Sophie Return Policy

DEPARTMENT/SECTION INFO BC NO.
WAREHOUSE OPERATIONS #395

SUBJECT: SUPERSEDES:
CORPORATE POLICY
BC PRODUCT RETURNS NEW
SOPHIE PARIS PHILIPPINES ISSUED BY: DATE ISSUED:
Alcar Building, No. 888, EDSA
Mandaluyong City, 1550
Philippines –Tel No.: +63 2 6374582 to 83 SUPPLY CHAIN MANAGER NOVEMBER 15, 2017
1. PURPOSE:
1.1 This procedure standardizes the process of Product Returns and the various
operations associated with it.
1.2 This will further serve as guidelines for both Sophie Paris Philippines Inc. (SPPI)
Corporate Office and its Business Centers.
2. SCOPE:
2.1 This Returns process applies to regular and defective items with the following
exceptions:
2.1.1 For hygienic purposes, cosmetic products and undergarments.

2.1.2 Light colored items such as white or cream.
2.2 Promotional items such as free gifts, sale items and marketing tools may be
returned or replaced only if they are defective upon receipt of the BCs.
Replacements may be of the same item or a different one depending on stock
availability.
3. RESPONSIBILITY:
3.1 BC Returns Associate
3.2 BC Sales Support Supervisor
3.3 Inbound/Outbound Supervisor
3.4 Dispatch Checker Associate
3.5 Stock Control Associate
3.6 IT Department
3.7 Sophie Business Center

1

CORPORATE POLICY
4. ADMONITION/REMINDER:
4.1 No Good/Defective returns will be accepted without the data entry in BC+. BCs
must not ship items for return without approval from BC Returns Associate.
4.2 Good returns merchandise and Defective returns must be segregated in 2 separate
boxes/parcels, with a copy of the Defective Returns list and the Good
Merchandise Returns list attached to each box/parcel. Both Defective and Good
Merchandise returns shall be properly sealed and labelled by the BCs accordingly
since there will be no piece by piece checking to be conducted by the assigned
forwarder/courier. Same procedure applies should the BCs choose his/her
courier.
4.3 For a few specific BCs who pick-up orders from the bus terminals, please
contact your assigned forwarder. Please be reminded that payment should be
settled prior to sending your returns. You will then have to provide, through text
message, the waybill number and the name of the bus driver to the assigned
Forwarder officer-in-charge.
4.4 Forwarders and couriers do not deliver or pick up goods on Sundays nor
Holidays, so please ensure that you send your returns from Mondays through
Saturdays.
4.5 For delivery discrepancies, a Delivery Note with details must be reported to the
BC+ within two (2) days from actual date of receipts. Failure to comply will
result to the denial of the return.
2

CORPORATE POLICY
5. GOOD MERCHANDISE/CHANGE SIZE OR ANOTHER ITEM:
5.1 Good Merchandise – returns will be allowed within 10 days from the date of
Invoice. Please be reminded that products to be returned must not exceed 20% of
the total amount purchased in a month.
5.2 All items to be returned must be in good condition, tags intact, and must be in the
original packaging so that they can be resold. Light colored items such as white
or cream may not be returned. Upon receipt of your returned items, our staff will
inspect the quality of these items. We reserve the right to refuse your returned
items depending on their physical conditions. BCs will be informed immediately
if returned items are acceptable or not thru BC+.
5.3 For hygienic purposes, cosmetic products, and undergarments are non-returnable.
5.4 Promotional items such as free gift, sale items, and marketing tools are non-
returnable except when the items are defective upon receipt of the BCs.
5.5 Credit Note shall be issued for merchandise exchange with another item. The
validity of the Credit Note is only 30 days.
5.6 Sales Invoice for merchandise exchange may be only used once.
5.7 Shipping cost involved in returning GOOD Merchandise, Change size items to
Pasig Warehouse shall be shouldered by the BCs. Therefore, extra care must be
exercised when buying Sophie products so as not to have a lot of returns and incur
cost in shipping back the items to Sophie.
3

