Telling us first
A return starts with a message rather than with a parcel. You tell us the order reference and which lines are travelling back, and the bench opens a return against that order the same working day it reads the message.
We send the return address and a reference to write on the outside of the parcel, and that reference is what marries the box to your order after it lands. It goes on the outside because the bench reads it before anything is opened.
Tell us why the line is coming back while you are writing. A line that was described badly takes a different route from a line you simply changed your mind about, and the reason is what puts it on the right one.
Send the lines back in the packaging they arrived in wherever it survived the journey. The carton, the fill and the inner bag all did a job on the way out, and they will do it again on the way back.
The counter on the issue page will count the two distance-selling windows off the day your parcel landed, so you can see how the calendar sits before you write.
What goes on the return note
Three things travel with a returning parcel, and the bench works from all three when the box is opened.
The return reference
Written on the outside of the parcel, where it is read before the tape is cut.
The lines coming back
Named as the listing named them, with the pack quantity as it was bought, so the count is unambiguous at the bench.
The reason
A sentence in your own words, which decides the route the return takes and whether carriage comes back to you.
The check at the bench
A returned parcel is opened at the bench that packed it. The picker checks the lines against the return note, records the condition in plain words, and photographs anything damaged.
A sealed line goes back to the shelf. It has travelled twice, so the bench inspects the outer pack before the bay label goes back on it, and a pack that will not sell as new is written off rather than re-shelved.
A line that arrives broken is set aside with its packaging, because the packaging is the evidence for the carrier claim. The fill, the carton and the label all stay with it until the claim closes.
Everything the bench finds goes onto the return file in plain words. You can ask for that file at any point, and what it says is what we work from.
The people who open your parcel are the people who sealed it.
The refund
The refund is raised the moment that check finishes, and it travels back down the route the payment came in on. A card payment goes back to that card, and the payment processor matches it against the original reference.
Your bank sets the pace from there. Once the refund has left our end there is a reference for it, and the bench will send you that reference if the money has not shown up yet.
After a line comes back because we described it badly, the return carriage comes back to you as well. Send us what the postage cost and it goes on the same refund.
A part return leaves the rest of the order exactly as it was. The lines you kept stay bought, the refund covers the lines that came back, and both are written on the same order record.
The returns bench · stage five of five
Starting a return
Write to fulfilment@clickmartltd.store with the word returned on the first line, your order reference under it, and the lines that are coming back. The return address comes straight back to you with a reference for the outside of the parcel.
What the company holds about a return, and how long it is kept, is written out in the stage notes on order information.
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