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Costco Return Quotes

  • Updated

Objective: Efficiently handle return quotes for Costco using NetSuite and Pacejet to ensure timely and accurate customer service.

Scope: Applies to support team members initiating return quotes.

Procedure:

  1. Initiation:
    • Support initiates the quote for a return.
  2. NetSuite Entry:
    • Copy the order number/PO and paste it into NetSuite.
  3. Sales Order Retrieval:
    • Copy the Sales order number.
  4. Pacejet Process:
    • Open Pacejet, navigate to transactions, and select search shipments.
    • Use the 'search for' bar to paste the order number, click enter to proceed.
  5. Delivery Order Handling:
    • Copy the delivery order number.
    • In transactions under shipments, paste this number into the search box and press enter.
  6. Return Initiation:
    • Click on the delivery order number, then select 'return' followed by 'special services'.
  7. Adjust Services:
    • Unselect 'lift gate' and 'residential delivery', then select applicable options for the return.
  8. Rate Shipment:
    • Scroll to the top, select 'rate shipment'.
  9. Email Communication:
    • Take a screenshot of the results and reply to the email showing the costs provided for the return.
    • If no reply is received within 24 hours, the quote must be rerun.
  10. Support Manager Approval:
    • If return shipping is approved by the Support Manager, proceed to ship. Send the BOL back via email.
    • If not approved, create an RMA with the reason stated (e.g., "Field Destroy" or "Refund without Merch").
  11. Final Steps:
    • The Support Manager notifies Costco of the final steps taken.

Screenshots and Flowchart (Attachments)

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