Refunds and Adjustments

by ONELIVE Webmaster
Once you receive communication from a customer asking for a refund through Desk, LiveChat or on a phone call, here is the process you need to refer to for each type of situation.

Refunds

Order Received In Good Condition:
  1. Send via LiveChat Message, or email in desk or inform over the phone the following message. 
    Hello xxxxx,

To process your refund or clothing size exchange, a RMA (return merchandise authorization) number is not required. Please mail your merchandise to the following address. 

ATTN: ONE LIVE MEDIA /Refund
1392 SARAH PL
UNIT B
ONTARIO, CA 91761

Please include a note with your merchandise specifying:

1) Your original order number

2) The nature of your return (requested refund or desired clothing size)

If you have any other questions, please feel free to contact us.
  2. Confirm the order/items were received by SP which you can check by looking up the order in the SP system with the Order Prefix in Red (the letters before every order) and the Titan specific order id in Blue. IMPORTANT: The dash must be in the order number when searching the order in SP.
    1. EX. FTW-5026113
  3. After you have confirmed the order received. Go into the order in Titan and scroll to just above the Payment History Info. Click the Create/ManageRMA link to the right of the Create Note Button.
  4. Once in the RMA screen, Check the box next to the Sku of the item returned and change the QTY To Return to match the amount of items returned.
  5. Select a reason for the Return and add short description if needed. Click Continue.
  6. The information on this page should match the information inputed on the previous page. Check the box next to the sku. Click the "select and action" drop down menu and scroll to Receive Return. Click Go.
  7. Make sure the QTY Received matches the QTY Returned. Make sure the Warehouse column reads SPE Ontario
    • Unless this is for Jeff Gordon the warehouse column will read SPE Dallas
  8. Move your mouse to the top of the page and click RMA #xxx that was created for this return. This will take you back to the RMA viewing page were you will initiate the refund.
  9. Check the box next to the sku. Make sure the QTY Returned matched the QTY Received. Click the "select an action" drop down and scroll to "Set Resolution To Refund". Click Go.
  10. At the end of the box the sku and item information is in, on the right input manually the amount you need to refund. Make sure this matches the amount being returned.
  11. Enter a note as to the reason for the refund and click Save.
  12. The screen will refresh. Above the Sku and item information box click the "Click here to issue refund" link in the notification box.
  13. Click the drop down menu at the top of the page, and select either "Paypal Refund" or "CC Refund"
  14. Manually input the amount needing to be refunded.
  15. Scroll down to the Button that says "Submit". Input a final note, and click the "Submit" button.

Order Shipped & In Transit

  1. Send via LiveChat Message, or email in desk or inform over the phone the following message. 
    Hello xxxxx,

Due to the usually quick process time for shipping once an order has been placed this order has shipped and is in transit. At this time we would suggest rejecting the delivery or writing “Return To Sender” on the package without opening it so you do not incur any new shipping costs. Once the tracking information for this delivery shows that the package will be returned to sender, we can refund this full order back to your credit card or PayPal Account. 

If you have any further questions, please feel free to contact us.
  2. Confirm the order/items were received by SP which you can check by looking up the order in the SP system with the Order Prefix in Red (the letters before every order) and the Titan specific order id in Blue. IMPORTANT: The dash must be in the order number when searching the order in SP. EX. FTW-5026113
  3. After you have confirmed the order received. Go into the order in Titan and scroll to just above the Payment History Info. Click the Create/ManageRMA link to the right of the Create Note Button.
  4. Once in the RMA screen, Check the box next to the Sku of the item returned and change the QTY To Return to match the amount of items returned.
  5. Select a reason for the Return and add short description if needed. Click Continue.
  6. The information on this page should match the information inputed on the previous page. Check the box next to the sku. Click the "select and action" drop down menu and scroll to Receive Return. Click Go.
  7. Make sure the QTY Received matches the QTY Returned. Make sure the Warehouse column reads SPE Ontario
    •  Unless this is for Jeff Gordon the warehouse column will read SPE Dallas
  8. Move your mouse to the top of the page and click RMA #xxx that was created for this return. This will take you back to the RMA viewing page were you will initiate the refund.
  9. Check the box next to the sku. Make sure the QTY Returned matched the QTY Received. Click the "select an action" drop down and scroll to "Set Resolution To Refund". Click Go.
  10. At the end of the box the sku and item information is in, on the right input manually the amount you need to refund. Make sure this matches the amount being returned.
    • NOTE IF THE CUSTOMER IS RETURNED MULTIPLES OF THE SAME ITEM: The ITEM PRICE is NOT the total. It is only the price of one item.
  11. Enter a note as to the reason for the refund and click Save.
  12. The screen will refresh. Above the Sku and item information box click the "Click here to issue refund" link in the notification box.
  13. Click the drop down menu at the top of the page, and select either "Paypal Refund" or "CC Refund"
  14. Manually input the amount needing to be refunded.
  15. Scroll down to the Button that says "Submit". Input a final note, and click the "Submit" button.

Order Unshipped & Exported

  1. Send via LiveChat Message, or email in desk or inform over the phone the following message. 
    Hello xxxxxx,

We will reach out to our warehouse about this cancellation request, so that they can stop processing for the shipment of this merchandise.

Due to the usually quick process time for shipping once an order has been placed, we can not guarantee that a cancellation request will be processed before an order is shipped. Once the warehouse informs us that the shipping for this order has been cancelled, we will immediately refund this order back to your credit card.

In the event that this order does ship before the warehouse sees this cancellation request, we would suggest rejecting the delivery or writing “Return To Sender” on the package without opening it so you do not incur any new shipping costs. Once the tracking information for this delivery shows that the package will be returned to sender, we can refund this full order back to your credit card.

If you have any further questions, please feel free to contact us.
  2. Send an email to Lisa Preston lpreston@onelivemedia.com the following message. Include the Order number in the Subject line. 
    Hello Lisa, 
Please cancel this order the customer has requested to be refunded. 
Please advise when this is done. 
Thank you.
  3. Confirm the order was cancelled by SP which you can check by looking up the order in the SP system with the Order Prefix in Red (the letters before every order) and the Titan specific order id in Blue. IMPORTANT: The dash must be in the order number when searching the order in SP. EX. FTW-5026113
  4. After you have confirmed the order was cancelled. Go into the order in Titan and click the "select an action" drop down menu and scroll to the "Cancel/Issue Refund" and click "Go"
  5. Select the reason for the cancellation of the order in the drop down menu next to the Cancellation Reason.
  6. Input manually the amount of the refund. Click "Continue"

Adjustments

Once you receive communication from a customer asking make an adjustment to their order through Desk, LiveChat or on a phone call here is the process you need to refer to for this situation.
  1. Send via LiveChat Message, or email in desk or inform over the phone the following message. 
    Hello xxxxx,

Unfortunately, we cannot alter a an order that has already been processed due to the usually quick process time for shipping once an order has been placed. If you wish to make a change to the order , you would need to cancel this order for a full refund and place a new order for these applied changes

However, if the warehouse informs us that the has already shipped out, it will be delivered to the shipping address provided on the original order.

We greatly apologize for the inconvenience. If you have any other questions, please feel free to contact us.
 
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