[How to Add Tags]
## 1Tag Basic Introduction
### 1.1 What is a tag?
The process of simply summarizing and marking the problem according to the customer's description of the problem is called marking . Through detailed marking, all the customer's problems can be clearly recorded, and the problems can be fed back to the relevant departments to optimize product quality and service experience.
### 1.2 Principles for Adding Tags
Mark actual product issues\:
Mark as many questions as possible\:
### 1.3 Issue tree introduction
issue tree introduction
First_level
Second_level
Third_level
Fourth level
## 2. The specific process of marking
### 2.1 Before marking\:
Step 1\: If you have an order number, you need to bind the correct order ID.
Step 2\: If there is no order number, you can check the existing information first, and then fill in the order, SN and other information when you need to provide the customer with a solution
Step 3\: Determine whether to change or add standards based on the customer's description and the direction of the case
The situation of changing the standard\:
Addition situation\:
Eg\: keep order fee
Eg\: Order recommended by CED
Eg\: Customers have additional issues
Eg\: Release return shipping cost
Eg\: If the replacement order fails once more and the customer requires a refund rather than a replacement, we need to add a duplicated tag to the original order and create a Refund RMA on the duplicated tag.
### 2.2 Creating\: Click Add tag to fill in details.
Specific information is shown in the picture.
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About Order\: Bind the order where the product damage comes from.
About SKU\: Choose the SKU of the broken product.
About Tag category\: Follow the labeling principle
•Responsibility Introduction \:
Manufacturing\: All product quality issues (default)
CED\: CED's mistake
Repair center\: problems with refurbished products
Customer usage\: Customer misuse of the product
Customer expectations\: customers are not satisfied with the design and functionality of the product
Authorized reseller\: If the order is purchased from our authorized reseller
Unauthorized reseller\: If the order was purchased from an unauthorized reseller
Troubleshooting solved\: When a problem is solved through troubleshooting
OOW\: When the order is out of warranty ( ticket link )
Sales platform\:\: FBA order (TNW571997016)
Order wrong item\: When the problem label is buying the wrong product, the responsibility is to Order wrong item TNR352238018.
•Problem object
•DOA
About SN：
•Non-quality issues do not require SN, use No SN instead
•Quality issues must provide SN. If SN cannot be provided, let the customer provide pictures
•The SN position of each product is different. When asking customers to provide SN, it is necessary to provide detailed guidance on how to find SN.
eg\: The defective item's serial number, located either on a tag attached to your cable or printed near one of the ends of the cable. It consists of digits and characters such as SN\: 323DOW. If you can't find the SN, a picture of the product itself with the Anker logo showing will suffice.
•If the customer has already provided product images and can clearly see the SN, there is no need to ask for SN information again. We need to fill in the SN and cannot directly use PIC instead.
•If the customer has provided product images but cannot see the SN in the images and has not indicated that they cannot find the SN, we need to ask for SN information and encourage the customer to provide as much SN as possible. If the SN cannot be found, we will no longer require the customer to provide the SN. Taking the Cable SN narrative as an example\:
eg\: The defective item's serial number, located either on a tag attached to your cable or printed near one of the ends of the cable. It consists of digits and characters such as SN\: 323DOW. If you can't find the SN, a picture of the product itself with the Anker logo showing will suffice.
About Quantity\: If multiple products have the same SKU and have the same problem, we can label them by changing the quantity.
Note\: i.e. the customer's problem description
### 2.3 After creation\: Created successfully
Created successfully\:
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### 2.4 After creation\: Delete Tags
Delete Tag\: When RMA is not created, tags can be deleted. After RMA is successfully created, tags cannot be deleted.
## 3 Adding Tags
#### All necessary information was not filled in when marking.
Eg\: No bound SKU
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Eg\: No SN added
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#### More labeling\:
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#### Missing marking\:
https\://anker.sellersone.com/#/ticket/detail/tickets/TNG315953631
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#### Not marked with details and changed in time\:
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#### Failure to change responsibility attributes in a timely manner.
##### OOW case did not change the responsibility attribute
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##### Troubleshooting resolved case did not change the responsibility attribute
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##### Unauthorized case did not change the responsibility attribute
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#### Not marked\:
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#### Marked on the wrong order\:
It is the repalcement order delivered but customer not received, the issue should be taged to the replacement order https\://anker.sellersone.com/#/ticket/detail/tickets/TNE70102193
[How to create RMA]
## Introduction to RMA Basics
### 1.1 What is RMA?
RMA (Return Merchandise Authorization) is a customer return management process responsible for handling customer returns and refund requests, and disposing of returned products reasonably. Customer service personnel provide effective solutions to customers based on customer needs and company policies to improve customer satisfaction and ensure that returns are properly handled.
### 1.2 The significance of RMA
Control Service Costs\: RMA combines product quality & service quality with financial data, using data management and analysis to help companies understand product problems and customer needs, and then improve products and services. Effective RMA cost management can improve customer satisfaction and promote the improvement of service and product quality.
Please refer to the following picture\:
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### 1.3 RMA Types By Solution
Solution refers to the customer's needs and the company's policies, to provide effective solutions for handling customer returns and refund requests . The purpose of these solutions is to ensure that customer returns and refund needs can be properly handled.
Common solutions include replacement orders, replacement parts, refunds, and partial refunds, etc (highlighted solutions are commonly used RMA types). For example, if a customer's product has a problem, a replacement part can solve the problem, then a replacement part is an effective solution; if the customer wants to return the product and get a full refund, then a refund is a suitable solution.
