Customer Credit Memo Process

Credit Memo Process for Sales Associates

• Initiate by asking the Sales agent for the specific SKU and quantity that requires a Credit Memo.
• Review all relevant notes related to the transaction.
• Verify customer eligibility for receiving a Credit Memo to ensure compliance with policies.
• Confirm if the SKU is part of a set and check all associated invoices for consistency.
• Check if the expiration date for the Credit Memo request has passed.
• Ensure that the reason for the Credit Memo aligns with company policy.
• Create the Credit Memo once all criteria are met.
• Inquire if the Sales team requires assistance in linking the Credit Memo to a new invoice.
• Document all pertinent details in the relevant invoices for future reference.

Reselection and Refund Procedures

• Review transaction notes thoroughly to understand context and details.
• Confirm the customer's eligibility for a Credit Memo.
• Check if the SKU is part of a set; verify all related invoices.
• Validate the reselection expiration date to determine if the request is timely.
• Ensure that the reason for issuing the Credit Memo fits within company policy.
• Determine if any restocking fees should be applied in accordance with the guidelines.
• Create the Credit Memo after confirming all requirements.
• Document all relevant transaction details within the involved invoices.

Restrictions and Prohibitions

• Do not apply a restocking fee for accessory items without justification.
• Avoid refunding original delivery fees as part of Credit Memo processes.
• Do not schedule a Credit Memo without linking it to a new invoice or confirming with the Customer or Sales team.
• Refrain from applying a restocking fee for mattresses under comfort guarantee policies.
• Do not issue Credit Memos for Design Packages, as these are classified as nonrefundable once purchased.

Best Practices

• Ensure the selection of the correct reason code and verify customer approval.
• Reference reason code definitions to maintain accuracy in processing.
• Provide customers with a reasonable timeframe for reselecting products based on discretion.
• Approve refunds for accessory items within a 3-day window.
• Offer approval for backordered items as needed.
• Approve multiple exchanges based on individual situational discretion.

Incoming Call Procedures for Sales Department

• Incoming calls from customers, whether in or out of the showroom, require adherence to specific guidelines during reselection processes.
• Reselection criteria include approval for In Home Service/Stain Removal and cases of non-repairable manufacturer's defects.
• The Mattress Comfort Guarantee program provides conditions for reselection eligibility.
• Policy overrides may also apply under reselection policy claims.

Actions for Sales Representatives

• Sales Associate must request customer information through messaging (Live Person).
• Feedback must be submitted for failure to use the sales task file, particularly regarding customer follow-ups on DOD/Warranty Issues.
• Comments should note the absence of credit memo requests via messaging or email task by the sales representative.

Credit Memo Creation

• Credit memos should be created following the Standard Operating Procedure outlined in article # 000001033.
• Reference the KB: Credit Memos – Approving and Writing for procedural guidelines.