CORPORATE POLICY
MERCHANDISE EXCHANGE RETURNS PROCESS:
BC+
START Rejected in BC+ END
Reason of rejection
BC+ Result the is indicated in BC+
next day Note remarks &
quantity reported
BC sends report details by BC will go back
for ME items via BC+ BC Returns Associate to BC Stock
Note: BC must wait for checks ME items
the approval of the based on invoice date Approved in BC+
BC Returns Associate sent by BC thru BC+
in BC+ before
sending the ME items BC packs & labels ME items
Separately from defective
items with attached ME list
Receives ME items On the way to

from forwarder Pasig Central
Warehouse
BC pays cash and sends

ME items via Sophie
Forwarder or chosen courier
Forwarder delivers
ME items with
attached list to
Pasig Central
Warehouse
BCRA process BCRA forwards

Credit Note in Items to Warehouse
100% correct
ACCPAC & amount For final sorting
will be credited to BC & possible resale
BCRA Checks Result the

actual ME items next day
versus
BC+ return
Wrong or missing
Item sent vs
reported Saleable
from BC+ location
END
BCRA informs BC via email
For the wrong item sent.
Items will be return to BC
ME – Merchandise Exchange
BC – Business Center
BCRA – BC Return Associate
Request missing item
to IT Department
END
for reversal of stock
to BC via BC+
4

CORPORATE POLICY
6. DEFECTIVE ITEM:
6.1 Sophie Paris Philippines Inc. (SPPI) guarantees that its products are free from
defect and substantially conform to product specification.
6.2 For unused regular items with defect, guarantee shall be for a period ending thirty
(30) days from invoice date.
6.3 Credit Note (CN) shall be issued for merchandise exchange with another item.
The validity of the CN is only 30 days.
6.4 Promotional items such as free gifts and marketing tools will be replaced by the
same item or a different one depending on stock availability. Sophie Paris
reserves the right to choose the replacement items.
6.5 For sale items with defect, guarantee shall be for a period of ending seven (7)
days from invoice date. The validity of the Credit Note is only 7 days.
6.6 For cosmetic items with defect, guarantee shall be for a period of ending two (2)
days from the invoice date. The validity of the Credit Note is only 2 days.
6.7 Shipping cost involved in returning DEFECTIVE items to Pasig Warehouse shall
be shouldered by SOPHIE PARIS PHILIPPINES. Excess items delivered may
also be included in shipping DEFECTIVE items. Should there be GOOD Items
or documents included in the package, we will return it to the BCs at their full
expense.
6.8 Products returned that are described as damaged or defective will be tested and
inspected. If upon inspection, the inspection team concludes that the damage was
intentionally done to the items, they will be returned to the BCs at their full
expense. BCs will be notified of the inspection details through email.
5

CORPORATE POLICY
DEFECTIVE RETURNS PROCESS:
START BC+
Rejected in BC+ END
Reason of rejection
BC+ Result the is indicated in BC+
next day Note remarks &
quantity reported
BC sends photos & by BC will go back
report details BC Returns Associate to BC Stock
for defective items via BC+ checks defective items
Note: BC must wait for based on invoice date Approved in BC+
the approval of the sent by BC thru BC+
BC Returns Associate
in BC+ before BC packs & labels defective items
sending the defective items Separately from ME/Good
items with attached list
Receives defective On the way to

items from forwarder Pasig Central
Warehouse
BC sends defective items

via Sophie Forwarder.
Shipping Cost will be
Forwarder delivers shouldered by
defective items SOPHIE Paris Phils.
with attached list
to Pasig Central
Warehouse
BCRA process BCRA forwards

Credit Note in items to Warehouse
100% correct for final sorting
ACCPAC & amount
will be credited to BC in defective location
for future destruction
QCA Checks Result the
actual Defective next day
items versus
BC+ return
Wrong or missing
item sent vs
reported Defective
from BC+ location
END
BCRA informs BC via email
for the wrong item sent.
Items will be return to BC
ME – Merchandise Exchange
Request missing item QCA – Quality Control Associate
to IT Department
END
for reversal of stock
to BC via BC+
6

CORPORATE POLICY
7. WRONG ISSUANCE OF ITEMS (Missing/Excess):
7.1 All Delivery Discrepancies must be reported through Sophie BC+ by attaching
the Delivery Note (DN) receiving copy with complete details of variances such as
missing or excess (wrong issuance); and for those Business Centers who are still
not on boarded in BC+, they can still send the said DN to BC-Support Team in
Pasig Central Warehouse through the following email address below for
validation, verification and proper investigation.
7.1.1 Alex Cuizon – BC Returns Associate

alex.cuizon@sophieparis.com.ph
7.1.2 Rick Jason Torres – BC Returns Associate

rickjason.torres@sophieparis.com.ph
7.1.3 Mr. Elyan Gaerlan – BC Sales Support Supervisor

