Replacements

Included in this article:

1. Overview
2. What is an Exchange?
3. Custom Order Exchanges
4. Requesting the Exchange
5. Creating the Exchange (NEW - Change in process)
6. Reselection
7. Reselection Parameters
8. How to Request a Reselection
9. Creating the Reselection
10. Returns
11. Return Parameters
12. How to Request a Return
13. Creating the Return

1. Overview

When the repair process is unsuccessful, we will turn to the replacement resolution, which consists of exchange, re-selection, or refund. These resolution options must be approved by submitting a Service Desk request to the Business Management team (Return Authorization). 

The first option in the replacement resolution stream is Exchange. Our ability to Exchange is dependent on whether the exact same product is still available from the manufacturer (in-stock or available to order from the manufacturer). If the exact product is not available from the manufacturer (manufacturer discontinued) the next option is re-selection. Refund is the final option and only used after all other resolutions have been exhausted. A refund is not an available option for guests under extended warranty. 

2. What is an Exchange?

An exchange is a straight replacement for the exact same product. An exchange is processed when a technician assessment has deemed repair is not a possible resolution (cannot be repaired to a showroom condition). Exchanges must be approved by a team lead/manager or through logging a Business Management Service Desk ticket (RA category). 

3. Custom Order Exchanges

Our DFA brand offers our guests the option of customizing their furniture pieces. From casegoods, to upholstered items, our guests are able to explore their creative side and create a unique piece just for them. If we have a guest who has a custom order, that requires an exchange, we will require additional details to ensure the replacement piece comes in the expected color, model, and fabric.  

1. View the guests Historical Purchases through View Customer Activity screen in Storis 

2. Locate the sales order the item pertain to, and double click your selection 

3. Select the Merchandise tab 

4. Locate the item in the order and select More. You will now be able to review the custom order details 

4. Requesting the Exchange

If this pertains to an appliance under manufacture warranty, or a bedding claim, manufacture approval is required for exchange.  

Use this process when requesting an exchange: 

1. Determine that all repair options have been exhausted and Exchange is the appropriate action  

2. Determine if exact product is available (in-stock or available from the manufacturer). 

      § Open a new Storis screen to View Product Availability  

Note: If the Ordering Status field is "active," product is available. Do one of the following: 

            a. If product not available proceed to re-selection process. 

            b. If product is available, proceed to step 3. 

3. Open Service Desk https://tdsgservicedesk.sdpondemand.manageengine.com/home  

4. Log Business Management > RA request for exchange approval. All fields with an asterisk require the requested information. In the open box field, include the following information 

      § Date of purchase 

      § Date the issue was reported to Guest Care 

      § What options have been presented to the guest (GC, PA, etc.) 

      § Was the item sold AS IS 

      § What is the defect / reason for exchange  

      § Are parts available for this defect 

Note: If the guest is under manufacture warranty, we need to include the gift card and price adjustment amounts offered to the guest.  

5. Contact guest and advise exchange request has been submitted, and a resolution will be known in 1 business day. 

6. In the Customer Service Order, enter the Service Status as EXC 

7. Update the Coordinator Code to EXC 

8. Update the Last Contact to today’s date  

9. Update the Next Contact to the next business day

10. Update the Audit Comments Log:

      REPAIR IS NOT POSSIBLE FOR (insert piece). SUBMITTED EXC REQUEST
(insert Service Desk ticket number). CALLED GUEST AND AVDISED WE WOULD HAVE
OUTCOME WITHIN THE NEXT BUSINESS DAY. 

