Returns & Refunds
Vendor Receipts
- FP has 2 indoor, regulation dock-height docks and one indoor ramp dock to receive bulk shipments from vendors.
- Vendor shipments are staged in a controlled floor location and received into the computer system via the packing slip within 1 hour of physical receipt.
- If product is needed to fulfill back orders, product is officially received so that orders often ship the same day. If product is for overstock, product is officially received within one business day.
- Official receipt includes further verification of counts (weight count, physical count) if directed by the client and physical and system movement of the product from the staging location to the pick and/or overstock location(s).
- The date, time, and employee performing the receipt and movements are automatically tracked by the computer system.
Consumer or Prepaid Return Receipts
FP has regular daily deliveries of returns from USPS, UPS, and FedEx.
Returns are staged in a designated Returns Area and physically labeled with the date of product receipt. Within 3 business days of return receipt, the package is opened by an employee trained specifically on the client product. The employee examines the shipper and any comments on the outside of the box or letters in it to determine why the product was returned.
RTS packages can be repackaged and reshipped to another address if it is indicated and this follows the client business rules. The product is examined for completeness or damage — the system shows the configuration of each SKU. Any DVD, CD or VHS may be QC'd following client's business rules.
The customer's original order(s) are located in the computer system so proper credit can be issued (which may have no dollars associated). A reshipment order is entered, if necessary. At the time of the credit entry, the product is either systematically received to return staging location if it is re-sellable or flagged as defective. It is physically put in one of those two staging areas. Date, time, user and comments are all captured by the computer system.
A pick list of components prints with SKU and bin location. After the components have been picked, the pick list number is updated in the system, reducing the quantity available. This triggers the printing of a restock list of product by SKU and bin location. When the product has been restocked to the shelf, the quantity on hand is updated using the control number on the restock list.
Returns information is available real-time. As the return is processed comments are automatically entered into the original order for customer service availability. Reports can be run showing in process returns to verify all processes have been completed.
If a return is received past the allotted money-back guarantee period, FP will follow client business rules. Chargebacks are automatically entered into the order history so that a credit can not be given on any order that has been charged back.
Information can be provided to client on a daily, weekly or monthly basis in either hardcopy or file layout.
Damaged Products
Damaged product is handled according to client business rules. It may be discarded, stored for a return to vendor/client, or refurbished. When possible, products are refurbished to re-sellable condition. At the time of the return the product is flagged in the system with the needed requirements and actions necessary to refurbish it back to re-sellable.
If damaged product is to be returned to vendor, it is staged for a shipping order to be created when directed by the client.
Institutional or Ship and Bill Return Receipts
FP returns staff follows the process of Consumer or Prepaid Return Receipts when non-bulk, institutional returns are received. The process varies in that a non-cash credit is given for an order which usually has not yet been paid, reducing the client's accounts receivable. If the invoice has been paid and the check was deposited at least 10 business days prior, a check is issued — assuming no other outstanding invoices exist for that company.
Wholesaler / Distributor Return Receipts
FP receives an RMA from client either in hard-copy or a file. This information includes the wholesaler/distributor, RMA #, quantity of each SKU being returned, and the credit amount per SKU. This information is entered into the FP system.
FP receives bulk returns physically into a bulk-return staging area. Shipment is sorted by SKU and verified to the RMA within 5 business days.
Re-sellable items are sorted from damaged product and the quantities of each are entered into the system. Any open DVD, VHS and CD may be QC's according to CLIENT business rules.
Shrink-wrap is removed when retail sticker has been adhered.
When the product is returned without a client RMA, FP will follow client business rules. The packing slip, RMA and printout information can be provided to client on a daily, weekly or monthly basis in either hardcopy or file layout.
Damaged Products
Damaged product is handled according to client business rules. It may be discarded, stored for a return to vendor/client, or refurbished. When possible, products are refurbished to re-sellable condition. At the time of the return the product is flagged in the system with the needed requirements and actions necessary to refurbish it back to re-sellable.
If damaged product is to be returned to vendor, it is staged for a shipping order to be created when directed by the client.
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