Overall, the solution is to meet customer needs, solve customer problems, and thus improve customer satisfaction and loyalty. By providing various solutions, the company can better manage the customer return process and improve service quality.
RMA Solution TypeIssue tag typeTicket linkNote
RMA Solution Type
Issue tag type
Ticket link
Note
Replacement
1.Quality issues\:
•Not charge at all
•Product surface broken
•...
2.Shipping issues
•Delivered but not received
•Main item missing
•...
1.Quality issue
2.Quality issue
3.Shipping issue (return to sender)
Replace Accessory
Full Refund
1.Quality issues\:
•Not charge at all
•Product surface broken
•...
2.Shipping issues
•Delivered but not received
•Main item missing
•...
3.30 day money guarantee
•No reason to return
•Order cancellation
•Wrong item purchased
•...
1.Quality issue
Partial Refund
1.Price match related
2.Keep order fee
3.Order recommended by CED
4.Other issues
5.Service related
...
1.Price match related
2.Keep order fee
Return shipping fee
1.Quality issues\:
•Not charge at all
•Product surface broken
•...
2.Other issues\:
Repair
Currently, this solution is only available for Appliances products in the US market.
Give away
Rare case
Compensation
Rare case
No action needed
When you need to disable the RMA, select this option
## Specific process for creating RMA
### 2.1 Before creation\: Confirm that the ticket has been correctly bound to the order ID and issue tag, and there is no full refund record for the order
RMA is based on the Tag. Only when the Tag information is all filled in, the RMA button will be displayed .
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When the Tag information is incomplete, the RMA button will not be displayed.
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### 2.2 Creating\: Click the RMA button to fill in the details.
Specific information is shown in the picture.
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About solution\: Provide reasonable and effective solutions according to customer needs and policies.
About return products\: Non-product quality issues, all need to be returned. For quality issue returns, choose whether to return according to the following return rules\:
•Blocklist customers must return
•Returns must be made when marked by the system. Case reference\: link
•Orders greater than $20 and less than 30 days
•Return is required for orders over 001.
About return to\: Select "return to" according to the system standard, refer to the document\: RMA return to new scheme
Tracking\: Use/instead (do not fill in temporarily when creating, wait for RMA to be created successfully, and provide the return label to the customer, you must go to the RMA detailed page to fill in the Tracking & Carrier information, as shown below)
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Note\: Use/instead, no need to fill in
### 2.3 After creation\: Created successfully
Created successfully\: RMB button turns blue and has a unique RMA ID
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### 2.4 After creation\: Modify RMA
Modify RMA\: The solution and return information of RMA can be modified at any time when the order supplement and refund have not been executed.
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## 3 Notes on RMA Creation
Time node for creating RMA\:
1.Real-time creation of RMA, avoiding early creation of RMA, should be created when the return or exchange actually occurs, that is, the RMA is created in the previous step before the refund and exchange operation.
2.Only when US/UK/CA prepaid labels are provided to customers and the system follows up on the follow-up situation of the case, will supplementary orders be created and held.
Specific path\: Create RMA > Copy RMA ID to create return label > Fill in Carrier & tracking information on RMA page > Go to Ankercloud system to create a supplement order, and lock the supplement order > Reply to email, add label to attachment > Set overdue-check return and replacement, follow up on the return and supplement situation. Case study
Create RMA by time\:
1.Create the correct number of RMAs based on the number of replenishments and refunds, that is, create as many RMAs as there are costs incurred. Case
Refund RMA must be based on the original order.
2.If there is a problem with the supplementary order and a refund is required, the RMA for the refund should be based on the original order. Case
## 4 Negative cases
#### Case1\: Promise the customer not to check if there is a full refund record for the order before making up the order
Case reference1\:
bad example
#### Case2\: After the prepail return label is provided in US/UK/CA countries, the system must follow up on the return of the supplement order and the release of the supplement order. Related video\: UK return.mp4
Step 1\: Create a label, click the RMAbutton to enter the RMA page and fill in the tracking number. Select the correct carrier. The following are common carriers\:
US\: USPS
CA\: Canada Post
UK\: Hermes UK=Evri
UK\: Royal mail
DE\: Deutsche Post DHL
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Step 2\: Create a supplementary order in the Ankercloud system and set the status of the supplementary order to HOLD.
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After sending an email to inform the customer how to return, select and set overdue [check return and replacement] to follow up on the return.
Manually follow up cases
Systematic follow-up cases
Negative case
Negative case
#### Case3\: Choosing the Wrong Solution
Bad example
#### Case4\: RMA built on the wrong tag
https\://anker.sellersone.com/#/ticket/detail/tickets/TNC489643873
#### Case5\: Created duplicate Tag & RMA
https\://anker.sellersone.com/v2#/ticket/detail/tickets/TNK774312568
[How to create RMA]
## Introduction to RMA Basics
### 1.1 What is RMA?
RMA (Return Merchandise Authorization) is a customer return management process responsible for handling customer returns and refund requests, and disposing of returned products reasonably. Customer service personnel provide effective solutions to customers based on customer needs and company policies to improve customer satisfaction and ensure that returns are properly handled.
### 1.2 The significance of RMA
Control Service Costs\: RMA combines product quality & service quality with financial data, using data management and analysis to help companies understand product problems and customer needs, and then improve products and services. Effective RMA cost management can improve customer satisfaction and promote the improvement of service and product quality.
