The CSR handling the return should record details of the return in the Customer Returns Database Template. PM1070-2 CUSTOMER RETURNS DATABASE covers return date, customer ID, order #, reason for return, and more. Any return complying with the terms of the company’s thirty (30) day money-back guarantee program should result in a full refund to the customer. Returns after 30 days are not allowed without sufficient justification. These returns may be subject to a fifteen percent (15%) restocking charge and cannot be returned for credit without the additional approval of the Credit Manager.
The Customer Service Manager should periodically review PM1070-2, identifying anomalies (outliers) and trends in the data. The Customer Service Manager should report observations, findings, etc., to Top Management, Sales, and Customer Service. These entities should meet at least annually (and as needed) to review Customer Service’s report and determine if PM1070 needs to be updated.