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Limitation Logs Presentation
Limitation Logs Presentation
Limitation Logs Presentation
The Limitations log is for orders and refund/ appeasement types that need
additional research and steps. For this reason, the following will still need
to be logged and processed by the administrative team.
What can be logged in the limitations log?
Global E Orders
BOPIS
Global E Orders
Missing Items
Lost packages
Shipping refunds
Appeasements
Wrong items
Damaged/Defective items
Any qualified and approved refund request for GE Orders.
Global-E note:
Global-E order refunds must be logged on the limitations log as they cannot
be processed through OMS. Admin will have to review the refund request
along with the appropriate notes, according to the procedure, to refund
through the Global-E portal.
Remember: if notes are required and admin does not find them, the refund
won't be processed.
Credits Over $300
Lost Packages
Missing Items
Leadership Exception (Claims
that are Approved by
Leadership)
Any request over $300
Important: Remember to leave
proper notes, containing all
necessary information as well
as the lead approving the
exception (If applicable), admin
will review and process
according to this information
Price adjustments/ Bogo
Tax Exempt
will include any adjustment that
cannot be performed on OMS and
requires Leadership approval.
Important: Remember to leave
notes explaining the situation, as Buy One
admin team will review.
Get One
Free!
STS/ Click and Collect
Shipped – Not scanned by Store (Past 7
business days)
Ready for Pickup – Past 10 days with no
Refund
Returned to DC or Lost
Customer Pickup – Customer states they
did not pick up
Ship to Store on Error
Damaged/Defective items
Wrong items
Missing Items
Any STS/CAC refund request
• Type
• Order Number
• Request Reason
• Transaction Type
• Country
• Amount
Admin team reviews each case and approves based on the situation and
the information it requires. Let's make sure we're following the correct process, we
have a valid reason for the log, and all the important information is provided for
the approval, if you're logging for an exception, include the name of the lead
who approved it.
Review and follow policies, if you're not following the appropriate process
the claim will get denied, this could lead to an escalation.
If customers need to send pictures, we must explain to them how as well as the
requirements we have for the claim, such as the picture specifications, the email
address they have to send it to, and the time they have to do it.
If Admin reviews the claim and any of the information is missing it will get denied.
Top reasons when a refund will not be
submitted
The customer has reported they received their package/ tracking shows
delivered after lost package was reported
Customer reached max amount of lost package claims
Shipping address cannot be verified
Reported past the 30-day time frame
Shipped to a 3rd party carrier and/or incomplete/incorrect addresses
There is a Refund Error
Gift Card refund error/ issue – escalate to Immediately Leadership and LA team
The customer has filed a chargeback and the chargeback was paid.
Q&A