For Amazon customers, handling returns is slightly different than our PhonePartsUSA counterpart. Each email must be handled individually, however, the issues you encounter will generally fall into two categories. For every battery order, please ensure that the return is within the 60 day return period. The return period starts the day they receive the product. Occasionally you will receive messages from out of warranty returns. Let them know that the battery is out of warranty and we will not be able to process a return.
Customer bought the wrong item or ordered by mistake
In this case, the response is easy. You will let the customer know that we can accept the return, and they will have to ship it back to our address. As soon as we receive it, we will process a refund for them. You will have to create an RMA with the specific reason for why the customer requested the return. Step by Step:
1. Create an RMA for the order
2. Respond to the customer, letting them know that they will receive a refund as soon as we receive the item back to our warehouse. Give them our address (5145 S Arville St STE A, Las Vegas NV, 89118)
3. Inform the customer of the RMA number, and have them mark it somewhere on the box so that when we receive it, we know what the package is for.
4. Once we receive it, we process it as any other return, after QC completes it, we process a refund.
Customer has a defective item
These returns are slightly trickier. In order to process a refund or replacement for these items, we will have to receive the defective item back to our warehouse. As per Amazon policies, we will have to provide a return label for the customer to return the product to us. Typically we want to find out how or why the product is defective. Many times, a customer will contact us stating that a battery doesn't charge to 100%. In this case, please refer to the "Battery only charges to a certain percentage" solution article for a response to those questions. If this is not the case, we will have to continue with the return as per Amazon guidelines. Before creating the RMA, it is essential to know why the battery is defective, as we can fill in that information in our RMA program. Step by step:
1. Create an RMA for the order
2. Have a return label created to attach to your response
3. Respond to the customer, stating that as soon as we receive the product, we will process a refund or replacement.
4. Process it as any other return, after QC completes it.
In these cases, we offer the option to have a replacement sent, or a refund. Always make sure to ask the customer which they would prefer. If they do not answer, the default process is for a refund.