Please refer to the following picture\:
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### 1.3 RMA Types By Solution
Solution refers to the customer's needs and the company's policies, to provide effective solutions for handling customer returns and refund requests . The purpose of these solutions is to ensure that customer returns and refund needs can be properly handled.
Common solutions include replacement orders, replacement parts, refunds, and partial refunds, etc (highlighted solutions are commonly used RMA types). For example, if a customer's product has a problem, a replacement part can solve the problem, then a replacement part is an effective solution; if the customer wants to return the product and get a full refund, then a refund is a suitable solution.
Overall, the solution is to meet customer needs, solve customer problems, and thus improve customer satisfaction and loyalty. By providing various solutions, the company can better manage the customer return process and improve service quality.
RMA Solution TypeIssue tag typeTicket linkNote
RMA Solution Type
Issue tag type
Ticket link
Note
Replacement
1.Quality issues\:
•Not charge at all
•Product surface broken
•...
2.Shipping issues
•Delivered but not received
•Main item missing
•...
1.Quality issue
2.Quality issue
3.Shipping issue (return to sender)
Replace Accessory
Full Refund
1.Quality issues\:
•Not charge at all
•Product surface broken
•...
2.Shipping issues
•Delivered but not received
•Main item missing
•...
3.30 day money guarantee
•No reason to return
•Order cancellation
•Wrong item purchased
•...
1.Quality issue
Partial Refund
1.Price match related
2.Keep order fee
3.Order recommended by CED
4.Other issues
5.Service related
...
1.Price match related
2.Keep order fee
Return shipping fee
1.Quality issues\:
•Not charge at all
•Product surface broken
•...
2.Other issues\:
Repair
Currently, this solution is only available for Appliances products in the US market.
Give away
Rare case
Compensation
Rare case
No action needed
When you need to disable the RMA, select this option
## Specific process for creating RMA
### 2.1 Before creation\: Confirm that the ticket has been correctly bound to the order ID and issue tag, and there is no full refund record for the order
RMA is based on the Tag. Only when the Tag information is all filled in, the RMA button will be displayed .
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When the Tag information is incomplete, the RMA button will not be displayed.
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### 2.2 Creating\: Click the RMA button to fill in the details.
Specific information is shown in the picture.
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About solution\: Provide reasonable and effective solutions according to customer needs and policies.
About return products\: Non-product quality issues, all need to be returned. For quality issue returns, choose whether to return according to the following return rules\:
•Blocklist customers must return
•Returns must be made when marked by the system. Case reference\: link
•Orders greater than $20 and less than 30 days
•Return is required for orders over 001.
About return to\: Select "return to" according to the system standard, refer to the document\: RMA return to new scheme
Tracking\: Use/instead (do not fill in temporarily when creating, wait for RMA to be created successfully, and provide the return label to the customer, you must go to the RMA detailed page to fill in the Tracking & Carrier information, as shown below)
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Note\: Use/instead, no need to fill in
### 2.3 After creation\: Created successfully
Created successfully\: RMB button turns blue and has a unique RMA ID
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### 2.4 After creation\: Modify RMA
Modify RMA\: The solution and return information of RMA can be modified at any time when the order supplement and refund have not been executed.
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## 3 Notes on RMA Creation
Time node for creating RMA\:
1.Real-time creation of RMA, avoiding early creation of RMA, should be created when the return or exchange actually occurs, that is, the RMA is created in the previous step before the refund and exchange operation.
2.Only when US/UK/CA prepaid labels are provided to customers and the system follows up on the follow-up situation of the case, will supplementary orders be created and held.
Specific path\: Create RMA > Copy RMA ID to create return label > Fill in Carrier & tracking information on RMA page > Go to Ankercloud system to create a supplement order, and lock the supplement order > Reply to email, add label to attachment > Set overdue-check return and replacement, follow up on the return and supplement situation. Case study
Create RMA by time\:
1.Create the correct number of RMAs based on the number of replenishments and refunds, that is, create as many RMAs as there are costs incurred. Case
Refund RMA must be based on the original order.
2.If there is a problem with the supplementary order and a refund is required, the RMA for the refund should be based on the original order. Case
## 4 Negative cases
#### Case1\: Promise the customer not to check if there is a full refund record for the order before making up the order
Case reference1\:
bad example
#### Case2\: After the prepail return label is provided in US/UK/CA countries, the system must follow up on the return of the supplement order and the release of the supplement order. Related video\: UK return.mp4
Step 1\: Create a label, click the RMAbutton to enter the RMA page and fill in the tracking number. Select the correct carrier. The following are common carriers\:
US\: USPS
CA\: Canada Post
UK\: Hermes UK=Evri
UK\: Royal mail
DE\: Deutsche Post DHL
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Step 2\: Create a supplementary order in the Ankercloud system and set the status of the supplementary order to HOLD.
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After sending an email to inform the customer how to return, select and set overdue [check return and replacement] to follow up on the return.
Manually follow up cases
Systematic follow-up cases
Negative case
Negative case
#### Case3\: Choosing the Wrong Solution
Bad example
#### Case4\: RMA built on the wrong tag
https\://anker.sellersone.com/#/ticket/detail/tickets/TNC489643873
#### Case5\: Created duplicate Tag & RMA
https\://anker.sellersone.com/v2#/ticket/detail/tickets/TNK774312568
[Pictures of Invoice/barcode/SN]
## １ Invoice Related
### 1.1 Amazon invoice
🎹1.The following list of official stores on Amazon can be found in the Ankercloud system.AnkerDirectAnkerDirect AUAnkerDirect-CAEufyHomeAnkerMexico
1.The following list of official stores on Amazon can be found in the Ankercloud system.
