MHJ Refund and Reshipment Process

Objective

This document outlines the process for handling refund, reshipment, and store credit requests, including when to escalate for approval, how to log cases, and how to handle supplier invoicing. This is to ensure compliance, proper documentation, and smooth communication between departments.

1. When to Request Refund Approval

• Approval from a TL is required only if:

• Customer rejects all offers in the Miro Flow Chart

• The issue cannot be solved with reshipment or store credit

• Request falls outside standard refund policy
  
  

⚠️ Never grant refunds immediately — always try reshipment or store credit first.

2. Valid Refund/Reshipment Scenarios

• Damaged or broken item

• Missing item

• Incomplete pair/set

• Product complaint (poor quality, not matching website photo)

• Duplicate order

• Return to sender (RTS)

• Marked as delivered but not received

• Order not found

• Allegic reaction

• Store credit refunds

3. Supplier Invoicing (Bowen)

• Do not invoice for:
  

  • Wrong size

  • Wrong color

  • Incorrect item

  • Broken/missing item

  • Lost in transit

  • Marked delivered but not received
    
    

• Invoice only if the replacement requested does not fall under the above issues

• If unsure, escalate to TL before asking Bowen to invoice

4. Logging & Documentation

• Log all approved and processed refunds, reshipments, and store credits in the Refunds and Reshipments Form and MHJ Problem Order - Request Sheet

• Use official Internal Note Templates in Freshdesk

5. Handling Accepted Offers
    A. Reshipment

• Ask Bowen to ship a replacement if the customer provides the item name

• If the item is out of stock → reply: “This item is unfortunately out of stock, please choose a different one.”

• Confirm availability with the customer

• Add internal note using Reshipment Template

    B. Store Credit

• Add an internal note using the Refund Template 

• Process in Shopify:

  • Open order → Refund → Refund to Store Credit → Enter amount → Confirm

• Note transaction in Freshdesk

    C. Refund

• TL approval required

• In Shopify: Refund → Select items/amount → Confirm

• Log in Refund Approval Form + Tracking Sheet

• Approved customer-facing sample response:
  “We have submitted your refund request for review and approval. Please allow 24–72 hours for us to confirm that the refund has been approved and processed. This does not include your bank’s processing time.”

 
⚠️ Internal Only: Refunds might take 24–72 hours for us to review, approve, and process internally. The said window is in addition to the customer’s banking days, once processed, hence provided "approved customer-facing sample response" above.

    D. Refund + Store Credit (Split)

• Refund a partial amount in Shopify

• Issue store credit for balance

• Document breakdown in Freshdesk

• Log refund portion in approval/tracking forms

6. Freshdesk Tagging for Quality Issues

1. Tag the ticket in Freshdesk by typing in the product name in the "Tags" section. 

   • Located in the upper right corner of the ticket under Properties.

   • 

• Report via Product Quality Check Form and inform the team in WHATSAPP (MHJ IMPORTANT ANNOUNCEMENTS AND POLICY CHANGES) to ensure that the entire team is aware of potential recurring issues, helps everyone stay informed, and allows us to spot and address ongoing problems quickly.

7. Approval Rules

• No TL approval if the customer accepts options from the Miro Flow Chart

• TL approval required if:

  • Customer rejects all offers

  • Request is outside standard policy

8. Additional Notes

• Always set tickets with pending approvals as “Waiting for Approval”

• NFI (No Further Info) tickets and not following Internal Note Request Templates will not be processed.

• Templates should be utilized when requesting refund approval and resolution.