How to Handle Intake & Triage
What is it?
'Intake' is receiving the customer's initial return request (usually via email or a portal). 'Triage' is the 5-minute process of diagnosing the problem and deciding which 'path' it needs to go down (e.g., Defect Path, Sizing Path).Why is it important?
A fast, professional first response calms an unhappy customer and shows you're in control. A good triage process prevents you from, for example, asking a customer to mail back a broken mug that should just be replaced for free.Your 3-Step Triage Checklist
- Verify the Order: Get the order number. Is this person a real customer? Is their request within your 30-day time window?
- Diagnose the 'Why': Is this a defect, a sizing issue, or buyer's remorse? If it's a defect, your immediate reply must be: 'I'm so sorry, please send me a photo of the issue so I can fix this.'
- Choose the Path: Based on the 'why' and your policy, decide the next step. (e.g., 'Path 1: Submit defect claim to provider', 'Path 2: Send customer return address for exchange').
Beginner Pitfall to Avoid
Don't promise a solution before you have the facts. A common mistake is saying 'Sure, send it back!' before realizing it's a defective item that your provider would have replaced for free, without a return. Always get the 'why' and the 'photo' (if defective) first.
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Curriculum: 3.1.2 - The Return Merchandise Authorization (RMA) Workflow (Difficulty: Advanced | Path: Scale)
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