AnkerDirect
AnkerDirect AU
AnkerDirect-CA
EufyHome
AnkerMexico
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•Sold by EufyHome
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🌅2.Orders not purchased from the stores listed above cannot be located in the Ankercloud system. This includes orders from sellers like Woot or those sold by Amazon EU S.à r.l., UK Branch, Amazon EU Sarl(A) or Amazon EU Sarl(B)...Solutions for those orders\:Step 1\: According to the receipt provided by the customer, you can search for the seller's name in this form [NEW] Distributor/ Reseller List to confirm whether the order comes from a special authorized dealer.Step 2\: If the seller's name cannot be found in the form, you need to go to the Feishu group [offline RSO & OSO dealer authorization confirmation group] to confirm again (please confirm whether everyone is in this group), check the group announcement in the Feishu group, and @different responsible persons according to the market.Step 3\: If we are responsible for quality assurance as a distributor, we need to enter the customer's shopping receipt information into the Ankercloud system to generate a new order number. And arrange for the customer to make up for the order (refunds are not supported). Video for your reference\:How to create replacement order for offline orders.mp4
2.Orders not purchased from the stores listed above cannot be located in the Ankercloud system. This includes orders from sellers like Woot or those sold by Amazon EU S.à r.l., UK Branch, Amazon EU Sarl(A) or Amazon EU Sarl(B)...
Solutions for those orders\:
Step 1\: According to the receipt provided by the customer, you can search for the seller's name in this form [NEW] Distributor/ Reseller List to confirm whether the order comes from a special authorized dealer.
Step 2\: If the seller's name cannot be found in the form, you need to go to the Feishu group [offline RSO & OSO dealer authorization confirmation group] to confirm again (please confirm whether everyone is in this group), check the group announcement in the Feishu group, and @different responsible persons according to the market.
Step 3\: If we are responsible for quality assurance as a distributor, we need to enter the customer's shopping receipt information into the Ankercloud system to generate a new order number. And arrange for the customer to make up for the order (refunds are not supported).
Video for your reference\:How to create replacement order for offline orders.mp4
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👍Question\: how to confirm if it is authorized reseller or unauthorized reseller DANFE (1).pdf TNH103686633
Question\: how to confirm if it is authorized reseller or unauthorized reseller DANFE (1).pdf
TNH103686633
### 1.2 Website invoice
📚Fantasia Trading LLC is the official name of Anker's company in the U.S. market. This is the formal invoice from the website.
Fantasia Trading LLC is the official name of Anker's company in the U.S. market. This is the formal invoice from the website.
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🏆Here is a screenshot of the order details that the customer can find by logging into our website and navigating to the order history section.
Here is a screenshot of the order details that the customer can find by logging into our website and navigating to the order history section.
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📍This is a screenshot of the order from the automatic email sent to the customer after a successful order placement.
This is a screenshot of the order from the automatic email sent to the customer after a successful order placement.
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🌟This is a screenshot of the payment information after a successful order placement. Ticket link
This is a screenshot of the payment information after a successful order placement. Ticket link
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### 1.3 eBay invoice
📚1.Each market has its own eBay store. The list of stores is as follows. 2.If the seller information on a customer's eBay order does not match our store, we are not responsible for the warranty. In such cases, the customer should be directed to contact the seller for warranty claims.
1.Each market has its own eBay store. The list of stores is as follows.
2.If the seller information on a customer's eBay order does not match our store, we are not responsible for the warranty. In such cases, the customer should be directed to contact the seller for warranty claims.
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### 1.4 Offline Resellers' invoice
🎨Offline特殊经销商发票识别SOP如何从线下零售获得Duplicate recieptSolutions for those orders\:Step 1\: According to the receipt provided by the customer, you can search for the seller's name in this form [NEW] Distributor/ Reseller List to confirm whether the order comes from a special authorized dealer.Step 2\: If the seller's name cannot be found in the form, you need to go to the Feishu group [offline RSO & OSO dealer authorization confirmation group] to confirm again (please confirm whether everyone is in this group), check the group announcement in the Feishu group, and @different responsible persons according to the market.Step 3\: If we are responsible for quality assurance as a distributor, we need to enter the customer's shopping receipt information into the Ankercloud system to generate a new order number. And arrange for the customer to make up for the order (refunds are not supported). Video for your reference\:How to create replacement order for offline orders.mp4
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## ２ Shipping receipt
✏When a customer returns a parcel to us, whether due to a quality issue or another reason, they should provide the return shipping receipt so we can track the return.
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###
## 3 Outer Packaging box pictures
🥖When a customer reports receiving used or incorrect products, we request a picture of the barcode on the outer packaging box. This allows us to verify the tracking information, shipping address, and weight to ensure the parcel matches the order.
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## 4 Anker package box
🌅When a customer reports receiving used or wrong products, we request a picture of the barcode on the Anker packaging box. This allows us to verify the SKU to ensure the parcel matches the order.
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####
## 5 Pictures of the SN
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Offline特殊经销商发票识别SOP
如何从线下零售获得Duplicate reciept
Solutions for those orders\:
Step 1\: According to the receipt provided by the customer, you can search for the seller's name in this form [NEW] Distributor/ Reseller List to confirm whether the order comes from a special authorized dealer.