5. Creating the Exchange

Once approval has been gathered from Service Desk or a team lead, the Guest Care Agent is able to process the exchange. Use this procedure when creating an even exchange:

1. Receive TDG Authorization for exchange, complete with reason code for return. 

2. Go to the Storis screen Enter an Exchange 

3. Click on the Add icon beside ‘Exchange Number’ to generate the exchange number. 

4. Enter the Customer Code into the Customer Number field 

Note: Route Code Options may appear, if so, choose based upon the below details     

5. Enter the Sales Order number into the Original Order Number field 

6. Click on the Return Merchandise Tab 

7. Click box of defective item you are exchanging 

8. Scroll all the way to the right on that line item. From the dropdown menu under Reason Code select RCO, RWA or RAP 

      § RCO – Exchange due to TDG Courtesy (repair could be made, but we are choosing to replace) 

      § RWA – Exchange product as we cannot restore it to showroom condition 

      § RAP – Tutoris Approved, Manufacture Approved 

9. Press Save 

10. Click on the Sale Merchandise tab 

11. Respond Yes to the prompt  

12. Select Actions > Line Comments. Enter the defect of the product (the reason for the exchange) 

13. Press Save twice 

14. Click on Add Item 

15. In the Product field, enter EXCHANGE and press tab 

16. Press Save 

Note: If this guest originally had a Drop Prime Ship delivery, we would need to remove the Drop Prime Ship prep code from the exchange. To do so, in the Sale Merchandise tab, select Actions > Prep Codes. Click the box that states FS. This will remove any free ship details from the exchange order. 

17. Click Payment tab, and ‘Select a Fulfillment date’ box appears. Select soonest date from Current Date calendar 

18. Press Save

19. Click OK to prompt (shown below)

20. Override delivery charge to $0.00. 

21. Under Product Protection Code drop down menu, select PPP plan 

Note: This now opens a new screen. (shown below)

22. Click Manual Select, which opens a new screen (shown below)

23. Press Deselect All

24. Press Save

25. Press Exit

Note: If guest is having unit exchanged through their extended warranty program, they can choose to purchase the PPP for the replacement item, therefore they would not remove the PPP from the sales order as noted in step 22.

Note: Ensure there is a zero balance on the exchange now that we have removed the delivery charge (if no PPP is needed/wanted). If there is a concern with a balance, contact a Team Lead through the coaching queue.

26. Click on Customer tab 

27. Under the Salesperson fields, enter SCE1 in both fields 

28. We advise the guest of the ATP date(s). To complete this, go to the ‘Sale Merchandise’ tab and select ‘More’ on the line item. This will advise you of the ATP dates for the guest’s replacement product(s). 

29. Add any instructions by going into the Instructions field at the bottom of the Customer tab. This could be buzz codes for entry, use side door/back door/front door for entry 

30. Add any directions by going into the “Print Detailed Instructions” box at the bottom of the Customer tab 

31. If the guest purchased PPP for the new merchandise, select the Payment tab and advise the guest of the amount owing.

      a. Send the guest the payment portal via email

            https://dufresne.ca/pages/onlinepayment  

            https://ashleyhomestore.ca/pages/onlinepayment  

32. Select Actions > Audit Comment Log > Update Comments. Add in your notes. 

      ENTERED EXCHANGE, GUEST AWARE OF ATP WEEK (insert week). INFORMED GUEST THEY CAN KEEP TRACK OF THEIR ATP BY TEXTING OR VISITING OUR BOT 24 HOURS A DAY. GUEST AWARE WE WILL CONTACT ONCE IN TO ARRANGE POSSESSION. 

or

      ENTERED EXCHANGE, GUEST AWARE OF ATP WEEK (insert week). INFORMED GUEST THEY CAN KEEP TRACK OF THEIR ATP BY TEXTING OR VISITING OUR BOT 24 HOURS A DAY. GUEST AWARE WE WILL CONTACT ONCE IN TO ARRANGE POSSESSION. GUEST SENT PAYMENT PORTAL FOR PPP IN THE AMOUNT OF (INSERT AMOUNT). INFORMED GUEST WE WILL MAIL OUT CAREKIT/THEY CAN PICK UP FROM LOCAL STORE.

Note: Care Kits cannot be mailed in winter months, therefore the guest would need to visit our local store to receive one for free. We can email the local store to advise of this.

33. Press Save

34. Press Exit

35. Press Save Twice 

36. If prompted select yes

37. Press Save 

6. Reselection

A reselection occurs when product is returned and replaced with different product. A reselection is processed when a technician has assessed the product defects and determined a repair would not be possible. The difference between a reselection and an exchange is either the product is discontinued and therefore no longer available for exchange or TDG has deemed that an exchange will not resolve the line item. Reselections must be approved by submitting a Business Management RA request through Service Desk or by a team lead/manager. 

