Order Returns - Errors Validation

To mitigate the number of returns generated by system errors or human errors we suggest:

For Amazon: 

• download and analyze the returns with the message CR-SWITCHEROONDAN and AMZ-PG-BAD-DESC validating the accuracy against the data in Sitnsell.
• read and analyze the customer emails related to received orders not as expected

For Walmart:

• read and analyze the customer emails related to received orders not as expected

The following explains how to download, import in excel, and analyze the Amazon Returns report:

1. From the Amazon account, request a One-time report from Reports\Return Reports\Generate one-time report; use All Returns and Exact Dates
2. After the report is generated, download the report as TSV
3. Import the report to either Microsoft Excel or Goole Spreadsheet

Microsoft Excel users:

1. Open an excel spreadsheet go to Data\From Txt/CSV and import the TSV file. (to see the file you must select All Files in the dropdown next to the File Name window).
2. Rename the tab with the Amazon account name initials. (i.e. FO)
3. Save the spreadsheet with the beginning and the ending date of the report in the title. (i.e. Amazon Returns from Aug 1 2022 to Oct 14, 2022.
4. Repete all steps from 1 to 5 for each Amazon account, creating a new tab for each account.

Google Spreadsheet users:

1. Open a new tab to start or go to an existing tab to append:

2. 

   Click File\Import:

3. Amazon offers customers preset reasons for returns:

How to determine if there is an error in our system or if the customer clicked on the wrong item when the order was placed

Open the  Amazon Returns from Aug 1 2022 to Oct 14, 2022.

1. Look for duplicates in the Order ID and delete the duplicates if the order has only 1 item returned.
2. Look for duplicates in the Merchant SKU 
3. Sort Merchant SKU ascending to avoid extra work
4. Filter the spreadsheet by CR-SWITCHEROO and AMZ-PG-BAD-DESC

Check the following areas:

1. Copy  Amazon RMA ID from the spreadsheet and 4. search the 3. Amazon RMA ID in Amazon\1. Orders|\2. Manage Returns:

2. Check the 5. Buyer Comment: "I paid for a size 9 and received a size 14"

Based on the buyer's comment proceed to verify the accuracy of the information in the Sitnsell and Amazon catalog

Example 1:

A. Check the Sitnsell\Orders

1. Copy the Order ID from the spreadsheet and check in Sitnsell\Orders the order for discrepancies:

NOTE: The above example shows the size in the title is different from the size at the end of the SKU. This is an internal eror that needs to be corrected.  Fix it per the article Amazon Listings - Make Changes/Correct.

B. Check the UPC in the Amazon catalog

C. Check the UPC in Sitnsell\Listings

Copy the barcode and search the Sitnsell listings:

NOTE: the picture from the above Amazon  catalog is different than the picture from Sitnsell

Compare sizes, pictures, and genders between the two catalogs and verify the size from the title to match the size at the end of the SKU in Sitnsell\Listing.

If the product does not match both catalogs, fix it per the article:

Amazon Guide to Fix Listings

If no fix is available or the product can not be fixed,  Retire the product with a comment* on each Amazon market per article