PURPOSE: To reference and process FORMA brands returns received by our 3rd-party warehouse team.

Returns for orders will be received and processed at our 3rd-party warehouse. The return information will then be logged into an excel sheet for the Customer Service team to refund accordingly for the following brands:

  • Morphe: US/CA/UK/EU/AU
  • Jaclyn Cosmetics


DISTRIBUTION:

  • CallCare 
  • Escalations


RETURN POLICY:

  • Morphe: US/CA/UK/EU/AU
    • "Purchases made on our website can be returned for any reason up to 30 days after delivery. Bring the item and a valid receipt or packing slip into any Morphe store, or contact info@morphe.com to start the return process.

      Merchandise purchased at any Morphe store may be returned for a refund to the original method of payment or exchanged within 30 days, when accompanied by a receipt."

  • Jaclyn Cosmetics
    • "We want you to fall in luxe with your Jaclyn Cosmetics purchase, but if you’re not happy, we will take it back. Purchases made on our website may be returned up to 30 days after confirmed delivery for a refund in the original form of payment. Sorry, we cannot refund the cost of shipping. Please report missing, damaged, or defective products within 30 days of delivery, and we will replace damaged or defective products at no additional charge."

 

REQUIREMENTS:

To process returns, you will need:

  1. Access to the Box Excel file 2023 Returns
  2. Access to Shopify
    • Morphe: US/CA/UK/EU/AU
    • Jaclyn Cosmetics
  3. Access to Freshdesk 

The time it will take to process each return: 

  • 1-3 minutes per return


Note: The 3rd Party warehouse may log the following reason codes in the excel file that we can use as a reference to process the return - regardless of reason code, we will refund the shipping fees, if paid.


    Return Reason Codes: 

  1. New Product Return
  2. Item does not Fit Description
  3. Received Incorrect Item/Order
  4. Damaged/Defective 

 

*A list of returns is received from each warehouse via email. Each list of returns is added into the 2023 Returns File daily by CS leadership to help keep a log of returns as they are received.


PROCESS:

Step 1: Processing the list of returns, already logged into an Excel File:

  1. Locate the Brand tab to work on at the bottom of the page. 
  2. Find next blank line where agent initials have not been entered
  3. Copy the Order Number and search it in Shopify to locate the order. 
  4. Confirm the name and items on the excel file matches the name/items on order. 
  5. Review the notes/timeline section of Shopify. This includes the (top- right) note section of the order. 
  6. Notice if this order has already been refunded, reshipped or no action taken. 

Step 2A: If the notes say that a refund has already been issued or a reshipment has been issued:

  1.  Add a note to Shopify that says, “items received and processed in the warehouse” and Copy/paste the line of the SKUs listed in the excel file along with the note. This will help for future reference so we know the items were received and processed in the warehouse. 

b. Mark the order as Reshipped or Refunded and add your intials.

 

 

c. Process the next order. 


Step 2B: If there are no notes, and you can confirm no action has been taken: 

  1. First, search the email on Freshdesk to look for any open tickets regarding the return. 
    • If you cannot find any emails from the customer about the order, proceed with issuing a refund using the instructions below. Do not create a ticket. Shopify will send a notification after you issue the refund. 
    • If you do find an open ticket regarding the return, reply to the email. 
  2. Canned Responses
    • Return Confirmed - Full Refund
    • Return Confirmed -Partial  Refund


Step 3: Process the refund: 

a. Use the return option at the top of the order to select the SKU to refund. 

- If the customer was provided a Prepaid return- label and agreed to have the $15 fee deducted from their total- Please be sure to take this into account.



b. Before you issue a refund, notice the date the order was placed. If the order is past 120 days, the refund might NOT process through unless the customer paid with PayPal. If the refund fails, add a note to the account and highlight this section on the returns file with red. Escalations Team will review. 


c. Whether you are refunding one item or the entire order, always UNCHECK the restock option at the bottom of the page (highlighted in red below) 


d. Include refund for full shipping cost, if available 

****DO NOT forget to deduct $15 if customer received a PPL and agreed to cover costs


d. Issue the Refund and include the email notification to the customer. This step will replace a manual follow up.

 

 

e. Mark the order as Refunded and sign off with your initials. 

 

f. Process the next order.