NEW! Hassle Free Returns


Incubated Starting: January 31, 2022 

Officially Launched: February 15, 2022 


Official Website Return Policy:


  • Morphe: 
    • SATISFACTION GUARANTEED - Purchases made on our website can be returned for any reason up to 30 days after delivery. 
  • 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.


Access Needed:

  • Shopify
    • All Morphe Sites
    • Jaclyn Cosmetics
  • Freshdesk


Process


Step 1: Find out Why

When a customer reaches out to Customer Service, first always gather “why” they wish to return the product. When the customer reaches out to Customer Service, if they do not already state why they want to return or we need a little more clarification, CallCare will send canned response: no reason given - need more info 


If it was due to an issue with the product experience that is considered "OUR" responsibility we will start to implement a hassle-free refund policy:



  • For damaged, defective, adverse reactions, DNR, RTS, or Lost claims:
    • No more directing the customer to ship the product back to us* 
    • No more pre-paid return labels* 
    • No more waiting for tracking to be marked as delivered
    • No more HASSLE!

      ShapeShape


Step 2: Evaluate

Once we have gathered “why” the customer wishes to return an item, we need to evaluate. Does the customer fall into the following exclusions list? If the customer's reason falls within one of the listed "exclusions" they may not be eligible for a hassle free return. 


  • Repeat offender:  
    • the same customer, reseller, or company, has reached out with the same request more than 1 times in 365 days
  • “Accidental” Order Placed:  
    • product or entire order was placed on “accident” - due to the customer's fault 
    • accidental orders due to technical errors are not considered the customer's fault (i.e. ShopPay checked out before they were ready, price was incorrect, wrong shade was advertised only v what received) - these instances should be escalated immediately so we can partner with internal teams to fix issue/bug.
    • product is assumed to be unused/unopened
  • Unwanted Item/Order: 
    • the customer placed an order for a family/friend and they don’t want it 
    • the customer changed their mind, but nothing is wrong with the product 
    • product is assumed to be unused/unopened 
  • Adverse Reaction 
    • Customer has an allergic reaction that causes burning, rashes or other severe symptoms 
    • Customer mentions medical bills, hospitalization or threatens a lawsuit 

If ANY of the above statements are TRUE, immediately handoff to the Escalations team immediately to process further. 

Send canned response: handoff to escalations team 

 

Step 3A: If OUR Fault: Offer Alternative Replacement or Refund 

Triple check the return request fits the following criteria before proceeding: 

  • This is the customer's FIRST offense
  • This was not an “accidental” order placed 
  • All items were originally wanted 
  • This is not an adverse reaction


We need to own the customer's issue, this is an issue that we need to fix. Go above and beyond to better the customer's experience.


1. Document ALL possible quality fields 

2. Obtain photos of claim

3. Offer to initiate a hassle-free refund  


Step 3B: If CUSTOMER'S Fault: Offer Return Instructions

Triple check the return request fits the following criteria before proceeding: 

  • This is the customer's FIRST offense
  • This was an “accidental” order placed 
  • Some/All items are unwanted 
  • This is not an adverse reaction


A. If the customer is only looking to return 1 item:  

1. Document ALL possible quality fields 

2. We have an opportunity to enhance their shopping experience by first offering to provide 1 alternative item *in lieu* of a refund to try and find another product they love (create repeat purchaser)

3. Send canned response: Return - Offer Alternative Replacement for 1 Item 


A. If the customer is looking to return to more than 1 item :  

1. Document ALL possible quality fields

2. For US/AU/CA ONLY: Offer pre-paid return label for unopened package or unused product, a $15 convenience fee will be deducted from the customer's final refund: 

Return - Accidental Order - US/CA/AU - Part 1 

Return - Accidental Order - US/CA/AU - Part 2 


3. Once the customer confirms they are ok with the $15 fee for the prepaid return- label, ESCALATE so the Escalations team can create & provide CallCare with PPL

4. Add a note at the top right hand side of the customers order so that when the Escalations team processes returns, we will know to deduct $15. Example:

****Always add a note at the top right hand side of the customers order so we can keep track and have a easier view of how many hassle free have been issued**** 

This applies to: Accidental, Unwanted, and adverse reaction.


Additionally, within the ticket, check the box "deduct $15 for PPL

 

Check for YES

Leave blank for NO


4. For EU/UK customers: We do not have the capability to create pre-paid return label and therefore the customer can only choose to ship the unwanted order back to us at their own expense or if they live near a Morphe retail location, they can return in person. : 

Return - Accidental Order - EU/UK - Part 1 


Exclusions to the Hassle Free Return Policy:

There are some cases where we might revert back to request the product back, to deter them, prior to initiating a refund or it is an urgent matter so the Escalations team will immediately take over any tickets regarding: 



1. Adverse Reaction: For Adverse Reaction related tickets we might still offer a pre-paid return label, depending on the severity of the issue if we want to obtain the item back for further testing/evaluation. This should not detain the resolution process and these tickets should be escalated to CS leadership for resolution immediately. In this case we would not charge the $15 fee.

2. Repeat offenders: the same customer, reseller or company, has reached out with the same request more than 1 time in 365 days 

3. “Accidental” Order Placed due to Tech Issue: Accidental orders due to technical errors are not considered the customer's fault (i.e. ShopPay checked out before they were ready, price was incorrect, wrong shade was advertised only v what received) - these instances should be escalated immediately so we can partner with internal teams to fix issue/bug.