Definition of a Return Order


Return orders are orders in Exigo that are created only when a customer sends products back to Purium for a refund. We create a return order because this allows the system to detect the return and correctly clawback commissions. This also serves as a record of which items the customer sent back; this is important in the case of a refund dispute. The physical product and return paperwork is completed by the SPX shipping team in Ontario. A Returns file is then uploaded onto the S drive in the SPX: Returns folder. This is then batched into individual tickets in FreshDesk.


System Access Required: Exigo, Paymentech and Cybersource

 

Types of Return Orders


Full Return – All opened/unopened PRODUCT items on the original order are returned. Free to keep as complimentary: zero value collateral, cup, gym bags, tape (meaning that we will not deduct from the refund if these are kept). Damaged items DO NOT need to be returned if there are notes indicating that the customer informed us ahead of time.


Partial Return - Products are missing from the return order, including Membership Kits. We deduct money from the refund equivalent to what the customer would have paid for the products initially.


Special Considerations – Membership Kits

  • If a Member returns his or her first order, and he or she keeps the Membership Kit, we will deduct $25 from the return because the Membership Kit was not returned. We will not downgrade the Member to retail.


  • If a Member returns everything in a Platinum Pack, Gold Pack, or Launch Pack but keep the Membership Kit, we will credit the customer for everything they return and charge $25 for keeping the Kit. To charge this $25, add a Membership Upgrade Kit to the order (11016) as that will make sure that the customer keeps ONLY 5 gift cards.


  • If a Member returns only the Membership Kit without any items, we will not refund them unless the Membership Kit was the only item on the order. This is because the Membership is what entitles customers to receive 15% or 30% off. When they send just that item back, they become a retail customer, and it is as though the previous purchases they made with the Membership are actually retail orders. Long story short, no refund for a Membership Kit on its own; it must come with the items that were originally on the order with it.

 

Return Procedure


Open an unassigned FreshDesk Return ticket. Make sure to read any notes that SPX has left on the return order. If a "RETURN TO SENDER" or "REFUSED" comment is left on the return entry, we will be charging a 20% re-stocking fee.


Customer Search (Exigo):

Use the Order Number to pull up the customer's account in Exigo.


Carefully read the notes on the account. Things to look out for include:


  1. A replacement order has already been sent for the items being returned. No refund required.
  2. The order has already been refunded for whatever reason.
  3. The customer received duplicated shipments (if so, did they pay for both? Sometimes customers receive duplicates that they did not pay for, in which case no refund is required when we get the duplicate back)

 

If no return is going to be processed due to one of the reasons above, notate the account that the return was received, but no refund was processed.


If a re-stocking fee needs to be charged, figure out the total refund amount before applying the 20%. To calculate the re-stocking fee, take the total amount for the refund (for instance, $205 for a 10-Day) and multiply it by .20. This will give you the 20% that needs to be deducted from the order. Then, create item code 9995 on the order

 

For a Full Return:


  1. Click on "Orders/Invoices" on the left hand side of the customer's account summary page.
  2. Verify that there is an RMA associated with the Order Number you have (meaning that you see RMA-XXXXXX with reference to the order number).
  3. Click on "Return Order" at the very top of the Orders/Invoices page.
  4. Enter the Order Number for the returned items.
  5. Verify that all information on the "Ship To" tab matches what is on the original order.
  6. Compare the items in the "Items" tab against what was returned. At this point, if the items do not match exactly, follow the Partial Return procedure.
  7. Click on the "Ship Method" tab and make sure that the shipping method is set to FedEx for the amount of $0.00. Shipping is not refunded.
  8. Select the Return Reason from the dropdown menu on the Ship Method tab. This should be notated on the account when the RMA was procured.
  9. In the "Instructions/Notes" dialog box at the bottom of the page, enter the original order number for the returned items and indicate which items were returned.
  10. On the "Payment" tab, change the Status (upper right corner) to "Shipped".
  11. Under the Shipping tab, make sure that the cost is $0.00.
  12. In the Refund tab, make sure that the payment method is correct - "Credit” or “Check" - and the amount should total the amount for the refund.
  13. Click PaymenTech Authorization. If successful, a popup will appear notifying you that the refund was processed. If the transaction fails, you will need to manually process the credit in Paymentech (see other guide).
  14. Be sure to notate the account that a return was processed and include the original order number.

 

For a Partial Return


  1. Click on "Orders/Invoices" on the left hand side of the customer's account summary page.
  2. Verify that there is an RMA associated with the Order Number you have (meaning that you see RMA-XXXXXX with reference to the order number).
  3. Click on "Return Order" at the very top of the Orders/Invoices page.
  4. Enter the Order Number for the returned items.
  5. Verify that all information on the "Ship To" tab matches what is on the original order.
  6. Compare the items in the "Items" tab against what was returned.
  7. Make sure that the price type in the Items tab matches what the customer originally paid (if they bought a Get Started Pack, make sure the price is set to PLC, since that is the price at which we charge the Get Started Pack).
  8. If individual items are returned, remove all items except the ones that were sent back; only the ones the customer sent back to us should be in the items section of the order.
  9. If the items were part of a kit, such as a 10-Day Transformation, leave the entire kit on the order and add the items that were not returned, so that they deduct from the value of the kit.
  10. In the "Instructions/Notes" dialog box at the bottom of the shipping page, enter the original order number for the returned items and indicate which items were returned. Make sure to indicate that this is a partial return.
  11. On the "Payment" tab, change the Status (upper right corner) to "Shipped".
  12. Under the Shipping tab, make sure that the cost is $0.00, no shipping refund.
  13. In the Refund tab, make sure that the payment method is correct - "Credit” or “Check" - and the amount should total the amount for the refund.
  14. Click PaymenTech Authorization. If successful, a popup will appear notifying you that the refund was processed. If the transaction fails, you will need to manually process the credit in Paymentech (see other guide).
  15. Be sure to notate the account that a return was processed and include the original order number. Indicate which items were returned.



Miscellaneous Notes


  • We refund sales tax, including California, Colorado, Texas and Canadian sales taxes such as GST, PST, HST. We do not refund duties, customs fees, tariffs, etc.
  • Shipping is not to be refunded unless indicated in the notes on the account.
  • If a professional member returns all or most of his/her first order, that is grounds for loss of professional membership. In this case, the professional is to be reduced to a RETAIL customer, since the entire foundation of their professional status is that large 500 BV first order.