Store Invoice Request
If customer provided phone number at purchase → search Reciproci by phone or ask customer to download BFL app and login with the same phone number — invoice available instantly if found.
If phone number was NOT provided → retrieve invoice from WMS or escalate to L2/TL. Collect required details from customer (Item Codes/UPC, purchase date & time, store name, total paid, item price, last 4 digits of card (if available), bank SMS of transaction (if available)).
Share invoice only within return period: 14 days for GCC and Lebanon, 30 days for Singapore & Malaysia. Invoices older than 6 months are not stored and cannot be provided.
Always explain that the invoice is for reference only and does not guarantee return approval — returns are subject to store policy and return period.
Reciproci: Primary lookup when phone number provided at purchase. All CSAs can search by phone number.
BFL App: Customers who register/login using the same phone number can download invoices themselves.
WMS: Accessible by TLs and L2. CSAs may request from TL/L2.
L2 / Team Leader (TL): Has access to WMS / PowerBi and can retrieve invoices when invoice doesn't exist in Reciproci.
Invoices can only be provided if the purchase occurred within 6 months.
Invoice requests beyond 6 months: politely inform customer that invoices older than 6 months are not retained and cannot be shared.
Invoice sharing is permitted only if the request is within the store return period:
14 days — GCC countries and Lebanon
30 days — Singapore & Malaysia
If request is beyond store return period, customer may still request invoice for other purposes (e.g., reimbursement). In such cases, provide invoice only as a reference (if within 6 months) and clearly state it is not an approval for return.
Collect the following details before proceeding to WMS/L2 lookup:
Item Codes / UPCs for each item (preferred)
Date of purchase (exact date if possible)
Total paid amount or invoice amount
Last 4 digits of card used for payment (if card used)
Any bank SMS/transaction screenshot related to the payment (if available)
Store name where purchase was made
Time of purchase (approximate time of day)
If any of the above are missing, ask customer to provide as many as possible — the more details provided, the faster the lookup.
Ask the customer to confirm the phone number used at purchase.
Search Reciproci using the phone number.
If invoice found: share immediately via chat or email. Use the invoice email template.
If invoice not found in Reciproci: proceed to Scenario B.
Request the required details listed above (Item Codes/UPC, date, total amount, last 4 digits, bank SMS, store name, time).
Confirm the request is within 6 months and within store return period (or clarify purpose if outside return period).
Ask TL / L2 to retrieve invoice from WMS (attach collected customer details).
TL / L2 will confirm if invoice is available and send back to CSA.
If invoice is available, share with customer using the email template and explain next steps.
If invoice not found, inform customer and provide the reason
Timing:
If invoice is available in Reciproci: share immediately.
If you can access WMS and get it, provide immediately
If lookup requires WMS/L2: inform customer you will share within 24 hours. Create a follow up and share the invoice within the time line
Use the following scripts exactly or adapt slightly to the conversation tone while keeping the core messaging intact.
Thank you — I can check that for you. Could you please confirm the phone number used during purchase? I’ll search our system and share the invoice right away if it’s available.
(If invoice found) I’ve located your invoice. I’m sending it to your email/chat now for your reference. Please note this invoice is provided for reference only and does not automatically approve a return — return eligibility depends on the store policy and return period.
(If not found) I couldn’t find the invoice using the phone number. Could you please provide the item codes (UPC), purchase date, total paid amount, last 4 digits of the card used, and the store name/time? I will raise a request and will share it within 24 hours.
When sending a request to the store or informing them of a customer visit, include:
Customer name & contact number
InvoiceID (if available)
List of item UPCs being returned
Note: Customer is returning items for refund. Please receive items, inspect condition, and confirm by email that items are received and are eligible per return policy.
Ask store to confirm receipt and item condition so that the refund team can proceed.
TL / L2 should search WMS or Power Bi using the details provided (item UPCs, date, amount, last 4 digits, transaction reference, store).
If invoice exists, attach it to the CSA response and mark the case as ‘Invoice Provided’.
If not found, provide the CSA with the lookup results and share the reason.
TL / L2 must respond within 24 hours of the request. If additional time is needed, advise the CSA and customer with expected timelines.
Subject: Your Store Invoice — Order/Return Reference
Dear [Customer Name],
Assalamu Alaikum,
Thank you for contacting Brands For Less. Please find attached the store invoice you requested for your recent purchase.
A few important notes:
• This invoice is provided for reference only and is not an approval for return. Return eligibility remains subject to the store’s return policy and the return period.
If you are returning the items, please bring them in the condition it was sold (with packages, tag, etc.) and the store team will inspect them. Once the store confirms receipt and eligibility, our team will process the refund per store policy.
If you have any questions, please reply to this email or contact us via chat/call.
If the customer requests the invoice for other purposes (e.g., reimbursement, insurance), you may provide the invoice if it is within the 6-month retention period. However, clearly state:
This invoice is for reference only and does not grant return approval. Returns beyond the store policy/timeframe cannot be processed as normal returns.
Ask the customer to explain the purpose so we can add a short note if needed (e.g., "Invoice provided for reimbursement submission").
Use the email template above but add a line clarifying the purpose and reiterating this is not a return approval.
Inform the customer promptly and apologize for the inconvenience.
Offer alternative proof where possible (transaction reference, refund references, delivery/packing slips) and explain next steps, if any.
If no evidence exists, advise that we cannot retrieve the invoice and suggest other options (proof of purchase via bank statement showing transaction, or store manager confirmation if possible).
Always confirm the customer’s identity by verifying the phone number and/or last 4 digits of the card before sharing any invoice.
Never share employee personal details or store internal notes.
Ensure all communications are logged in Kapture with the request details and the name of the TL/L2 who assisted.