PURPOSE: To properly document and obtain quality information when we receive a customer complaint for damage, defective or adverse reaction for FORMA brands.
Depending on the type of claim received, the customer service team will request the following information Photo of product, reaction (if applicable), Lot code, UPC #, Receipt (if store purchase) to then properly assist the customer with a refund or replacement depending on the type of claim.
The quality information will then be logged into the ticket fields within Freshdesk, where all this information will live and is later shared within a monthly report by Katherina for the following brands:
- Morphe: US/CA/UK/EU/AU
- Jaclyn Cosmetics
DISTRIBUTION:
- CallCare
- Escalations
REQUIREMENTS:
Types Claims:
- Damage- A damaged product claim, can consist of broken, shattered, chipped or bent product. Assumed to be caused while in transit or upon delivery by the carrier.
- Defective- The product is faulty or inadequate in some way that affects it's function. This includes design defects, manufacturing defects, and warning/instruction defects.
- Adverse Reaction- Allergic reactions can range in severity, but may include hives, itchy skin, a rash, flaking or peeling skin, facial swelling, irritation of the eyes, nose and mouth caused due to sensitivity or a true allergy to a specific ingredient in the product.
PROCESS:
Process 1: Damage Claims:
- IF on a call follow process below:
https://formabrands.freshdesk.com/a/solutions/articles/43000005890/edit - IF on email:
- Verify customer has included Order number + a photo of damage item(s).
Check SHOPIFY to verify order and item(s).
Review customer’s order history
IF customer does not have any other damage replacements or refunds on file (items are in stock), or any other One Time Courtesy (OTC) orders reply to email using Canned Response:
MORPHE - Quality - Damaged - Offer Replacement
JACLYN - Quality - Damaged - Offer Replacement
- Fill in the ticket fields on Freshdesk:
- Verify customer has included Order number + a photo of damage item(s).
- Once customer replies and confirms address on file, Process replacement on SHOPIFY.
- Notate customers account + order on SHOPIFY.
- Reply to customer with canned response:
- MORPHE - Reship/Replacement - Conclusion
- JACLYN - Reship/Replacement - Conclusion
- Update ticket fields on Freshdesk.
- IF customer requests a REFUND instead of a replacement-
- Process refund on SHOPIFY.
- Notate customers account + order on SHOPIFY.
- Reply to customer with canned response:
- MORPHE - Refund - Conclusion
- JACLYN - Refund - Conclusion
- Update ticket fields on Freshdesk.
Process 2: Defective Claims:
- IF on a call follow process below:
https://formabrands.freshdesk.com/a/solutions/articles/43000005890/edit - IF on email:
- Verify customer has included Order number + a photo of defective item(s).
Check SHOPIFY to verify order and item(s).
Review customer’s order history
IF customer does not have any other damage/defective replacements or refunds on file (items are in stock & within ), or any other One Time Courtesy (OTC) orders reply to email using Canned Response:
MORPHE - Quality - Damage/Defective, Without Photos - Replacement
JACLYN - Quality - Damage/Defective, Without Photos - Replacement
- Fill in the ticket fields that apply on Freshdesk:
- Verify customer has included Order number + a photo of defective item(s).
- Once customer replies and confirms address on file, Process replacement on SHOPIFY.
- Notate customers account + order on SHOPIFY.
- Reply to customer using canned response:
- MORPHE - Reship/Replacement - Conclusion
- JACLYN - Reship/Replacement - Conclusion
- Update ticket fields on Freshdesk.
ATTENTION: Depending on the type defective claim(s): Detached lip applicator, Broken/cracked or leaking product. And if multiple similar issues are being reported we may ask the customer to send back an item for our quality team to review. The customer will then be provided with a return prepaid shipping label at no cost to them.
- IF customer requests a REFUND instead of a replacement-
- Process refund on SHOPIFY.
- Notate customers account + order on SHOPIFY.
- Reply to customer with canned response:
- MORPHE - Refund - Conclusion
- JACLYN - Refund - Conclusion
- Update ticket fields on Freshdesk.
**** For an In store purchase, we do not have the ability to process a refund back to the original form of payment so Store Credit is offered in the form of an E-Gift card****
Process 3: Adverse Reaction Claim:
- IF on a call:
- Collect Customers information: Email, Name, Order number associated with the product in question.
- Always be sympathetic to customer- Apologize & reassure them we will help them sort this out.
- Advise customer to immediately discontinue use and dispose of the product.
- URGENT** Escalate issue right away.
*** Call will be transferred into Email****
- Once ticket is created and issue is Escalated- Escalations Team will review the following:
- Customers Order history- Check if they have made a claim in the past to avoid repeat offenders from taking advantage of our policy.
- IF no previous issues, reply to customer with canned response:
MORPHE - adverse reaction - offer PPLS - ESCALATIONS ONLY
- Issue a refund for that product.
- If customer confirms they would like to accept the two complimentary items. Process a draft/replacement order for the two items & follow up with customer providing new #.
- Notate customers account + order on SHOPIFY.
- Update ticket fields on Freshdesk.
- If customer does not wish to accept complimentary items. Process refund + document all ticket fields on FRESHDESK.
