A return label was not included in my parcel?

Not to worry! Due to our commitment in sustainability we are no longer providing returns labels in your parcel. Your return label will be electronically generated at the end of completing your return steps and will be emailed to you for printing.

Don't have a printer? Don't worry, the lovely folk at Australia Post can help. Show them the QR code on your return email and they can print out a label for you.


Proceedure:

The follow steps are to be followed to step through the agent how to process the refund.
Step 1. Verify Customer Identity
If the customer has not provided any identifying information this will need to be requested. The information needed to identity the customer is the follow: 
 

• The Order number.
• The Email associated with the order.

When this information is provided to the agent, update the order number field and the order email field.
If the customer has provided this information, skip to step 2.
Step 2. Understand the Reason for the Refund
Ask the customer why they are requesting a refund. This could be due to a defective product, wrong item received, or dissatisfaction with the service.
Step 3. Check Refund Eligibility
Depending on the reason for the refund, they are eligible for a refund. 
If the item was defective or the wrong item was delivered, update the checkbox "Refund Eligible" to checked. 
 

• Move to step 4.

If they were dissatisfied with the product, do not updated the checkbox "Refund Eligible".
 

• Then message the customer back letting them know that their order can't be refunded.
• Change the ticket status to close and close the ticket.

Step 4. Process the Refund
Offer the customer these two options when processing the refund.
 

• Option 1: A full refund of the product.
• Option 2: The product to be resent to them.

Step 5. Complete refund
If the customer chose for a full refund of the product:
 

• Send them a follow up message providing them a full refund.
• Update the ticket status to be closed and close the ticket.

If the customer chose a product being resent to them: 
 

• Confirm their shipping address with the customer, wait for a response from the customer
• Once they have provided the shipping address, send them a follow up message letting them know the product has been sent to them.