7. Reselection Parameters

Once a reselection has been authorized, the Guest Care Agent will be responsible for entering this in Storis. The uneven exchange will place a credit on the guest's account for the amount of the purchase and creates the new sales order for the new product. When the guest reselects store administration will apply the new pieces to the reselection. Our guests are given a 30 day timeline to select new product.  

8. To request a Reselection

1. Determine that all repair options have been exhausted and reselection is the appropriate action  

2. Open Service Desk https://tdsgservicedesk.sdpondemand.manageengine.com/home 

3. Log Business Management > RA request for reselection approval. All fields with an asterisk require the requested information. In the open box field, include the following information 

      a. Date of purchase 

      b. Was the item sold AS IS 

      c. What is the defect / reason for reselection 

      d. Is the item active or discontinued through the manufacture  

Note: If the guest is under manufacture warranty, we need to include the gift card and price adjustment amounts offered to the guest.  

4. Contact guest and advise reselection request has been submitted, and a resolution will be known in 1 business day. 

5. In the Customer Service Order, enter the Service Status as EXC 

6. Update the Coordinator Code to EXC 

7. Update the Last Contact to today’s date  

8. Update the Next Contact to the next business day

9. Update the Audit Comments Log:

      REPAIR IS NOT POSSIBLE FOR (insert piece). SUBMITTED RES REQUEST
(insert Service Desk ticket number). CALLED GUEST AND AVDISED WE 

      WOULD HAVE OUTCOME WITHIN THE NEXT BUSINESS DAY. 

9. Creating the Reselection

Once approval has been gathered from Service Desk or a team lead, the Guest Care Agent is able to process the reselection. Use this procedure when creating a Reselection: 

1. Receive TDG Authorization for reselection 

2. Go to the Storis screen Enter an Exchange 

3. Press the green add icon to generate a reselection number 

4. Enter the Customer Code into the Customer Number field 

Note: Route Code Options may appear, if so, choose based upon the below details 

5. Enter the Sales Order number into the Original Order field 

6. Click on the Return Merchandise tab 

7. Select the box of the item(s) we are reselecting 

8. Scroll to the right, under the Reason drop-down menu, select your return code 

      RWA – Customer Return Warranty 

      RPO – Customer Return Policy 

      RCO – Customer Return TDG Courtesy  

9. Click Save 

10. Select the Sale Merchandise tab  

11. Respond ‘No’ to the prompt 

12. Enter RESELECT into the Product field and press tab 

13. Enter 0.00 into the Unit Price field 

14. Press Save and select the Payment tab 

15. Choose a date 30 days from today’s date, in the Current Date field

16. Press Save 

Note: If we are charging the guest restocking fees, the following step is needed. If no restocking fee is needed, proceed to step 18 

17. In the Installation Charge Refund / Restocking Fee field, enter a negative sign and then the amount we are deducting from the guest for the restocking fee 

18. Select the Customer tab 

19. In the Contact Status drop-down menu, select CALLBK 

20. In the Contact Status Date field, select a date 30 days from today’s date 

21. Select Actions > Audit Comments Log > Update Comments. Add your notes. 

      STC – ADVISED RESELECTION ENTERED FOR (insert pieces) 

      ADVISED GUEST OF RESTOCKING FEE’S (if deducted) 

      ADVISED GUEST 30 DAYS TO USE IN STORE CREDIT 

      THEY ARE AWARE WE WILL NEED THE OLD ITEM BACK 

      GUEST HAS BEEN INFORMED IF THEY CHOOSE AN ITEM AT A HIGHER COST, THIS WILL BE THEIR RESPONCIBILITY  

22. Press Save

23. Press Exit 

24. Press Save twice 

10. Returns

A return consists of the merchandise being returned to TDG and the processing of a refund of monies collected to the guest. A return is processed when all other attempts have been made to resolve the guest's issue and TDG has concluded that this is the only remaining option. Refer to the policy section for further details about our return policy. Refunds are not possible for custom order products. A Team Leader or a Business Management RA request through Service Desk approve returns / refunds. 

