US - Return Status Request – Understanding a Zendesk Return Ticket

Return Tickets are tickets created by the Returns Team which lets us know what item was returned and the final decision. The final decision will vary depending on the condition of the item and the order purchase date, as the Returns Team must also determine if the item is covered by warranty.

Return Tickets look very similar to a support Ticket, but with a few distinctive differences:

• Return Tickets are assigned to an agent in the Returns Team
• The form of a Return Ticket will always be Return Form – Operations
• The subject of a Return Ticket will always begin with Return followed by the item numbers in that return. For example, Return 6976

In a Return Ticket, CSRs can only do the following:

• Add internal Notes
• Update the status

The following image is an example of a Return Ticket

As shown in the following image, on the left-hand side of the ticket, you will see the fields that were completed by the Returns Team. It is important for you to review these fields.

INTERNAL NOTES - RETURNS DEPARTMENT

A representative from the Returns Department will leave an internal note with information regarding the decision and/or instructions regarding the item, if necessary.

For example, the note may include

• Code of the item(s) received and quantity
• If the item was returned to sender by the Returns team or discarded for safety reasons
• Accepted or Rejected return
• Missing information: If the sender did not include the necessary information, the Returns team will indicate it in the internal note. It will say if the Returns Team contacted or attempted to contact the Requestor. 
• The note may include what the Returns team can offer (credit, half-price replacement, replacement)

The following is an example of an internal note from the Returns Department. 

Returns Department Internal Note

It says:

The Returns team received item 6155 and after inspecting the item decided to offer the Consultant credit for $180.00 towards any regular priced Princess House item. If the Consultant contacts Princess House, the agent can move forward with issuing the credit. 

There are two types of returns for which the Returns Department will leave only an internal note with the comment "Return" :

1. The returned item is within 45 days and the request has been accepted.

2. The returned item was replaced with the same item.

If you come across a Return Ticket where the internal note is "Return", it is important to thoroughly review the form. 

INTERNAL NOTES - CUSTOMER SERVICE

If the Consultant/Customer contacts Customer Service regarding their return you must also leave an internal note in the Return Ticket indicating what transpired, including:

• The item(s) they are inquiring about
• Information you provided to the Consultant/Customer, including dollar amounts, if credit is available. 
• If you processed a replacement for the Consultant and/or if they redeemed the credit available. 
• The new order number, if applicable. 

The following is an example of an internal note by a Customer Service Representative. 

You will need to copy the internal note that you left in the Returns ticket and paste it into your support ticket, referencing the Return ticket number.