Return Procedure:

(All processes completed in Odoo unless otherwise noted)

Sales/CS starting the process

1. Salesperson is made aware of customer’s desire to return.
2. Do Not Cancel the Order!!
3. Locate the Order in Odoo to enter Log Notes of the discussion with the customer.
   1. Notate if customer is reordering something else, which would mean no restock fee but would result in a Credit On Account (COA).
   2. We need a reason for the return in the notes and who caused the error.
      1. If customer changed their mind, didn’t like it, they ordered wrong part, wrong color etc. they could be subject to fees (20% Restock fee, or 5% cancellation fee plus shipping – including sending a label for pickup).  Be sure to enter notes that fees were discussed and any commitments or customer issues with fees.
      2. If Dental Planet fulfilled the order incorrectly, fees are waived.
4. Send Customer Service a Log Note (open new Log Note and type “@Jenny…” the rest of Jenny’s name will auto-populate).  This will automatically link the message to the order.
   1. After Jenny’s name, enter “RETURN” and send.
   2. If this is a sale that needs to be cancelled, and it has not been assigned a PO# yet, send CS a Log Note with “Cancellation” in the text following the name.
   3. If this is an order that needs to be cancelled, but has already been assigned a PO#, send CS a Log Note with “Cancellation/W PO” in the text following the name.
   4. If this is a Cancellation same day as sale, ensure you process this immediately and let CS know (phone/in person).  Typically these can be cancelled that same day without us incurring credit card or vendor fees.

What Happens Next

Once Customer Service gets the Return/Cancellation:

1. CS will Contact the customer verify they want to return/cancel, and the expected costs
   1. If return includes Digital Equipment, Nick will be alerted to see if there is possible user error that is causing the problem and can be rectified.
   2. If return is over $5000.00 Tony will review
   3. All refunds are reviewed by Bob to ensure fees and process are accurate.
2. Once we receive the product back, we must get a Return Merchandise Authorization (RMA) from Vendor.
3. Once we receive notification of vendor credit,  we refund the customer (minus any restock, cancellation or shipping fees incurred).
4. CS will update Log Notes in Odoo
5. CS will process any customer refund
6. CS will file or scan and attach any associated paperwork
7. If return is from an Amazon sale, once customer returns item to Dental Planet, we must complete the customer refund within 48 hours.  If we do not complete the process, Amazon will initiate a 100% refund to the Customer, leaving us unable to collect any restock, shipping or other customer fees.