Note: Should a guest want us to pick up their return items, there is a $79.99 charge for this to occur. 

11. Return Parameters

Refunds are paid out by the original payment process (refund on credit card, company cheque for cash or debit, refund on CITI financial account, or re-issue of gift certificate). The accounting department completes the refund of the actual monies process, the business day after the product is returned into TDG possession. 

Additional Fees with Returns:      

Method of Payment and timelines for processing: 

      § Cash - cheque issued within 21 business days 

      § Credit Card - Credit Card adjustment 7-10 days 

      § Financing - CitiFinancial adjustment 7-10 days 

      § Gift Card – Gift Card 1 week 

 Note: Should a guest want us to pick up their return items, there is a $79.99 charge for this to occur.  

12. Requesting a Return

 Use the following procedure to request a return: 

1. Determine that all options have been exhausted and refund is the appropriate action  

2. Open Service Desk https://tdsgservicedesk.sdpondemand.manageengine.com/home  

3. Log Business Management > RA request for refund approval. All fields with an asterisk require the requested information. In the open box field, include the following information 

a. Date of purchase 

b. Was the item sold AS IS 

c. What is the defect / reason for refund 

4. Contact guest and advise refund request has been submitted, and a resolution will be known in 1 business day. 

5. In the Customer Service Order, enter the Service Status as CCUS 

6. Update the Coordinator Code to CC 

7. Update the Last Contact to today’s date  

8. Update the Next Contact to the next business day

9. Update the Audit Comments Log:

      SUBMITTED REFUND REQUEST (insert Service Desk ticket number).
CALLED GUEST AND AVDISED WE WOULD HAVE OUTCOME WITHIN THE NEXT BUSINESS DAY.

13. Creating the Return

Use this procedure when creating a return in Storis: 

1. Receive TDG Authorization for return

2. Close CSO as per standard operating procedure (See closing a CSO) 

3. Go to Storis screen Enter a Return 

4. Click the green add icon to generate a return number 

5. Enter the Customer Code into the Customer Number field 

Note: Route Code Options may appear, if so, choose based upon the below details    

38. Enter the sales order number for the item(s) we are wanting to return into the Original Order field 

39. Select the Merchandise tab, and the Original Order Piece Selection screen appears 

40. Select the box of the item(s) we are returning 

41. Choose the Reason Code from the dropdown menu 

      RWA – Customer Return Warranty 

      RPO – Customer Return Policy 

      RCO – Customer Return TDG Courtesy  

42. Press Save. You are now returned to the Merchandise tab 

43. Select the Payment tab 

44. Do one of the following:  

      § If the guest is choosing to have TDG pick up the unwanted item(s), a pickup fee of $79.99 is required. To have this added to the return, complete the following: 

            - In the Delivery Charge Refund / Pickup Charge field, enter a negative sign then $79.99. 

      § If the guest is being charged a restocking fee, complete the following: 

            - In the Installation Charge Refund / Restocking Fee field, enter a negative sign then the amount we are charging the guest in restocking fees 

45. Contact guest, provide refund amount, any charges deducted from their return and arrange for the items to be picked up or dropped off.  

Note: All product returns need to occur at the local distribution center or slip seat location. 

46. Actions > Audit Comments Log > Update Comments:

      STG – ADVISED RESTOCKING FEE OF (insert restocking fee amount) DEDUCTED AND THE AMOUNT OF 

      (insert amount to be refunded) WILL BE REFUNDED TO THEIR ORIGINAL PAYMENT METHOD. GUEST PAID 

      BY VISA AND IS AWARE OF THE 7-10 BUSINESS DAY TIMELINE. GUEST WILL DROP OFF (insert date). 

      SCHEDULED PICK UP FOR (insert date). CONFIRMED ADDRESS, ADVISED CANCEL POLICY.  

Note: Should a guest want us to pick up their return items, there is a $79.99 charge for this to occur.