Step 2\: If the seller's name cannot be found in the form, you need to go to the Feishu group [offline RSO & OSO dealer authorization confirmation group] to confirm again (please confirm whether everyone is in this group), check the group announcement in the Feishu group, and @different responsible persons according to the market.
Step 3\: If we are responsible for quality assurance as a distributor, we need to enter the customer's shopping receipt information into the Ankercloud system to generate a new order number. And arrange for the customer to make up for the order (refunds are not supported).
Video for your reference\:How to create replacement order for offline orders.mp4
When a customer returns a parcel to us, whether due to a quality issue or another reason, they should provide the return shipping receipt so we can track the return.
When a customer reports receiving used or incorrect products, we request a picture of the barcode on the outer packaging box. This allows us to verify the tracking information, shipping address, and weight to ensure the parcel matches the order.
When a customer reports receiving used or wrong products, we request a picture of the barcode on the Anker packaging box. This allows us to verify the SKU to ensure the parcel matches the order.
【How to issue a Refund】
## 1 Refund Basic Introduction
### 1.1 Refund method
#### 90% return the same way.
•System operation refund, fast speed, simple operation
#### 10% needs to be refunded manually.
•Each manual refund requires review by CED and the finance department, which is slow and slightly complicated to operate.
### 1.2 Reasons for Refund
#### Non-quality issues, non-logistics issues\: 30 days website return/Keep order fee/Order cancelled/Price match/Customer expectation
Logistics issues\: Shipping issues
Product quality problem\: Product defective
Return shipping fee\: Shipping cost
Other issues\: Safety issues/Service related/Other issues
### 1.3 Types of Refunds
### How to get a refund (Amazon & Website orders)
Refund methodRefund platformReason for refundRefund typeRefund accountCaseRelated screenshotsOriginal payment methodOfficial website order1.Reason for refund\: 30 days website return/ Keep order fee/ Order cancelled/Price match/Customer expectation/ (non-quality problem, non-logistics problem).No reason to return, cancel order, refund price difference, wrong item ordered.2.Reason for refund shipping issues (logistics issues)eg\: delivered but not received, lost package, wrong item received, package damage...3.Refund reason product defective (product damage)eg\: not charge at all...Refund type = Payment method.The official website payment method is generally Shopify /Paypal.Refund account = Order transaction IDOriginal payment methodAmazon orders1.Reason for refund\: 30 days website return/ Keep order fee/ Order cancelled/Price match/Customer expectation/ (non-quality problem, non-logistics problem).No reason to return, cancel order, refund price difference, wrong item ordered.2.Reason for refund shipping issues (logistics issues)Refund type = Amazon refundRefund account number = no need to fill in
Refund method
Refund platform
Reason for refund
Refund type
Refund account
Case
Related screenshots
Original payment method
Official website order
1.Reason for refund\: 30 days website return/ Keep order fee/ Order cancelled/Price match/Customer expectation/ (non-quality problem, non-logistics problem).
No reason to return, cancel order, refund price difference, wrong item ordered.
2.Reason for refund shipping issues (logistics issues)
eg\: delivered but not received, lost package, wrong item received, package damage...
3.Refund reason product defective (product damage)
eg\: not charge at all...
Refund type = Payment method.
The official website payment method is generally Shopify /Paypal.
Refund account = Order transaction ID
Original payment method
Amazon orders
1.Reason for refund\: 30 days website return/ Keep order fee/ Order cancelled/Price match/Customer expectation/ (non-quality problem, non-logistics problem).
No reason to return, cancel order, refund price difference, wrong item ordered.
2.Reason for refund shipping issues (logistics issues)
eg\: used products, wrong item received, package damage, did not receive in time...
3.Refund reason product defective (product damage)
eg\: not charge at all...
Refund type = Amazon refund
Refund account number = no need to fill in
Original payment method
Amazon orders
Reason for refund shipping cost (when the customer needs to return the defective items and we will reimburse the shipping fee to the customer)
For example, when the product amount of UK customers exceeds 200 pounds and there are quality issues, CED does not provide prepaid labels and requires customers to return it themselves before we refund the shipping fee.
Refund type = Amazon refund
All Amazon orders have a limit of $20 or £20 in the Ankercloud system, which is specifically used to refund shipping fees below $20. If the customer's shipping fee exceeds $20 or £20, a manual refund is required.
Refund account number = no need to fill in
Manual refund
Official website order
Reason for refund\: Shipping cost (when the customer needs to return the defective items and we will reimburse the shipping fee to the customer).
For example, when the product amount of UK customers exceeds 200 pounds and there are quality issues, CED does not provide prepaid labels and requires customers to return it themselves before we refund the shipping fee.
Refund type 1 (recommended)\: PayPal manual refund
Refund account = PayPal account email address
Refund type 2\: gift card
Refund account = Customer's Amazon account email address
Refund type 3 (not recommended)\: Bank transfer
Refund account 3 = Customer's bank info
Customers need to provide the following bank card information
Refund account：/ IBAN\: /BIC\:
/Name of the account holder as noted in the account\:/Name of the credit institution (bank) \:
Manual refund
Official website order
Reason for refund\: Safty issue/Service related /Other issues (when compensation needs to be given to the customer).
For example, if the customer's order has been fully refunded and an additional refund is required from the company account to the customer.
