1StopBedrooms

Cancellation and Return Requests

Plan for the lecture:

• Ways of retaining customers;
• Cancellation requests;
• Return requests;� - Cancellation before 24 hours of placement;� - Backorders cancellations;� - UPS/FedEx return and cancellation;� - Cancellation after 24 hours with a restocking fee.

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Ways of retaining customers

Compensation (discount from 2 to 5% of Grand Total) can be offered to the customer whenever they want to cancel the order (if they haven’t approved the backorder by themselves earlier).

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• We can offer to the customer to deliver one part of items earlier if the Grand Total of the order is over $3500;
• Splitting the delivery can be also offered if one of the shipments can be sent via UPS/FedEx.

If the item on the order is backordered or out of stock, we can offer to switch for the one in stock.

Compensations

• Don’t start with 5% of discount at once, offer 2% from the Grand Total first and work your way up:

The Subtotal Amount includes:

• The price for the furniture;
• Upsells (e.g. the Protection Plan).

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The Grand Total includes:

• The price for the furniture;
• Upsells (e.g. the Protection Plan);
• Sales taxes;
• Shipping and handling costs;
• Extended area surcharge;
• Credit discount;
• The coupon discount.

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• Compensation cannot be applied on items marked ‘Special price’. (An exception to this rule can be ‘Special price’ items sold with upsells. In this case, the compensation cannot exceed the price of upsells).

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How to make compensation?

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Cancellation Policy

https://www.1stopbedrooms.com/return-policy

According to the policy, orders may only be canceled within 24 hours of placement without incurring any fees.

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1. Orders cancelled after 24 hours may be subject to a 15% restocking fee plus a return shipping fee at an estimated $1.75 per pound.
2. If you cancel, return, or exchange only part of an order that included a package discount, you will forfeit your package discount and be credited less the amount of the discount.
3. If there are backordered products on your order and you choose to wait for the backordered products to become available, we will make payment to the manufacturer to ensure that the products are reserved for you when they become available and not sold to anyone else. Your order will be considered a "special order" and therefore cannot be cancelled.

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However, we’re following the policy only in about 15% of cases due to several reasons:�

• We became more flexible because of COVID-19;
• We’re trying to avoid disputes, BBB cases, and applications to the General attorney.

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Our internal RULE is the following:

NB: Cancellation fees = 15% restocking fee plus a return shipping fee at an estimated $1.75 per pound

How to cancel the order?

If the order hasn’t shipped out, the system will not add any fees.

If the order has shipped out, the system will calculate return and restocking fees. Always double-check them and add delivery fees if needed.

If the order hasn’t shipped out but the system shows as it has, add the note and ask to cancel with a full refund. Then, click on the button ‘Escalate to manager’ and wait for the refund to be approved before confirming it to the customer.

Once we click on the button ‘Cancel & Refund’, the request to cancel the order is sent to the MFR.

Return

requests

Return policy: https://www.1stopbedrooms.com/return-policy

NB: If the LDC makes a delivery to the customer’s location and after that, the customer asks for a refund, delivery fees should be checked separately with the LDC or through the shipping calculator in the Grasshopper backend: https://secure.deliveright.com/client/dashboard

Cancellation before 24 hours of placement

Ticket link: 312228; Order # 8733133

The order was placed on 06/13 and the customer contacted us within the next 24 hours to cancel the order. That’s why, the customer isn’t subject to any fees and can be fully refunded.

From the Customer’s Emails, we can see that the Address Verification was required on the order, which means the order had the status ‘Processing’ before we cancelled it.

The CS Representative confirmed to the customer that the refund request had been submitted.

Backorders cancellations

When the customer creates an order on our website, they should wait until their order details are sent to the manufacturer for acknowledgement and shipping preparation. After that, they receive another update as soon as their order ships out or if it’s backordered. ��If there are backordered products on the order and they approve to wait for the backordered products to become available, the order is considered a "special order" and therefore cannot be cancelled. We cannot offer any compensation in this case as the customer accepted our conditions and agreed to wait.

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Order # 8745765 | Jun 26, 2020 5:45:30 PM

1. On 06/29 the customer got a message that their order details had been sent to the MFR for acknowledgement.

2. Then, on 07/11 they got a notification that the action was required on their order.

3. On 07/13 the customer approved the backorder to ship out on or before 08/13.

4. The backorder didn’t ship out on or before 08/13. At this point, there are 2 possible scenarios:

• The system sends an automatic update telling that the new action is required on the order. The customer can either approve to wait for the order to be shipped out later or cancel the order by themselves via their account;
• The system changes an estimated delivery date in the customer’s account without any notification.

