Jason Thistlethwaite
89 lines
5.6 KiB
Markdown
89 lines
5.6 KiB
Markdown
---
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aliases:
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- returns inspection
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- returns triage
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authors: Jason Thistlethwaite, Will Saunders, Stephanie Neal
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tags:
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- intendedProcess
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---
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"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:
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- Checking if the items received are the right products;
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- Checking for signs of wear and tear or damage to the item or it's packaging;
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- Checking that all parts and accessories are included;
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- Comparing or recording serial numbers;
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- Taking photographs showing the reason we chose the condition;
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- 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.
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## FAQ
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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.
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## A few quick definitions about packaging
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To avoid confusion, everybody should know these definitions:
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### Shipping carton
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Shipping carton refers to the packaging products are shipped in. For example, the box the shipping label is placed on.
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### Retail packaging
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This refers to outer packaging a product would be in if you found it on a store shelf.
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### OEM packaging
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This refers to how a product would be packaged from the manufacturer. Retail and OEM packaging are sometimes the same thing.
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### SIOC packages
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[[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.
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#### Sometimes the single layer of tape on a SIOC package is the factory seal
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### Return reason says the item doesn't work, but I can't tell if that's true. What should I do?
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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.
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Here's what to do:
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1. Inspect the item as if it works, checking for any other reason it couldn't be sold as New.
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2. Mark the item whatever condition you would choose based on those factors.
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3. In the item condition comments include a note that says "Defect needs testing"
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### Serial number on the item doesn't match the box or there isn't one on the box.
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1. Record the serial number that is on the actual item.
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2. Mention in the comment that it doesn't match what's on the box.
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3. Take a picture showing both.
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4. Mark the item "Customer Service Needed" with "wrong item" as the reason.
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## 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.
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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.
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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.
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### The item in front of my is definitely not the product expected in the order.
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For example, the order says you should have a laptop, but the item you received is a speaker. It's something totally different.
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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.
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![[Pasted image 20230124121028.png]]
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Next, the item will appear as an item you can check in. Go ahead and do that, and then proceed with inspecting the item as normal to identify any reasons it couldn't be sold as New. Explain those reasons in the comments, and set the condition to "Customer Service Need" with the explanation "wrong item received".
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![[Pasted image 20230124121247.png]]
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## Factory seals and outer box issues
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### Item contents are sealed but the box isn't.
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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.
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If it seems like the box had a seal, then the item can't be marked New even if the contents are sealed.
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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.
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### Box has shipping damage but it's sealed
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If the Shipping Carton has damage but the Retail Packaging does not, skip this section. It doesn't apply.
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If the product's OEM or Retail packaging is sealed but has shipping damage proceed as follows:
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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".
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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.
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## The main item is missing but the parts are included
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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 incluced.
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In this situation mark the product Customer Service Needed and explain the comment that the main unit is missing. Make sure to take a picture showing the parts that were included.
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