 |
Steps To Complete Refund Record:
Box 1) "Original Order Number" = Enter original order number
Box 2) "Original Order Date"=Enter date customer placed original order
Box 3) "Original Invoice Amount" = Enter Grand Total $ amount
Box 4) "Refund Order"=Select entire order if the complete original
order is being refunded/ Select partial order if customer is keeping a
portion of the original order
Box 5) "Refund Reason"=Select applicable reason from drop-down
Box 6) "Returned items $ amount total"= Enter the BEFORE TAX $ total of returned item(s) from return check in form using $ Totals from original order NOT current web pricing. Pricing could have gone +/- on website from original order.
Box 7) "Discount off of Equipment %"= enter "0" unless there was a special discount on the original order (examples: 1% cash discount, customer satisfaction, RT approved discounts, craigslist, Spanish Advertisement coupons etc...). If there is a discount on original order enter the amount in this box.
Box 8) "Discount off of Material %"= enter "0" unless there was a discount for materials on original order. (example: 10% discount on materials salesmen use on materials over $2,000, 20% on orders over $5,000)
Box 9) "Less 10% restocking fee"= select appropriate box. *Note* If restocking fee was waived you must enter a reason why and initials who approved it in the notes section of refund record.
Box 10) "Less 3% credit card fee"= select appropriate box. *Note* Follow eCommerce cancellation rules. Any exception to rule must have initials of who approved it and why in notes section of refund record.
Box 11) "Less Freight"= Select appropriate box. If customer is paying for inbound freight and we are deducting from refund select that box "less inbound freight" if they are using Budgets Freight Account. If customer pays on their own then select "none"
Box 12) "Less Not New Condition"= If freight arrived not as described (examples: evidence of installation, box and packaging missing, soldered, etc...) select YES. This means we will be deducting $ from refund.
Box 13) "Not new condition or solder fee"= Enter the amount agreed upon
by management to be deducted for not new or soldered condition.
Box 14) "Restocking charge 10%"= Enter total $ value of restocking fee
here if applicable. How to calculate from original invoice: Total
retail price of returned items (Box 6) x .10 or .20 for commercial.
Box 15) "Cancellation Fee 3%"= Enter total $ value of cancellation fee
if applicable. How to calculate from original order: Order Grand Total (Box 3) x
.03
Box 16) "Total amount of discounts"= If applicable enter the total $ value of any discount applying to item(s) needing to be deducted from refund (total of boxes 7 & 8).
Box 17) "Pre-Tax Subtotal"= Box 6 minus applicable Boxes 13-16. DO NOT CALCULATE TAX IN THIS FIELD.
Box 18) "Tax (subtotal x 7% FL 8.25% TX)"= multiply Box 17 by .07 for FL. For TX tax orders= Multiply Box 17 by .0825 enter amount here.
Box 19) "Post-Tax Subtotal"= Box 17 + Box 18. Enter that amount here.
Box 20) "Inbound Freight Charge"= Enter 0 unless Budget paid to have
freight/package sent back on our account. If sent back under Budget
account enter the $ amount from trucking company invoice for true cost
to get the equipment back to Budget. Do not use quote! Must be off physical invoice accounting received from trucking company. Work with Accounts Payable
Department to determine this amount.
Box 21) "Outbound Freight Charge"= Enter the amount from original order that customer paid for shipping. Be sure to check customers account for additional orders with freight charge corrections! If it was a free shipping equipment order use $250. Supplies check tracking information to see amount charged via USPS, FedEx, UPS.
Box 22) "Freight return paid by"= Select appropriate box. If
customer paid inbound freight, select customer. If Budget paid for
freight (i.e. package/freight came back on our account and we are
deducting from refund) then select Budget. *Note*: If we paid for inbound freight and we are not deducting from refund this must be explained with initials of who authorized in notes section of refund.
Box 23) "Refund Amount"= Total refund owed to customer. Box 19 minus 20-21 if applicable. Enter this amount here. *Note*: If refund is due to Budget error, you will not deduct Box 20-21 from refund, however notes MUST be in notes section and pre-approved by management. If a confidential note it must be on CRM private notes of refund record.
Box 24) "Please Enter Refund information"= Type relevant notes to this refund. (example: reasons for waived fees, freight charges, etc..). *Remember*: Anything typed in this field the customer will read. For private notes (i.e. actual costs or any other internal communication) go to CRM private notes after order is placed and enter there. DO NOT USE EMPLOYEE NAMES ONLY INITIALS on refund record.
Box 24) "Original Sales Person"= Initials of salesman who placed original order. If original order was placed online enter WEB.
Box 25) "Refund Type"= Select the card type used on original order.
Box 26) "Last 4 digits Credit Card Number"= Enter last 4 digits of original card number. MUST BE THE SAME AS REFUND CARD NUMBER.
Box 27-28) Enter ... (This section is completed by the GM)
Box 29) "Original Sales Person"= Initials of salesman who placed original order. If original order was placed online on their own enter WEB or leave blank or N/A.
Box 30) GM completes this field if transaction done online. If swipe initials of Management who performed swipe machine refund.
|
|
|
Warranty 
Poor shipping and follow up 