# ProcureGlobal — Returns Handling Ops Script v1.0 **Status:** Draft for legal review and ops sign-off **Last updated:** 16 May 2026 **Audience:** Ops staff handling inbound return requests **Linked policy:** PRD §6.11 (Returns Policy) --- ## 1. The customer-facing policy (for your reference) - 7 calendar days from delivery to request a return on unopened, undamaged items in original packaging. *(Note: founder is considering extending to 14 days to align with Ghanaian e-commerce norms; this script will be updated once confirmed.)* - Customer pays return shipping unless the item was defective or incorrectly shipped. - Refunds issued to the original payment method within 10 business days of receiving the returned item. - No returns on: perishables, opened consumables, custom or made-to-order items, items marked "final sale". - B2B orders: returns subject to terms in the approved quote. --- ## 2. The four return categories Every return request falls into one of four buckets. The bucket determines who pays return shipping and how you respond. ### A. Defective on arrival The item was physically broken, electrically non-functional, missing manufacturer-included parts, or otherwise not in working order when the customer first opened it. **ProcureGlobal pays return shipping. Full refund or replacement at customer's choice.** Examples that count: - TV with cracked screen out of the box - Blender motor doesn't spin on first plug-in - Fridge arrived with a dent that's clearly factory damage (not transit) - Shoes arrived with two left feet, or two of the same size that should be a pair - Phone won't power on after the first charge - Item is missing a manufacturer-included accessory listed on the box (charger, manual, mount) Examples that do not count (these are not category A): - Customer broke the item after using it — diagnose first; may be defective, may be misuse, may be wear-and-tear - Cosmetic scratches the customer didn't notice on first inspection but reports a week later - Item is the right one ordered but customer expected a different colour or size in person ### B. Incorrectly shipped We shipped the wrong item, wrong variant, wrong quantity, or to the wrong address through our fault. **ProcureGlobal pays return shipping AND covers re-delivery of the correct item. Full refund OR replacement at customer's choice.** Examples that count: - Customer ordered red, we shipped blue - Customer ordered size 42, we shipped size 40 - Customer ordered two units, only one arrived (and it isn't a flagged split shipment) - Wrong product entirely (different SKU than ordered) - Order shipped to an address the customer didn't enter (our address-entry bug) ### C. Damaged in transit The packaging arrived intact-looking but the item inside was damaged en route, OR the packaging arrived visibly damaged and the item was affected. Treated as our cost because we contracted the courier. **ProcureGlobal pays return shipping. Full refund or replacement.** Important: ask the customer for photos of the packaging AND the item before approving. We need them for the courier claim and to distinguish transit damage from misuse. ### D. Customer changed mind Customer ordered the right item, we shipped the right item, item is in working order — but they no longer want it. **Customer pays return shipping. Refund issued only if the item meets the policy conditions: within 7 days of delivery, unopened, undamaged, original packaging.** Examples: - "I found a better deal elsewhere" - "My partner already bought one" - "I expected it to look different in person" - "I changed my mind about the colour" If the item is opened, used, or outside the 7-day window — politely decline. Use Template D-2. --- ## 3. The decision tree For every inbound return request, walk through these in order: 1. **What's the reason?** Get the customer to describe the issue specifically. "I want to return this" isn't enough — what's wrong? 2. **Which category?** Map to A / B / C / D above. If unclear, ask for photos and treat as the customer's stated category until evidence says otherwise. 3. **Is the item on the no-returns list?** (Perishables, opened consumables, custom/made-to-order, final sale.) If yes and reason is D → decline. If yes and reason is A/B/C → escalate to ops lead; defective custom items are a gray area. 4. **Is it within the time window?** 7 calendar days from delivery for category D. Categories A/B/C have a more flexible window — defective items can be reported up to the manufacturer's warranty period, but our return-shipping coverage applies only within 30 days of delivery. 5. **Is it a B2B order?** Check the approved quote for return terms. B2B return terms in the quote override the standard policy. Escalate to the sales lead if the quote is silent on returns. 6. **Approve, decline, or escalate.