📦 RTS (Returned to Sender) – Fair Resolution Options

First: Define When RTS Applies
RTS applies when an order is returned to us due to:

• Incorrect / incomplete address entered by the customer
• Customer unavailable for signature or delivery
• Failure to collect from post office / carrier hold
• Delivery refused by recipient

(Excludes carrier error — handled separately.)

Option 1: Reship the Order (Most Common)
Best when the customer still wants the item.
Customer pays:

• Reshipping fee (standard shipping rate or discounted rate)

Ellie Grace covers:

• No additional product cost
• No penalty markup

Conditions:

• Customer must confirm correct address
• Address change must be reviewed by CS

How to phrase it:

“We can reship your order without waiting for the return to get back to us. A reshipping fee will apply to cover the new delivery.”

✔ Fair
✔ Industry standard
✔ Protects margin

Option 2: Refund Minus Shipping & Handling
Best when the customer no longer wants the order.
Refund includes:

• Product value minus:
  • Original shipping cost
  • RTS handling fee (if applicable)

Notes:

• For customised orders, refund may be partial or store credit only (see below)

How to phrase it:

“Once the order is returned to us, we can process a refund minus the original shipping and handling costs.”

✔ Fair
✔ Transparent
✔ Encourages customers to double-check addresses

Option 3: Store Credit (Goodwill Option)
Best for borderline cases or good customers.
Offer:

• Store credit for product value
• Shipping excluded

Use this when:

• First-time RTS
• Long-time customer
• Customer is polite and cooperative

✔ Preserves future revenue
✔ De-escalates frustration

🧠 Special Rules (Very Important)

🔒 Customised / Personalised Orders

Because customised orders cannot be resold:
Recommended policy:

• No refunds on customised items due to RTS
• Offer:
  • Reship (customer pays shipping), OR
  • Store credit minus shipping

Phrase clearly:

“As this was a personalised order, we’re unable to refund the item itself, but we can reship it or offer store credit.”

This is reasonable and defensible.

🚚 Carrier Error (Exception)

If RTS is due to:

• Carrier scanning error
• Incorrect carrier routing
• Delivery attempt not actually made

Then:

• Reship at no cost, or
• Full refund

This keeps you fair and credible.
🛑 What You Should NOT Do

• ❌ Full refund + free reship (creates abuse)
• ❌ Blame the customer emotionally
• ❌ Inconsistent handling between agents
• ❌ Long back-and-forth before offering options

📜 Recommended RTS Policy (Short, Public-Facing)

You may want this on your Help Centre:

If an order is returned to us due to an incorrect address or missed delivery, we can reship the order once it is received back, with a reshipping fee applied. Alternatively, a refund (excluding shipping costs) may be offered. Customised items are not eligible for refunds due to return-to-sender.

🔧 Internal Rule for CS / AI (Highly Recommended)

RTS tickets should always include:

• RTS reason (address / missed delivery)
• Order type (custom vs standard)
• Resolution chosen
• Fee charged (if any)

This makes reporting clean and prevents future disputes.