What to Ask/Check - Broken or Damaged Items

• Ask if there was any damage to the shipping box. If yes, process return as Damaged in Transit (DIT). If DIT or LIT (Lost in Transit) fill out claim form and place in your CS box.
• If not DIT, does it look as if the item were well packaged? If the customer brings up an issue with packaging, process return as Quality (QAL).
• If neither of the above apply, process the return as Broken (BRK).
• Remember that we do not want returns with broken glass or items totaling less the $25, unless directed by the department.
• If the item is a microscope or microscope accessory, call Mike King (ext. 6290) to see if we may be able to repair the item.

What to Ask/Check - Item Doesn’t Work

• Ask if the item is damaged in any way. If no, skip to # 5.
• If damaged, ask if there was any damage to the shipping box. If there’s damage to the shipping box, process return as Damaged in Transit (DIT).
• If no damage to outer box, ask if it looks as if the item was packaged well? If the customer brings up an issue, process return as Quality (QAL).
• If item is damaged and neither of the above apply, process the return as Broken (BRK).
• If the item is not damaged in any way but doesn’t work or power on, it should be classified as defective. Process return as (DFT).
• For DFT, ask how long the customer had the item and if it ever worked. For microscopes and other electronic lab equipment, check with product manager to see if the item can be repaired.
• Remember that we do not want returns with broken glass or items totaling less the $25, unless directed by the department.

What to Ask/Check - Incorrect Item Received

1. Determine what item the customer actually received and what item the customer expected to receive. Try to get item numbers for both.
2. Check PO or have phone call listened to, in order to determined root cause.
3. If the order was keyed correctly but wrong item was sent, process return as incorrect item shipped by department (ITM). For BP/2, send an email to Shannon Moorefield so he can determine if the item is stocked incorrectly or if the packer simply pulled the wrong item.
4. If PO or phone call show that the item number was keyed incorrectly by CSR, process return as incorrect item entry (IIE).
5. If customer’s PO or phone call indicate the customer order the wrong item, process return as (CU2).

What to Ask/Check – Duplicate Orders

• Must determine if the duplication was Carolina’s or Customer’s fault. This will determine coding and who pays for the return shipping.
• Use reason code DUO for Carolina CSR errors.
• Use reason code DUP is for Customer errors.

What to Look for - Duplicate Orders

• Were the orders keyed on the same account?
• Were the PO numbers identical?
  • If yes to both, then it is Carolina’s fault.
  • If orders are on different accounts, check the attached PO to determine if there is a discrepancy on the customer’s end or if one order order was keyed on the wrong account by a CSR.
  • If PO numbers are different, check the attached PO on each order to determine if there is a discrepancy on the customer’s end or if PO number was keyed incorrectly by one of the CSR’s.

What to Ask/Check – Received too Many

3 Possiblities:

• CSR Keyed Too Many
• Department Shipped Too Many
• Customer Ordered Too Many

CSR Keyed Too Many:

• Compare PO to order in JDE
• For phone orders, have call listened to
• Look for incorrect quantities keyed by CSR
• Look for lines duplicated by CSR
• If CSR at fault, send prepaid return label and code as QER

Department Shipped Too Many:

• PO and Sale Order quantities will match
• For phone orders, have call listened to or ask if quantity on sales order is correct
• Customer confirms as correct quantity
• If Department at fault, send prepaid return label and code as QAN

Customer Ordered Too Many:

• Customer may admit this upfront
• If customer doesn’t, compare PO and Sales Order
• For phone orders, have call listened to
• In this case the PO and Sales order will match but they will reflect a larger quantity than the customer actually expected to receive
• If Customer at fault, they will pay return shipping and code as DUP

What to Ask/Check – Item Not as Advertised

• Ask customer if the item number on the packaging matches what they ordered
• If item number doesn’t match, see Received Incorrect Item
• If the item number matches, ask customer how the description differs from what they expected.
• Pull up item on the website and look at description as customer explains the issue.
• If the description varies considerably from what the customer received, send a prepaid label and contact product manager about correcting description online or in catalog.
• Use CU5 as reason code.

What to Ask/Check – Customer Preference (Return)

• The stated return policy both online and in the catalog requests customers notify Customer Service within 6 months of receipt if they wish to return an item
• Anything over 6 months, ask for supervisor approval
• Drop shipments and Curriculum products are subject to 25% restocking fee
  • Subtract 25% from Extended Price and manually adjust in Extended Price field
• The customer will be responsible for any return shipping fees

Customer Preference Reason Codes:

• CU2 – Customer ordered wrong item
• CU3 – Did not meet customer’s needs
• OVR – Customer ordered too many
• CUS – No general reason (specific explanation required)

What to Ask/Check – Order Cancelled but Shipped Anyway

• Check header attachment on order.
• Header should contain who requested the cancellation, which CSR handled the request, and the date.
• Request return labels and code return as FTC
• If no header attached, go ahead and request return labels and code return as FTC
• Ask customer who requested the cancellation, how (phone, email, chat?) and when
• Request that customer’s cancellation request be reviewed by a supervisor or the quality team