Return Not Collected – Customer Claims Collection Done / Refund not received for a Return which is cancelled in Clickpost

Scope

Applies to all customer contacts received via chat, email, or call where the return status shows as “Not Collected,” “Pickup Attempted,” or “Cancelled,” yet the customer insists the item was collected.

Step-by-Step Process

Step 1: Validate the Return Status 

• Open ClickPost 

• Check the latest status of the AWB or return request.

• Common statuses to note:

  • Pickup Attempted – Customer Not Available

  • Pickup Failed – Address Issue

  • Pickup Cancelled 

  • Pickup Not Done – No Response

  • Return Request Cancelled

  • Pending for Pickup

🟦 If the status shows “Not Collected” or “Cancelled”, it means the return has not been received by Brands For Less or our logistics partners haven't collected the package.

Step 2: Verify Attempts

• Review the pickup attempts and dates in ClickPost.

• If available, note the number of attempts made by courier and reasons for failure.

• Inform the customer about the attempts made and the cancellation. Explain to the customer that the collection of this return wasn't completed or occured. 

Step 3: Customer Communication

Before closing or escalating, communicate transparently with the customer.

Send messages as follows:

🗣 Chat / Email / Call Spiel Templates

🟩 Initial Response to Customer Claiming Collection

Thank you for reaching out to us.
We’ve checked our system and the courier portal, and as per the latest update, the return has not been collected yet.

We also send SMS and email notifications whenever a pickup attempt is made or fails — you might want to check if you’ve received any such messages.

To help us investigate this further, could you please share any proof or references confirming that the collection took place?

Examples of valid proof could include:

• A photo or CCTV footage showing the pickup

• A message from the courier/driver that the collection was completed

• Any pickup confirmation message you may have received

Once we receive these details, we’ll raise this to our Logistics Team for investigation.

Please allow up to 3 business days for us to come back with an update.

🟨 If Customer Provides Proof or Evidence

Create a sub-ticket in Kapture and assign it to LMT. Attach the evidence, AWB and Order ID and seek an explanation from the LMT. Await for 72 hours for the update. If the ticket was assigned to LMT for 48 hours and still there are no updates, the case shall be closed in favour of the customer. 

Thank you for sharing the information.
We’ve raised a ticket to our Logistics Team to verify the collection details with the courier partner.

We’ll get back to you within 3 business days with the update or resolution.

In the meantime, if you have any further information or contact from the courier, please feel free to share it with us.

🟥 If No Proof Provided by Customer

If there is no proof of collection, DO NOT engage further and set the correct explanation to the customer. Do not give the expectation that we would be able to take this request forward. Set the expectation that the return wasn't collected and the pickup failures, as well as cancellation (if any) notifications, were sent over email and SMS. The AWB wasn't collected, and the return wasn't received by BFL.  Empathize with the customer and set clear expectation that we never received the package/collected the items. 

Spiel : 

We completely understand your concern and we’ve double-checked with our records — unfortunately, the return was not collected as per our status.

If you can, you may also try to reach out to the person or courier representative who you believe collected the product, so you can engage with them to retrieve your package. 

Once you have any proof (like message, CCTV footage, or confirmation), please share it with us and we’ll reopen the investigation immediately.

🟦 If Courier Confirms Non-Collection (After Escalation, but the customer have proof that collection was done by the courier assigned by BFL)

Issue the refund for the items in RPU as refund without physical item as the item may have been missed by courier or transit. However, it is mandatory for the customer to provide the proof that collection happened 

CSA to assign the Ticket in Kapture to OMT to process the "refund without physical item" 

🟩 If LMT Confirms Collection (Error in System)

Process the refund immediately. Assign the ticket to OMT for processing the refund 

We’ve verified the case with our logistics team, and it appears the return was collected successfully but not updated in the system.

We’ve now initiated the refund/return process accordingly — you’ll receive an update soon once processed.

Thank you for your patience while we resolved this.

Documentation Guidelines (For CSAs)

1. Contact Notes (in Kapture)

   • Customer claims return collected –

   • ClickPost shows status . 

   • Informed customer not collected per system and requested proof (SMS/pic/confirmation). 

   • Awaiting customer response. 

2. Escalation to LMT (only if proof shared)

   • Ticket Subject: “Return Not Collected – Customer Provided Proof”

   • Attach:

     • ClickPost screenshot (status & attempts)

     • Customer’s shared proof (images, messages, etc.)

     • Inform we will await a clarity within 48 hours

3. Set Reminder for 3 Business Days in Kapture or Slack

   • Update customer once response from LMT is received.

Key Reminders for CSAs

• Always verify ClickPost status before replying.

• Never confirm collection unless the system shows “Received” or “Collected.”

• Document every attempt and customer response properly.

• Stay neutral and polite — avoid implying doubt on customer’s statement.

• Always mention “We’ll be happy to reopen the case upon receiving proof.”