping Carton has damage but the Retail Packaging does not, skip this section. It doesn't apply. If the product's OEM or Retail packaging is sealed but has shipping damage proceed as follows: 1. If the damage is cosmetic, like scuffs or discolorations, do not break the seal. If the cosmetic damage is very minor, the item can be graded "Used - Like New". For anything else, it can't be graded better than "Used - Very Good". 2. If the damage is holes or tears in the box, then take pictures of what the box looked like, including the fact it's sealed, before opening the box. These pictures are to demonstrate why it was necessary to break the seal. Then, proceed with the inspection as normal. ## The main item is missing but the parts are included For example, the product is supposed to be a drone that comes with propellers, a battery, a remote and other accessories. However, the drone is missing, but everything else is included. See the section above about [[#Junk Received]]. The included parts do not need to be inspected. We can just take a picture to show the item itself was not included and then mark it Customer Service Needed. ## Repacking at checkin vs. supplies during inspection ![[Pasted image 20240201135834.png]] The "Repacking Needed" button refers to packages we received that are not even safe to have in the building because of issues like: - Broken glass - Leaking fluids or particulates - Fumes - Bugs This button is for indicating that sort of problem was found at checkin, and the shipment had to be repackaged or cleaned up in order to safely receive it. ### Supplies -- the other sort of "repacking" A more common situation is we receive boxes that have holes, they're too large for the stuff inside, or the item needs some extra protection like bubble wrap or bags. That *is not* the "Repacking Needed" during checkin. Instead, that should be billed as the supplies used to protect the item. ## Carton for Storage and dimensions ![[Shipping Carton Traits.png]] These settings are described in more detail under [[Shipping Carton Toggles]]. This section just covers Carton for Storage and related dimensions as they apply to this process. Carton for Storage means we are keeping the box the product was shipped to us in as a way to store the items. This box should only be checked if that's what we're doing.