Refund type 1 (recommended)\: PayPal manual refund
Refund account = PayPal account email address
Refund type 2\: Gift card
Refund account = Customer's Amazon account email address
Refund type 3 (not recommended)\: Bank transfer
Refund account 3 = Customer's bank info
Customers need to provide the following bank card information
Refund account：/ IBAN\: /BIC\:
/Name of the account holder as noted in the account\:/Name of the credit institution (bank) \:
Manual refund
Official website order
Reason for refund\: unlimited
( When the official network order exceeds 180 days and needs to arrange a refund for the customer, the system does not allow the original way to return ).
The customer's official website order has exceeded 180 days. Due to some unwillingness, the customer does not want to make up for the order and only wants a refund.
Refund type 1 (recommended)\: PayPal manual refund
Refund account = PayPal account email address
Refund type 2\: Gift card
Refund account = Customer's Amazon account email address
Refund type 3 (not recommended)\: Bank transfer
Refund account 3 = Customer's bank info
Customers need to provide the following bank card information
Refund account：/ IBAN\: /BIC\:
/Name of the account holder as noted in the account\:/Name of the credit institution (bank) \:
Manual refund
Official website order
Reason for refund\: unlimited
( When the official website customer uses PayPal to make a payment and the customer opens a PayPal case on PayPal ).
For example, the customer's original payment method was PayPal, but for some reason, the customer directly contacted PayPal to freeze our original payment. When we need to refund this original payment, we need to refund it manually.
Refund type\: PayPal case refund
Refund account = PayPal account email address
O_R020301181298S_H6774614982849
Manual refund
Official website order
Reason for refund\: unlimited
( When the customer cannot accept the original refund )
When the customer's original account is closed, the bank card is lost, and the original refund cannot be accepted
Refund type 1 (recommended)\: PayPal manual refund
Refund account = PayPal account email address
Refund type 2\: gift card
Refund account = Customer's Amazon account email address
Refund type 3 (not recommended)\: Bank transfer
Refund account 3 = Customer's bank info
Customers need to provide the following bank card information
Refund account：/ IBAN\: /BIC\:
/Name of the account holder as noted in the account\:/Name of the credit institution (bank) \:
Manual refund
Amazon orders
Private email only!!!!
Reason for refund\: unlimited
Applicable Scenario 1\: Amazon orders only support original return . When the customer cannot accept the original refund, at least two rejections should be made. If the customer does not agree after two rejections, and the customer contacts us using a private email, we can apply to the leader whether a manual refund is available.
Applicable situation 2\: When refunding the shipping fee to the customer, if the customer's shipping fee exceeds 20 US dollars or pounds, and the customer contacts us using a private email, we can make a manual refund.
Refund type 1 (recommended)\: PayPal manual refund
Refund account = PayPal account email address
Refund type 2\: gift card
Refund account = Customer's Amazon account email address
TNN483214445
## 2 Refund specific process
### 2.1 Before refund\: Create RMA
#### Mail post colleague creates RMA with Shulex\:
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#### Call team & Livechat team can create RMA through Ankercloud
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### 2.2 Refund in progress\:
#### Order refund steps\:
##### Step 1\: Select\: Refund type & Refund account & Refund reason
Amazon order\:
Refund type = Amazon refund
Refund account = / (no need to fill in)
Refund reason = choose according to actual situation
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Website order\:
Refund type = Payment method (The official website payment method is generally Shopify /Paypal.)
Refund account = / (no need to fill in)
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##### Step 2\: Choose Refund item
Refund by QTY or Defined percentage
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##### Step 3\: Proceed Refund details
For a full refund, Choose Refund item Refund by QTY.
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If the refund is based on a percentage, such as a 20% refund, choose Refund item and select Defined percentage.
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If you want to refund a specific amount, such as shipping costs, you need to refund $5\: Choose Refund item, select Refund by QTY. Then clear the refund amount for the product, select "other fees" in the Fee item, and enter the specific refund amount.
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If you want to refund a specific amount, such as keep order fee, price match, etc., you need to refund 5 US dollars or 5 pounds\: Choose Refund item and select Refund by QTY. Then clear the refund amount of the product and enter the specific refund amount 5 in the product fee option.
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### 2.3 After refund\:
#### View refund records\:
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#### Cancel and refund\:
##### If the refund does not enter the review flow, you can click Edit to cancel the refund within 8 minutes.
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##### If the refund enters the review process, you need to click the IWP link to ask the leader to reject the refund approval.
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## 3 Notes on Refunding
📌Notes on refund\:1.Refund notification and confirmation\:•Before promising a refund to the customer, it is necessary to inform the customer that the payment will be refunded in the original way. The refund can only be arranged after the customer confirms acceptance of the original refund.2.Refund deadline\:•From the time when the customer is informed of the refund, the refund must be completed within 14 days.3.Amazon Refund Policy\:•For refunds on the Amazon platform, we insist that refunds can only be made in the original way, and manual refunds can only be made in rare cases.4.RMA Notes for Refunds \:•The correct RMA (including the correct SKU and RMA number) must be established when refunding.•All refunded RMA must be based on the original order. For example, for a damaged replacement order that requires a refund, a problem label and RMA need to be created on the original order.5.Refund follow-up \:•After the refund, you need to set up an overdue follow-up (select the overdue system template\: check refund) to ensure that the customer receives the refund in a timely manner.6.How to cancel a refund \:•For the refund of the original route, if the operation is incorrect, you can cancel the refund in the system within 8 minutes.•For refunds that have entered the review process, if cancellation is necessary, you can request the leader to reject the refund application.
Notes on refund\:
1.Refund notification and confirmation\:
•Before promising a refund to the customer, it is necessary to inform the customer that the payment will be refunded in the original way. The refund can only be arranged after the customer confirms acceptance of the original refund.
