This page contains several scenario's to help you in certain situations.
If you are dealing with a customers unsuitable return, you need to identify what product is being returned as to whether you advise the customer to return the goods using Royal Mail or offer the collections service using City Link.
All unsuitable items must be new, unused and in their original packaging.
If the customer is using Royal Mail to return their item, please ensure that you instruct them to include a covering note with their name, order number and the reason for return.
If the customer would like a collection booking with City Link, book this through the City Link website (see City Link collections below) and ensure that you publish the "Unsuitable Return" as public via the customers online tracking. All City Link collections are charged at £16.50 and this fee is deducted from the customers refund. If the customer is exchanging to an item of equal of higher value, the returns fee is reduced to £8.25.
Warranty Claims -
If you have a customer that would like to return their faulty item, please follow the below guidelines.
If the customer has reported a fault within their 28 days, the customer is legally entitled to either a replacement or a refund on the provision that a manufacturing fault is identified.
If this return is being dealt with by the shop, you need to inspect the fault with the customer and identify whether the fault is a manufacturing defect or whether this has been caused by mis-use. (Product training will help you with this).
If this return is being dealt with by Customer Services, you must arrange for the faulty product to be collected and inspected in our Returns Centre to identify the fault. Once the fault has been identified we will contact the customer to arrange a replacement or refund.
*Please note that smaller items that develop a fault during their guarantee period should be returned by Royal Mail. The customer must be provided with a pre paid stamp in order to return this.
*Returns Staff - for faulty products that are returned by customers that are within their 28 days, please ensure that the item is returned to the manufacturers with the view to credit. If credit is not honoured by the manufacturers, we can accept the item back repaired and arrange to sell this on eBay or in our Shop sale.
If the customer is returning their item and they are outside of their 28 days but within their warranty period, please arrange for the item to be returned to the manufacturers for repair. Always ensure that the loan pushchair service has been offered to the customer.
Ordering Spare Parts -
When ordering a spare part for a customer, always try to get the manufacturers to send the part to the customer directly to avoid postage costs for us. If it is not possible for the manufacturers to send the part directly then arrange for it to be sent here for your attention. You must ensure that you keep a record of the spare part that has been ordered so you can either chase the part if it has not arrived and you know what customer the part is to be sent to.
Customer Services - Spare Part Spreadsheet on Google Drive.
Shop - Spare Part Folder located behind the till.
All spare parts must be dispatched to the customer using Royal Mail 1st Class Recorded.
City Link Collections -
We use City Link to collect large faulty items or unsuitable items where a customer has agreed to use and pay for our collections service.
To book a City Link collection, you need to follow the below link and log in using our account details.
When you have logged in successfully, follow the below steps to book your collection.
- Book a Job
- Enter Collection Postcode and click Search by Postcode
- Select the correct address from the list generated
- Select Collection Date
- Enter Contact Name and Telephone Number
- Enter the amount of boxes due to be collected
- Enter Collection Instructions (if required) and Collection Reference (customers order number
- Click Proceed
- If the parcel/s is being returned to us, click on Use Account Address
- Enter Contact Name and Telephone Number
- Enter Description of Goods
- Click Proceed
When all fields have been completed, a summary box will appear for you to view all of the collection details. If they are all correct, click Book Now and then your collection confirmation will appear alongside your consignment number.
The consignment number must be logged down on the customers notes alongside publishing the relevant returns template as public for the customer to view.
Tracking City Link Parcels -
When a parcel leaves here using City Link, the progress of its delivery can be tracked on the City Link website. To track a parcel you need to follow the below link and log into our account -
When you have logged in successfully please follow the below steps to track your consignment -
- My Consignments
- New Search
- Enter customers postcode in "Delivery Postcode"
- Click Search
- When the consignment appears, click on the consignment number to extend the tracking information.
- When the tracking states "No Results," it means that City Link do not have a parcel for that address.
Two Hour Time Slots (City Link) -
City Link have recently introduced two hour time slots for customers so that they do not have to stay in all day. This is only for deliveries, not collections.
You need to retrieve the consignment number from the tracking facility (My City Link) and then go onto the City Link website (http://www.city-link.co.uk/) and enter the consignment number in the search box.
If City Link have been able to predict when the customers order is going to be delivered, the time slot will be displayed on the this page.
Do You Need More Product Information?
If you require more information about a product that is not on the PreciousLittleOne website, please follow the below steps -
(This method needs to be followed by everyone as it will avoid too many questions being asked when you can find out the answer yourself).
- Check manufacturers website
- Call manufacturers for the answer to your question
If you are still unable to get an answer, you are more than welcome to ask your Manager for further information. The above steps must have been followed before your Manager is approached.