Changes to the Returns Guarantee and Process To bring us in line with the high street and other online retailers we are making a change to the customer guarantee. What? We are changing the customer guarantee period from 90 days to 28 days. When? The new guarantee period comes into effect from Brochure 10 2014. We will be notifying customers of the upcoming change in Brochure 9. The customer order slip will be changed during March to advise customers that there will be a change to the guarantee period. So please do not stockpile these and make sure you use the new ones with Brochure 10. Customers will still be able to try products and return them if they are not completely happy – which remains a big win, compared with competitors, particularly in terms of cosmetics and jewellery, - they just have to get them back to you within 28 days. We know that 85% of credit claims are made within 28 days already but you may want to share this change with your customers so they can get the items back to you in time. To make it as easy as possible, and prevent confusion on what items you can return, the website will only show the invoices that you are eligible to claim credit for returned items . We have considered money maker products and will allow 28 days from the time you were charged for the products, and not from the time you have received the money maker items. It is only the invoices on the Credit and Replacement screen that will be limited to reflect what can be returned. You will still be able to see your last six campaigns information on the Order History screen. Christmas and Gift Items We know Christmas is a long way off but we want you to know that we will extend the period that you have to return items at this time of year. A reminder will be shared nearer the time. First Look Clearance Items From First Look 10, you will no longer be able to return items from the Clearance pages. As the ordering instructions, indicate these products are not for resale so you should not need to return them. Dont forget that we may supply an alternative product if we run out of stock; however you can opt out of this by entering product code 82404 when placing your order. Again, this information is printed in First Look under the section headed Stock Availability. Dont worry faulty items can be returned if they are outside the new 28 day guarantee or if you have purchased them through the Clearance section of First Look, but you will need to do this by calling the Sales Service Centre on your usual number. We have created the below FAQs to ensure you understand these changes. Frequently Asked Questions When should I request a replacement rather than claim credit? You can request a replacement for a product of the same value invoiced within the last two campaigns. If it is longer than this, or if the replacement is of a higher value, then you should request credit and re-order. What should I do if a customer asks to return something outside of the 28 day guarantee? What is changing with Avon Clearance? How do you claim for a faulty item outside of the 28 days? How many invoices will I see, I currently see six campaigns worth? How many days of invoices will I see? How do I return Money Maker items? What if a customer orders from Brochure 9 when I place my Campaign 10 order? What about Christmas items bought in Campaign 16 and Campaign 17; they may fall out of the 28 day guarantee? A customer wants to return a product outside of the time limit of the guarantee – what do I do? What should I do if I have been recharged? Where will I find the details to claim credit for a product that has been supplied late? How can I claim a credit when an alternative product has been supplied? The available quantity has been reduced but I cant see the credit on my invoice – what should I do? Why do some packs ask for all items to be returned and others can be returned item by item?
Posted on: Wed, 12 Mar 2014 09:05:07 +0000
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