elyan.gaerlan@sophieparis.com.ph
7.1.4 Mr. Rito Tenerife Jr. – Inbound & Outbound Supervisor

rito.tenerife@sophieparis.com.ph
7.2 Failure to submit complete Delivery Note details or notice of delivery

discrepancies within two (2) days from actual date of receipts will be denied.
7.3 For missing items, once confirmation is established, a Credit Note will be
processed automatically in the system.
7.3.1 Sophie Paris Philippines Inc. (SPPI) reserves the right to deny claims of
missing items based on the results of the investigation.
7.4 For excess items, BCs have the option to return them. They can return these
items together with the defective ones thus, SPPI will shoulder the cost of the
freight. (See 6.7)
7.4.1 Sophie Paris Philippines Inc. (SPPI) reserves the right to deny claims of
excess items based on the results of the investigation.
7

CORPORATE POLICY
WRONG ISSUANCE PROCESS:
START
BC sends DN & Invoice report details

BC+ for wrong issuance items (missing or excess) via BC+
within 48 hours from actual date of receipt
Note: BC must wait for the approval of the Inbound/Outbound
Supervisor in BC+ before sending the excess items.
Inbound & Outbound Supervisor checks & investigates

wrong issuance item by reviewing the CCTV
monitoring system and the actual inventory
in the warehouse.
Confirmed Confirmed
Result the
excess item next day
missing item
in BC+ in BC+
Inbound & Outbound Supervisor Inbound & Outbound Supervisor

informs BC via email to return Informs BCRA to process CN
Excess or missing
the excess item in Pasig Central Warehouse In ACCPAC system
item rejected
in BC+
BC+
BC packs, labels, & sends excess item BCRA process
together with the defective item Credit Note in
with the attached list via Sophie Forwarder. Reason of rejection ACCPAC & amount
shipping cost will be shouldered by is indicated in BC+ will be credited to BC
SOPHIE Paris Phils. Note remarks &
quantity reported
by BC will go back
to BC Stock
Forwarder delivers END END

Receives excess excess item with
item from forwarder attached list to
Pasig Central
Warehouse
CN – Credit Note
SCA – Stock Control Associate
Stock Control Associate (SCA) Saleable
forwards excess item to warehouse location
for final sorting & resale
END
8

CORPORATE POLICY
The above guidelines will be reviewed periodically to ensure a harmonious relationship between
BCs and the SPPI Corporate office.
You may also view this in ftp.sophieparis.com.ph.

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DEPARTMENT/SECTION INFO BC NO.

WAREHOUSE OPERATIONS #395

2.1.1 For hygienic purposes, cosmetic products and undergarments.

3.1 BC Returns Associate

3.2 BC Sales Support Supervisor

3.3 Inbound/Outbound Supervisor

3.4 Dispatch Checker Associate

3.5 Stock Control Associate

3.7 Sophie Business Center

WAREHOUSE OPERATIONS #395

WAREHOUSE OPERATIONS #395

5. GOOD MERCHANDISE/CHANGE SIZE OR ANOTHER ITEM:

WAREHOUSE OPERATIONS #395

MERCHANDISE EXCHANGE RETURNS PROCESS:

Receives ME items On the way to

BC pays cash and sends

BCRA process BCRA forwards

BCRA Checks Result the

WAREHOUSE OPERATIONS #395

WAREHOUSE OPERATIONS #395

DEFECTIVE RETURNS PROCESS:

Receives defective On the way to

BC sends defective items

BCRA process BCRA forwards

WAREHOUSE OPERATIONS #395

7. WRONG ISSUANCE OF ITEMS (Missing/Excess):

7.1.1 Alex Cuizon – BC Returns Associate

7.1.2 Rick Jason Torres – BC Returns Associate

7.1.3 Mr. Elyan Gaerlan – BC Sales Support Supervisor

7.1.4 Mr. Rito Tenerife Jr. – Inbound & Outbound Supervisor

7.2 Failure to submit complete Delivery Note details or notice of delivery

WAREHOUSE OPERATIONS #395

WRONG ISSUANCE PROCESS:

BC sends DN & Invoice report details

Inbound & Outbound Supervisor checks & investigates

Inbound & Outbound Supervisor Inbound & Outbound Supervisor

Forwarder delivers END END

WAREHOUSE OPERATIONS #395

You may also view this in ftp.sophieparis.com.ph.

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