Step 1) Customer Submits Return Request in Zendesk
Customer goes to the submit request page in the help center and selects the request type as "Return".
Customer fills in the form with the information below,
Email Address
Brief Summary
Order Number
Date of Purchase
Phone Number
Name (Kanji)
Name (Furigana)
Return Reason
Comment (if others)
Loyalty Number (if any)
Total Quantity to be Returned
Purchase from Store/ Online
Refund Method
Agreements
and clicks "Send" to submit.
Step 2) CSC Review the Return Request (if needed)
After the form is submitted, a ticket will be created in Zendesk.
Case 1 - CSC review not required
If the purchase date is over 30 days for non-member and 60 days for member
-> "Return Rejected" email is sent to the customer
-> The ticket is marked as "Solved" and moved to the view "Solved Return Ticket" automatically
Case 2 - CSC review not required
If the purchase date is within 30 days for non-member and 60 days for member
+
Return reason is one of the following
Customer Reasons
It was different from what I imagined [イメージ違い]
Different size [サイズ違い]
Order error/ cancellation request [注文間違い/キャンセル希望]
Because it is no longer needed [不要になったため]
TRU Faults
I received an item that was different from the information on the website [サイト掲載情報と違う商品が届いた]
There is a discrepancy with the order [注文内容と相違がある]
Product defects (malfunction, product damage) [商品不良/不具合(動作不良・商品破損)]
Product defects (missing parts) [商品不良/不具合(パーツ不足)]
Product defects (package damage) [商品不良/不具合(パッケージ破損)]
Shipping-related (shipping accidents) [配送関連(配送事故)]
-> "Return Acceptance" email is sent to the customer
-> The ticket is marked as "Solved" and moved to the view "Solved Return Ticket" automatically
Case 3 - CSC review required
If the purchase date is within 30 days for non-member and 60 days for member
+
Return reason is "Others [その他]"
-> "Return Request Received" email is sent to the customer
-> The ticket is updated to "Open" and moved to the view "Return - Customer Service Follow Up"
Then, CSC review the ticket in "Return - Customer Service Follow Up" view.
(CSC can write a public reply in the ticket if they need more information from the customer.)
a. If CSC Approves the Return
CSC determines the return reason belongs to either TRU Faults or Customer Reasons and select under the field "Approve/ Reject Return".
Write the return reason as an internal note in the ticket and mark the ticket as "Solved".
A "Return Acceptance" email will be sent to the customer automatically.
b. If CSC Rejects the Return
Select "CSC Reject" under the field "Approve/ Reject Return".
Reply to the customer that the return is rejected and submit the ticket as "Solved".
An email with CSC comment is sent to the customer.
Step 3) Customer Ships back the Return Item(s)
If the return reason is under TRU Faults, customer can ship back the return item to FC by cash on delivery.
If the return reason is under Customer Reasons, customer have to ship back the return item to FC at their own cost.
Step 4) FC Receives the Item(s)
Step 5) FC Checks the Return in Zendesk According to the Order Number
In the "Return Acceptance" email, we have asked the customer to mark their parcel with the order number.
FC can log into Zendesk, search for the corresponding ticket with the order number.
Check if the return request is accepted or rejected and the return reason.