How to request a credit or replacement

 

Sometimes a customer needs to return an item for a refund or exchange.....what do you do?
If it's within the campaign, they want a refund & you haven't paid for it yet simply take the item back & refund them their money back. 
If it's the next campaign then arrange to collect the item but don't give them the money back out of your own pocket.
If they just want to exchange an item for either a different colour or size, again just take the item back off them.

FOR A CREDIT.
Go into your account and choose my account, credits.
Then search for the item in the campaign that it was delivered in.
Select the number of items being credited & the reason code (see picture). Save your credits there or submit to Avon. 
***REMEMBER*** the amount you receive back will be the 'Your cost' price & not the amount that the customer paid - you need to give the customer back the full price they paid and so taking down your commission.

FOR A REPLACEMENT
Go into your account and choose my account, replacements.
Then search for the item in the campaign that it was delivered in. 
Select the number of items being replaced, the reason code & then the code of the item the customer now wants.
You can either save there or carry on submitting to Avon, & choose to have the

replacement items sent out immediately. They will either be sent via royal mail or by courier & could come anytime.

RETURNS FORMS
There are 2 ways to do this:
1-by filling out a page in a returned product book. I'd only do this really when I only have a couple of items to return.
2-by completing the form online.

You will always need a barcode (found on the back of your very first invoice or the invoice after you've submitted a credit or replacement - you can also order more for free using the code 91447.
You will also need a suitably sized returns bag (free to order. Small – 90480  Large - 90472)
Plus cello-tape & a camera.
Use the last 4 digits of the barcode in the parcel barcode number box.
Either tear out the page in the returns book or print out the form from online. Put the copy for Avon in the returns bag, with the items and tape the barcode to the inside of the bag facing out. Peel back the sticky tape and seal the bag at the top (don't make the bag any smaller). Take a photo of the bag, incase Avon say they haven't received the returns.

When your next delivery comes, pass the bag(s) to the driver ensuring they sign your copy of the form. Now take a photo of the signed form.

You should be able now to refund your customer their money.

In the event that you are unable to deliver an order to a customer and subsequently can't get the money for it, put in for a credit and return these items back to Avon. Tell the customer that you're unable to hold their order & if they want the items to order them again. 

Avon has also recently introduced a tracking system so you can check yourself where the returns bags are that you've sent back.
Make sure that you physically pass the returns bag to the driver & they sign your copy of the returns form - or if you will be out leave your returns (including the form for the driver to sign) in your safe location and put a note on your door for the driver.

 

Contact us:

If you have any queries or questions that you would like answering then please contact the:

Cosmetic Beauty Representatives Team 

Mobile - 07754 193 138
Email jackie.kingsland@virginmedia.com

Jackie McAllister

Cosmetic Beauty Representatives .co.uk

Avon Independent Sales Leader

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