Return Process Steps

1. Locate the Order

• Search for the order via Order ID or Customer Email in the CRM.
• Confirm the product listed is the Trailmaster X4

2. Check Return Window

• Verify the purchase date is within 90 days.
• If outside the window, escalate to your team lead.

3. Inspect Eligibility

• Ask the customer if the item is unopened and unused.
• Request photos if damage or incorrect product is claimed.

4. Initiate the Return

• In the CRM, open the order record and select "Initiate Return".

• Choose reason code:

  • Not as Expected

  • Wrong Product Sent

  • Damaged on Arrival

  
  
  •  Set status to Pending Return Authorization


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5. Send Return Instructions

• Use the return template in the system to email the customer:
• Include return address
• RMA number (generated by system)
• Reminder to include original receipt and RMA in the package
• Note: Customer covers return shipping unless item is damaged or incorrect

6. Update the Record

• Log interaction and attach any photos or documents
• Set follow-up reminder for 14 days from today