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Refunds and Exchanges

All refunds or exchanges are to be in keeping with our returns policy - be sure to familiarise yourself with this. The returns policy will be printed out in the store visible at the counter as well as on the website. Use these rules as a guideline but treat every return or exchange on a case by case basis that can be mutually beneficial to us and the customer.

A copy of the returns policies to be put with every sales order in an online order shipment.

If a garment is faulty we will do our best to repair it, please contact either Kenya or Deb to confirm what can be done to remedy the situation. You will have a form to fill out in store if a customer brings in an item for repair. You will need to note their name, contact details and what is in need of repair.

 

Processing In-store refunds and exchanges on POS

The POS can process an exchange refund or store credit for all orders that start with ‘SP’ or have a receipt number for in-store purchase. 

The customer will need the receipt so we can look up the order number/receipt number. If they are signed up to our database we can look the order up under their name.    

Check if the order was made online or in-store by looking at the top of the screen (it will say who sold it and where under the date sold and total paid)

 

In-store purchase refunds and exchanges for in-store on POS

Locate the order under the ‘orders’ section on the POS. If the order is from in-store and they are within our guidelines for returns and exchanges policy you can proceed. Select the ‘Return or exchange’ button.

  1. After selecting the ‘Return or exchange’ button select the item(s) the customer is wanting to exchange. This will open a window that you will need to scroll to the bottom of to add in a reason for return. (make sure that ‘restock’ is selected at the top of the menu)
  2. After this you can either for an EXCHANGE - click ‘add in the products for exchange' then scan or search the item they are taking. Make sure to take any extra balance owing if any or if they don't use the full amount selecting to print out a gift receipt with the remaining balance. For a REFUND (Store Credit) either select refund balance to store credit or to gift card. For a REFUND -scroll to the bottom of the screen and select ‘Refund’ you will then need to process the refund through the Eftpos machine following the prompts on the machine.
  3. Once the customer has left open up Trade Gecko on the computer and search the order.
  4. There will be a return sitting in the returns section of the order, select this to open the return.
  5. Make sure the return location is set as the store location you have processed the return and add in the reason for return by selecting ‘edit’
  6. Once all the details are correct you can click ‘Receive’ to finalise the return to stock.

 

Online purchase refunds and exchanges for in-store on POS

If the order is from online check if they have pre-approval from the Returns Portal and the confirmation. If they do not have pre-approval they were supposed to go through the Portal as instructed in the form they receive with their order but you can proceed if they are within our guidelines for returns and exchanges policy.

  1. After selecting the ‘Return or exchange’ button select the item(s) the customer is wanting to exchange. This will open a window that you will need to scroll to the bottom of to add in a reason for return. (make sure that ‘restock’ is selected at the top of the menu)
  2. After this you can either for an EXCHANGE - click ‘add in the products for exchange' then scan or search the item they are taking. Make sure to take any extra balance owing if any or if they don't use the full amount selecting to print out a gift receipt with the remaining balance. For a REFUND (Store Credit) either select refund balance to store credit or to gift card. For a REFUND -scroll to the bottom of the screen and select ‘Refund’ DO NOT refund on Eftpos machine as it will be paid back to them through the payment method they used online.
  3. Once the customer has left open up Trade Gecko on the computer and search the order.
  4. There will be a return sitting in the returns section of the order, select this to open the return.
  5. Make sure the return location is set as the store location you have processed the return and add in the reason for return by selecting ‘edit’
  6. Once all the details are correct you can click ‘Receive’ to finalise the return to stock.

 

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Notify Deb of any returns refunds or exchanges so she can resolve them in her customer care returns list.