** Use the appropriate template below. --- ## 4. Response templates ### Template A — Defective on arrival, approved > Hi [Name], > > Sorry to hear [item] arrived in this condition. We'll take care of this for you. > > Please reply with two clear photos: one of the defect itself, and one of the item with its packaging. Once we have those, we'll email you a prepaid return label within one business day. We'll process your full refund within 10 business days of receiving the returned item, or ship a replacement at no charge if you'd prefer — let me know which you'd like. > > Thanks, > [Ops name] > ProcureGlobal Support ### Template B — Incorrectly shipped, approved > Hi [Name], > > Apologies — that's our error. Here's what we'll do: > > A prepaid return label for the incorrect item will arrive in your inbox within one business day. Once you've handed it to the courier, we'll ship the correct [item] out the same day at no charge. If you'd rather skip the swap and have a full refund instead, just say so. > > Thanks, > [Ops name] > ProcureGlobal Support ### Template C — Damaged in transit, approved > Hi [Name], > > Sorry your [item] arrived in this condition — courier damage is frustrating and we'll make it right. > > Could you reply with photos of (1) the outer packaging as it arrived, (2) any inner packaging, and (3) the damaged item itself? We need these for the courier claim. As soon as we have them, you'll get a prepaid return label and we'll either refund you in full or ship a replacement — your choice. > > Thanks, > [Ops name] > ProcureGlobal Support ### Template D-1 — Change of mind, approved (within window, unopened) > Hi [Name], > > Happy to help with the return. Since [item] is being returned because it's no longer needed (rather than a fault on our side), return shipping is on you — couriers in Accra typically charge GHS 40–80 depending on your location. > > Please ship the item back in its original, unopened packaging to [return address]. We'll process your refund within 10 business days of receiving it. We recommend a tracked service so you can confirm delivery. > > Thanks, > [Ops name] > ProcureGlobal Support ### Template D-2 — Change of mind, declined (outside window or opened) > Hi [Name], > > Thanks for reaching out. Our return policy allows change-of-mind returns within 7 calendar days of delivery, on items that are unopened and in their original packaging. > > *[Pick the line that applies:]* > *- In your case, [item] was delivered on [date], which is more than 7 days ago, so we're unable to accept it back.* > *- In your case, the item has been opened, so we're unable to accept it back as a change-of-mind return.* > > If there's something specific about the item that isn't working as expected, please let me know — if it's defective or not what you ordered, that's a different situation and we can absolutely help. > > Thanks, > [Ops name] > ProcureGlobal Support ### Template E — Escalation acknowledgement > Hi [Name], > > Thanks for the details. This one needs a quick review by my team lead — I want to make sure we handle it correctly. You'll hear back from us within one business day. > > Thanks, > [Ops name] > ProcureGlobal Support --- ## 5. Gray areas — escalate, don't decide alone Pass to the ops lead when: - Item arrived with cosmetic defects but is functionally fine (small scratch, minor dent) and customer wants a refund - Item stopped working after some use — could be defective, could be misuse, could be wear-and-tear - Photos look ambiguous, inconsistent with the customer's story, or staged - Customer requests a return outside the 7-day window but claims they only just opened it - B2B order with no clear return terms in the approved quote - Customer is upset, threatening a chargeback, or naming a regulator - Custom / made-to-order item that the customer says is defective - Return value is above GHS 5,000 --- ## 6. Admin console mechanics (v1.0 manual workflow) For every approved return: 1. Open the order in admin. 2. Add a "Return" record with: reason category (A / B / C / D), date approved, who approved, expected return shipping cost (if we're covering it), refund vs replacement. 3. Email the customer the appropriate response template plus the courier-provided prepaid label PDF (categories A / B / C) or the return address (category D). 4. When the returned item arrives, update the Return record to `received`, inspect the item, and mark the order `returned`. 5. Issue the refund via the Paystack or ITC admin tool — always use the same processor that took the payment. 6. Update inventory: add saleable stock back; mark damaged stock for write-off and route to the disposal / clearance bin. 7. For categories A / B / C, log the courier claim with the relevant carrier (Speedaf, Bolt courier, DHL) and attach the photos the customer sent. --- ## 7. What never goes in a response - Timelines we don't control ("you'll have the refund tomorrow" — always say "within 10 business days") - Apologies that admit fault for issues we haven't verified ("yes, our courier definitely damaged it" — say "let's get this resolved") - Specifics of our courier contracts, margins, or internal cost structure - Discount offers as a substitute for refunds, without ops-lead approval - Speculation about manufacturer defects in the product line (could become a class-action exhibit; stick to the specific item in front of you) --- *This script is operational, not legal. Ghanaian counsel will redline §1 (the customer-facing policy) before launch. This script will be updated to match the final policy once counsel signs off and the window decision (7 vs 14 days) is locked.*