2.Refund deadline\:
•From the time when the customer is informed of the refund, the refund must be completed within 14 days.
3.Amazon Refund Policy\:
•For refunds on the Amazon platform, we insist that refunds can only be made in the original way, and manual refunds can only be made in rare cases.
4.RMA Notes for Refunds \:
•The correct RMA (including the correct SKU and RMA number) must be established when refunding.
•All refunded RMA must be based on the original order. For example, for a damaged replacement order that requires a refund, a problem label and RMA need to be created on the original order.
5.Refund follow-up \:
•After the refund, you need to set up an overdue follow-up (select the overdue system template\: check refund) to ensure that the customer receives the refund in a timely manner.
6.How to cancel a refund \:
•For the refund of the original route, if the operation is incorrect, you can cancel the refund in the system within 8 minutes.
•For refunds that have entered the review process, if cancellation is necessary, you can request the leader to reject the refund application.
## 4 Negative cases
#### Case1\: PayPal case refund---Selecting the wrong Refund Type
Case reference\: https\://anker.sellersone.com/v2#/ticket/detail/tickets/TNK774312568?field=order_number&filterName=&keyword=O_R020301192003S_H6839682891969&listChannel=&listType=search&page=1&pageSize=10
#### Case2\: Gift card refund---
Case reference\:https\://anker.sellersone.com/v2#/ticket/detail/tickets/TNY922587907?field=order_number&filterName=&keyword=O_R02110243475S_H6268726018215&listChannel=&listType=search&page=1&pageSize=10
#### Case3\: Offered refund for offline resellers?
Case reference\: https\://anker.sellersone.com/?code=#/ticket/detail/tickets/TNQ374716918?page=1&pageSize=20
【How to Return】
## １US/CA Return
### 1.1 When do we request the return?
##### Customers are required to return the defective products when any of the following conditions are met\:
•Blocklist customers are required to return.
•When there is a system tag, it must be returned. Case reference\: link
•Orders greater than $20 and within 30 days.
•If the order is supplemented to 001 or above, it can be returned. For a defective cable, we can ask the customer to cut the cable instead of returning it.
### 1.2 How to select "return to"
##### If a defective item requests a return, when we are creating the RMA, we need to select "return to".
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##### Introduction of "Return to"
When there is no system tag and it is a return in other situations, such as for blacklist customers, if the order is supplemented to 001, and the unit price is higher than $20 and within 30 days, we uniformly select "refurbish center - refurbish".
1.For refurbishment\: Select "Refurbish center--refurbish"
2.For scrap\: Select "Refurbish center--CED Policy"
3.For test (Not SC case)\: Select "Refurbish center--TEST"
4.For test (SC case)\: Select "Refurbish center--SZ"
5.For repair ( It is only for US Appliances products that have the repair service)\: Select "Repair"
When there is a system tag, we select "return to" based on the system tag\:
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### 1.3 How can we assist customers in returning defective items?
##### Give priority to offering prepaid labels：
Production label SOP Postmen SOP
Case reference\:
##### The customer returns by themselves (rare case)：
The customer will make the return first, and the shipping fee will be refunded to them later.
Note\: Need to create another actual tag, solution selection\: return shipping cost.
Case reference\:
### 1.4 What should we do after the return?
##### When we provide a prepaid label to the customer\:
Step1\: We need to fill in the carrier and tracking of the label on the RMA page.
Step2\: Then we create a replacement order or a refund in the AnkerCloud system and set the status of the replacement order and refund to hold status.
Step3\: After the system tracks the return progress, it will automatically release the replacement order and refund.
##### When we don't provide a paid label to the customer\:
We need to query whether this return has been received through the tracking ID provided by the customer. Only after confirming the receipt will we arrange for the refund and replacement order.
## ２ UK Return
### 2.1 When do we request the return?
##### Customers are required to return the defective products when any of the following conditions are met\:
•Blocklist customers are required to return.
•When there is a system label, it must be returned. Case reference\: link
•Orders greater than $20 and within 30 days.
•If the order is supplemented to 001 or above, it can be returned. For a defective cable, we can ask the customer to cut the cable instead of returning it.
### 2.2 How to select "return to"
##### If a defective item requests a return, when we are creating the RMA, we need to select "return to".
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##### Introduction of "Return to"
When there is no system tag and it is a return in other situations, such as for blacklist customers, if the order is supplemented to 001, and the unit price is higher than $20 and within 30 days, we uniformly select "refurbish center - refurbish".
1.For refurbishment\: Select "Refurbish center--refurbish"
2.For scrap\: Select "Refurbish center--CED Policy"
3.For test (Not SC case)\: Select "Refurbish center--TEST"
4.For test (SC case)\: Select "Refurbish center--SZ"
5.For repair ( It is only for US Appliances products that have the repair service)\: Select "Repair"
When there is a system tag, we select "return to" based on the system tag\:
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### 2.3 How can we assist customers in returning defective items?
##### We offer a prepaid label for SKU amounts less than 200 pounds
Production label SOP UK RMA Return Label Operation Guide
Case reference\: ticket link
##### The customer returns by themselves：
For SKUs exceeding 200 pounds, we don't offer prepaid labels. Customers need to return the goods on their own first, and then we will refund their shipping expenses.
Note\: Need to create another actual tag, solution selection\: return shipping cost.
