→How to process Bunnings refund (CSO)

There are 2 different types of refunds:

• CSO refunds which are orders returned by customers.
• CRC refunds are refunds returned by Bunnings.

How CSO differ from CRC:

• CSO is Customer Special Order which are items that are on the website only.
• CRC is live items in store.

Purpose:

The purpose is to collect/test items and give feedbacks to Bunnings if the refund is acceptable or not.

The process is as follow:

Bunnings email credit claim (CI) to accounts email advising that a new credit claim has been delivered to your inbox. The CI can be accessed in Bunnings Connect. the following needs to be done:

1. Accounts create a ticket in HubSpot (HS) and assign the ticket to Support (Gina). The ticket should be under refunds pipeline under Awaiting pick up.
2. Support to call the store special order desk to obtain the store email address. Create a consignment note with Star track for the pick-up and then call the store to arrange pick up.
3. Always have CI number as a reference on the consignment note and always deliver to St Kilda’s Office.
4. Once the item is received at the office, DDL will test the item and update in HS so the case can be removed to the appropriate column in the refunds pipeline.