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SR - Personal Reason (Non-US)

Personal Reason - Return (Paid by the customer) & Refund

If the customer no longer has the original packaging for return, a $20 (USD) restocking fee needs to be charged and will be deducted from the refund (see Spark Warranty FAQ for reference). Please explain this to the customer. (Applicable to ALL products.)

1 - Inquire about basic info

Once confirmed that the customer would like to return the order (must be a full order), insert Macro: [Service Center] SR (Regular) - 1. Insert the correct country in the email subject. Submit as pending. 

Make sure to delete the "Kindly note that you will be responsible for the $15 shipping fee associated with returning the item to our warehouse. This amount will be subtracted from your final refund." passage, as it's for US only.

2 - Fill out a SR request

Once the client replied with all the requested information, fill in the PG RMA Form:

  1. ‘Service Type’ = SR.
  2. ‘Accessories for SR’ must all be filled in according to the Shopify order. 
  3. ‘Return Reason’ = Personal Reason
  4. ‘Warranty Service’ = Refund.

3 - Offer info for return

Reply the ticket with Macro: [Service Center] SR (Regular) - 2.

A. Insert the corresponding RMA number in the subject & context. 

B. Leave only the address for the customer’s located country. 

C. Submit as pending.

5 - Check the TRK# for the returned package

Once the user replies with tracking information, go back to the country’s RMA Form (SR tab) and update ‘Inbound Tracking Number (Agent only)’.

Go back to the ticket and update the estimated delivery date (according to the tracking number) in the subject:

Reply the ticket with a heads-up, and submit as ‘On-hold’:

Thanks for providing the information. 

We've informed our service center to look out for the incoming package and will keep you updated about the refund as soon as possible. 

Please wait for further notice. Thank you.

6 - Check the status of the received package

Check the tracking with the corresponding carrier. On the ETA of the returning package, check the RMA Form to verify if the service center has received it.

Missing Item

If ‘Case Status’ is updated to ‘Missing Items’, it means there’re missing item(s) according to the form. Service center will address what’s missing in ‘Warehouse Notes’. Agent shall contact the customer to further verify the missing item before proceeding.

Ready for Warranty Service

  • If ‘Case Status’ is updated to ‘Waiting for Warranty Service, the agent can proceed with the Refund Process - Check Basecamp for updates. (END) 
  • If a $20 restocking fee needs to be deducted from the refund, make sure to do so during the refund.

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  • If there's shipping fee in the order, make sure NOT to refund it for such cases (personal reason).

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