Case reference\:
##### If the original shipping country is IE (Republic of Ireland)\:
The product must be returned to the DE warehouse rather than the UK Warehouse, and we manually upload the replacement to the DE Amazon warehouse, or other EU Amazon warehouses.
### 2.4 What should we do after the return?
##### When we provide a prepaid label to the customer\:
Step1\: We need to fill in the carrier and tracking of the label on the RMA page.
Step2\: Then we create a replacement order or a refund in the AnkerCloud system and set the status of the replacement order and refund to hold status.
Step3\: After the system tracks the return progress, it will automatically release the replacement order and refund.
##### When we don't provide a paid label to the customer\:
We need to open this form UK RMA return record from end customer 2024 and query whether we have received this return through tracking ID/RMA ID/ Order ID/ Ticket number. Only after confirming the receipt will we arrange for the refund and replenishment order.
A picture for your reference\:
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## 3 EU Return
##### When any of the following conditions are met, customers are required to return the defective products, and all the items need to be returned to Germany\:
•Anker\:
•Headphone&Speaker\: ◦Return within 30 days; 80 euros/300 AED or higher high-priced products will be returned (no time limit)◦Products with obvious component damage have no refurbishment value and do not need to be returned within 30 days (such as headband cracks).◦The quality assurance period is only about 3 months left without return.
•Robovac\: ◦All returns within 30 days◦80 euros/300 AED or more high-priced products returned (within 6 months)
•Security\: ◦All returns within 30 days◦80 euros/300 AED or more high-priced products returned (within 12 months) PS. Babyphone will no longer be refurbished, and those with quality issues do not need to be returned.
•Nebula\: ◦All returned during the quality assurance period.
### 1.2 How to select "return to"
##### If a defective item requests a return, when we are creating the RMA, we need to select "return to".
Unable to print
##### Introduction of "Return to"
We uniformly select "refurbish center - refurbish".
### 1.3 How can we assist customers in returning defective items?
##### Give priority to offering prepaid labels：
Production of European Union label SOP EU Return Label SOP
Case reference\:
##### The customer returns by themselves：
The customer will make the return first, and the shipping fee will be refunded to them later.
Note\: Need to create another actual tag, solution selection\: return shipping cost.
Case reference\:
### 1.4 What should we do after the return?
##### When we provide a prepaid label to the customer\:
The system currently does not support tracking the logistics information of EU. It is necessary to manually and independently follow up whether the customer has returned the product. Only after confirming the receipt will we arrange for the refund and replacement order.
##### When we don't provide a paid label to the customer\:
We need to query whether this return has been received through the tracking ID provided by the customer. Only after confirming the receipt will we arrange for the refund and replacement order.
## 4 Overseas Return
##### Currently, we can only provide labels and accept returns from the following countries\:
US, CA, UK, The European Union countries (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden).
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## 5 FAQ
Q1\: If a customer bought a product in the US, took the product to Israel by themselves and settled in Israel, can we provide a label to help the customer return the product from Israel to the US?
Answer\:
Q2\: If a customer bought a product in the US, took the product to Germany by themselves and settled in Germany, can we provide a label to help the customer return the product from Germany to the US?
Answer\:
Q3\: The customer want us to send the replacement before he return the defective item back to us, is it possible？
Answer\: We can provide a replacement order first and then request the customer to return the original item (if the item is not returned, the warranty for the order will be void).
Q4\: Do we have repair centers in the US?
Answer\: we have refurbish center in US and repair service in US, however, currently, we can only repair robova products.
Q5\: If a customer can not send back the "high price" unit provided she made an excuse? do we need to require customers to do anything? ticket link
Answer\:
There is no definitive answer to this question, but we can make a decision based on the following considerations\:
Reason for Inability to Return\: If the customer genuinely cannot return the unit due to reasons such as being in a different country or having a physical disability, we may consider not requiring the return. However, if the customer simply finds the return process inconvenient, we should insist on the return.
SKU Value\: For high-end products that have the potential to be refurbished, such as Nebula, cameras, or robovacs, we should require the return. For low-end products, we might consider not requiring the return.
Customer Type\: If the customer is on a blacklist, the return is mandatory. If the customer is not on a blacklist and does not appear to be attempting to deceive us, we may consider not requiring the return.
Product Usage Time\: If the product has been used for more than six months or is nearing the end of its warranty period, we may not require the return.
Country\: If the customer is from an EU country, is an IE customer, and the order has been used for a long time with a low value, we might consider not requiring the return.
Note\: If the issue is not related to product quality, the return is mandatory.
The Answer for this case\: no need to return, as\: its DE order, more than 1 year, not a very high price product, not a blacklist customer, the reason cannot return is acceptable, the item is not able to refurbish as it is physically broken.
◦Return of products above 60 euros/150 AED (including no reason return within 30 days). case by case
◦Products with quality problems within 30 days do not need to be returned (direct replenishment, customer retains the product). All powerhouses or other products are exceptions with a value higher than 80 euros.
◦Return within 30 days; 80 euros/300 AED or higher high-priced products will be returned (no time limit)
◦Products with obvious component damage have no refurbishment value and do not need to be returned within 30 days (such as headband cracks).
◦The quality assurance period is only about 3 months left without return.
◦All returns within 30 days
◦80 euros/300 AED or more high-priced products returned (within 6 months)
◦All returns within 30 days
◦80 euros/300 AED or more high-priced products returned (within 12 months) PS. Babyphone will no longer be refurbished, and those with quality issues do not need to be returned.
◦All returned during the quality assurance period.
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