Returns

Steve Madden USA

Optoro/Return to Warehouse Process

1. Customer Initiates Return: The customer contacts Steve Madden (SM) Support to initiate a return.

2. Return Label Generation: SM Support generates a return label and provides it to the customer.

3. Optoro Coverage Check:

   • Covered Zip Code: If the customer's zip code is within Optoro's service area, the refund is processed immediately upon the return parcel being picked up.

   • Non-Covered Zip Code: If the customer's zip code is not covered by Optoro, the customer drops the item at a designated carrier location, and the refund is processed after warehouse inspection.

4. HotWax Data Download: In both scenarios, HotWax downloads the return information from Shopify once the refund is completed.

BORIS (Buy Online, Return In-Store) Process

1. In-Store Return (Refund):

   • The customer returns the product to a physical store.

   • The store associate inspects the item and creates a return in the POS system, then requests a refund from SM Support.

   • SM Support processes the refund in Shopify, and HotWax downloads the return data.

2. In-Store Return (Store Credit):

   • The customer returns the product to a physical store and opts for store credit.

   • The store associate processes the store credit and creates a return in the POS system.

   • HotWax records the return against the store credit.

   • If the customer later wants a refund instead of store credit, SM Support processes it in Shopify (considered an appeasement).

   • Currently, HotWax does not download appeasement data.

3. In-Store Return (HotWax Return Screen):

   • This process is used when a customer returns an item before the shipped order data reaches the store's POS system (due to the nightly data sync).

   • The store associate uses a HotWax-provided return screen to create the return directly in HotWax.

   • SM Support manually processes the refund in Shopify.

Dolce Vita Canada (DVCA)

1. Customer Initiates Return: The customer starts the return process through the Shopify return app.

2. Return Label Provided: A Canada Post return label is given to the customer.

3. Warehouse Receiving: The returned item is received and inspected at the warehouse.

4. HotWax Notification: The warehouse associate enters the received quantity into HotWax, which then notifies Shopify to initiate the refund.

5. HotWax Data Download: After the refund is processed in Shopify, HotWax downloads the return details.

Steve Madden Canada (SMCA) (Not Yet in Production)

1. In-Store Return (Refund or Store Credit):

   • The customer returns the item to a physical store.

   • The store associate uses the HotWax return receiving screen, searching by order ID or email.

   • The associate selects the returned item(s) and specifies the return type (refund or store credit).

   • Refund: HotWax creates the return and notifies Shopify to process the refund. Shipping charges are not refunded.

   • Store Credit: HotWax stores the store credit details, and no information is sent to Shopify. A receipt is printed for the customer.

Let me know if you have any other questions or would like further refinements to the document!