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If the backorder doesn’t ship out on or before the first promised date, we’re allowed to retain customers and offer them solutions to keep the order.

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In this case, the customer approved the backorder to ship out on or before 12/16.

Ticket link: 786922; Order # 8746327 | Jun 27, 2020 4:53:57 PM

From the customer’s emails we can see that the backorder was approved for the first time on 07/12. The customer agreed to wait until 08/23. As the order didn’t ship out on 08/23, the customer got the first compensation of $90 on 09/30 to wait the order to be shipped out later. However, the days were pushed back again and on 10/25 the customer contacted us.

We’ve double-checked the ETA for this order on the Ashley’s backend and provided the customer with possible solutions:

The customer was irate and was insisting on a full refund:

At this point, it was decided to double-check if we could split the delivery as we were interested in keeping the order with a total amount $3,060.74��

To check if it’s possible to split the delivery with Ashley order, we should go to the Ashley’s backend and check the estimated availability date of every item on the order by entering the items’ SKU and the location number of the customer:

The situation with dates was the following: �8070366 - Out Of Stock

8070334 - Out Of Stock

8070317 - 11/23

8070308 - 11/23 (6)

B249-68 - 11/09 (13)

B249-66 - 11/09 (10)

B249-99 - 11/09 (10)

B249-92 - Out Of Stock

B249-31 - 23/11�

The nearest available date was for the item ‘Brinxton Black King Poster Bed’, so it was decided to offer to deliver this one earlier.

However, the customer has refused this offer as well:

At this point, on 10/29 the customer got the system notification allowing them to cancel the order from the account or to approve the backorder to ship on or before 12/06, that’s why the customer was advised to choose how they wanted to proceed by selecting an appropriate option from their account.

In the end, the customer has managed to cancel the order from the account and got the refund confirmation on 11/02.

The ticket has been solved with this reply:

UPS/FedEx return and cancellation

Ticket link: 805656; Order # 8815572 (Oct 24, 2020 12:09:26 AM)

The initial tracking number shows that the item was delivered on 10/29/2020 with FedEx. So, the customer is still in 30 days return policy.

We can apply macro ‘Cancellation::Order Cancellation::UPS/FEDEX return’ to explain requirements for a full refund, just need to update Massood address there for this one:

Massood-Payless/1Stopbedrooms

537 Archdale Blvd.

Archdale, NC 27263

After that, the customer got back to us with photos of the item & the packaging, and the return tracking number:

CS Representative’s reply:

After that, once the tracking number shows that the item is delivered, our responsibility is to contact the Massood Representative and ask if everything is delivered in good condition. Ticket: 831210 has been linked to the parent ticket.

The Massood Representative confirmed that the item had been delivered in good condition.

This is the case when it’s impossible for the CS representative to issue a full refund to the customer as the order is marked as delivered and fees are added automatically in case of cancellation. In this case, we can leave a request for cancellation with a full refund either through the ‘Escalate to manager’ button or just leave an internal note in the ticket for the manager and reassign the ticket to this person.

The manager had sent the cancellation request to the MFR on 11/12 and on 11/16 the customer received the refund confirmation from the system. Both child and parent tickets can be solved at this point.

Cancellation after 24 hours with fees

In most cases, customers decide to proceed with the order once they realize the sum of fees they should pay.

Ticket link: 821340; Order # 8819557 (Nov 1, 2020 10:22:16 PM)

In this case, the customer is requesting to cancel the order after 24 hours. So, first of all, we should check if the order has already shipped out.

The status changed for ‘In Transit’ on 11/03.

To be sure, we should create the ticket with the MFR and check with them if the order has shipped out. Ticket: 820949

The reply of the MFR Rep:

As the order has shipped out, the customer should be advised that they are subject to a 15% restocking fee plus a return shipping fee at an estimated $1.75 per pound.

The weight has been taken from the Zenith Portal: 265*1.75 + 15% (177.38) = $640

In the end, the customer called us to double-check the situation with fees and didn’t send us the photo ID to serve as the confirmation of the refund with fees deducted, which meant that he decided to proceed with the order.