Due to the number of parcels received back from customers with insufficient packaging, I have written a short guide with some fairly basic (..and obvious!) advice for our 'common sense challenged' customers. I have attached a copy here and it can also be found at S:\Normans Support\CS & MFSF Returns Sheets\Normans Return Packaging Guidelines.
Please ensure that whenever you talk to/email customers about returning a parcel to us that you tell them what is required and send a copy of the guide along with the Goods Return Sheet. Dan also now has a small camera and will be taking pictures of returns to attach to Zendesk. We will then have a record of the condition they arrived in should we need it at a later point.
I will also ask Anna to create an additional page on the website (Tom - can you put a forum article on please) so that there is no excuse for customers not knowing what is required when returning goods.
If anyone has any thoughts/comments regarding the content of the guide then feel free to feedback as I am happy to tweak if required.
Thanks
Andy