Returns

Return Process: Part

1. Click on Customer Name

2. Click on Search…

3. Paste "sandraerbe239@gmail.com" into input

4. Click on Sandra Erbe…

5. Click on 656878

6. Verify correct order from customer request

7. Update ticket name

8. Click on Save

# Hoover · Orders · 656878 · Shopify Plus

9. Click on Copy email

# Order Interface Dashboard

10. Click on Expand / Collapse Navigation

11. Click on Home…

12. Click on Orders in Interface

13. Paste email address

14. Click on Search

15. Click on Customer PO

16. Copy customer PO & Complete RD in Oracle

• RD: Customer is returning product to DC

• RD- No Receipt: Customer is not returning product

# HubSpot

17. Click on Notes

18. Click on Create Note

19. Add RMA# and Add notes

20. Click on Create note

21. Add original order number

22. Add credit order number

23. Add refund amount

24. Click on Save

25. Click on New

26. Click on Closed

27. Click on Resolution

28. Click on Completed Returns Request

29. Click on Inquiry Type

30. Click on Order Issue

31. Click on Save

32. Click on Emails

33. Click on Create Email

34. Click on Templates

35. Click on

36. Click on Hoover Returns Approval

37. Edit template as needed

38. Review email and from email address

39. Click on Send

Return Process: Return Completed

1. Click on Inbox

2. Open Inbox Menu

3. Click on Order Management

4. Click on Unassigned…

5. Click on Newest

Sort by Oldest to ensure we meet our SLA 3 business days

6. Open form to work

7. Click on No owner

8. Click on your name

9. Click on NEW Return submission - Hoover to open the ticket

10. Review Ticket activity

11. Update Ticket Name

12. Type "657828 - Hoover Order Return"

Format: Order Number - Brand Return

13. Click on Save

14. Right click on Customer Name

Verify no duplicate tickets & you can open Shopify from "Integrations Sync" by clicking "Customers" under appropriate brand.

# admin.shopify.com/store/shop-hoover/customers/7954402345111

15. Open order

16. Verify Return Status

Within 30 days & refund was not processed.

PRO TIP: Verify all orders for customer

# HubSpot

17. Click on Notes

18. Click on Create Note

19. Type Create a Note

20. Click on Create note

21. Click on Elizabeth Spenler

22. Click on NEW Return submission - Hoover- RD 13697569

23. Click on highlight

24. Drag highlighted element

25. Click on Notes

26. Click on Edit the following text: Customer refunded in Shopify 2/20

27. Add notes and save

In this example, the customer called in and refund was completed.

28. Click on Save

29. Click on New

30. Click on Closed

31. Click on Resolution

32. Click on Duplicate Ticket

33. Click on Inquiry Type

34. Click on Order Issue

35. Click on Save

36. Click on

37. All tickets should be closed