Return SOP - Customer‑Led Returns (AU & US)

Updated Return Policy 03/02/2026

This SOP outlines the updated customer‑led return process and replaces the previous label‑based returns workflow. The goal is to reduce failed returns and significantly reduce Customer Care admin while remaining fair and reasonable for customers.

1. What Has Changed (Old vs New)

Previous process (no longer used):

• CX provided return labels (including oversized items)

• Returns were often marked in Shopify before items were sent

• Tracking details were frequently missing

• High volume of failed pickups, lost returns, and follow‑up emails

New process (current):

• Returns are customer‑led

• Customers arrange and pay for their own return shipping

• Tracking details must be supplied by the customer before a return progresses

• Returns are only processed once tracking exists and refunded once the item is received

2. Return Request Handling – CX Workflow

Step 1: Customer Submits Return Request

• Customer submits a return request via the Return Request Form through the website or Livechat flow

• Agent reviews eligibility against the Return Policy (Same as old)

Step 2: Approve or Deny the Request

• Use the relevant canned response:

  • Return - Request Approved US (Customer-Led)

  • Return - Request Denied (Customer-Led)

Approved requests:

• Customer is provided the return address and instructions

• Customer is instructed to reply with courier name + tracking number within 10 Business Days

Denied requests:

• Agent selects and edits a reason from the approved denial list

3. Tracking Requirement (Critical Change)

• Customers must supply a courier name and tracking number

• Do not mark a return as in progress in Shopify until tracking is received

Once tracking is supplied:

• Update Shopify return status to Return in Progress – No Shipping Required

• Monitor tracking until item is received at the warehouse

If no tracking is supplied:

• No Shopify return is created

• No refund is processed

4. Automations – Pending Returns

To reduce manual follow‑ups, the following automations are in place:

• Day 5:

  • Automatic reminder sent to customer requesting tracking details

• Day 10:

  • If no customer reply:

    • Ticket is auto‑closed

    • Ticket status updated to Cancelled Return

Agents do not need to manually follow up during this period.

5. Canned Responses & Denial Reasons

• Canned responses are available for:

  • Return approval

  • Return denial

• Denial emails include an editable reason field

• Agents should select or lightly edit from the approved denial reasons list (e.g. outside 30 days, used item, damaged during installation, not purchased from our website, etc.)

6. Exceptions & Reasonable Discretion

While this SOP should be followed in most cases, we recognise there will be exceptions.

Agents may apply reasonable discretion where appropriate, including:

• Return request submitted a few days outside the 30‑day window

• Tracking details supplied shortly after the 10‑business‑day deadline

• Customer requested a an extension to return period due to delayed shipping delivery

When applying discretion:

• Use judgement

• Be consistent

• Leave a clear internal note explaining the exception

The goal is fairness, not rigidity.

7. Key Principles to Remember

• No tracking = no return in Shopify

• No tracking = no refund

• Automation does the chasing — CX steps in only when the customer replies

• Keep communication clear, calm, and human