When a customer returns an item and requests a refund to their card for a purchase made through instalment services (viz.Tabby or Tamara), please adhere to the following workflow:

Refund Routing: Once the refund is completed from our side, the funds are automatically directed to TABBY or Tamara (depending on the service used by the customer), not directly to the customer's bank card. Once we process the refund from our side, the timeline depends on TABBY or Tamara’s internal processing. We recommend reaching out to them for exact timelines.

Customer Action: The customer must contact the respective customer care team (TABBY or Tamara) directly to follow up on the status of their refund and its reflection in their account. Once the refund is processed, we are unable to track it further, as it is handled by TABBY or Tamara. If the refund is claimed to be not received by any of these vendors (Tabby or Tamara), the customer need to contact them via email and get an email confirmation from these vendors (viz.Tabby or Tamara) that no refund was received from Brands For Less for the respective return/amount. Only with this email from Tabby / Tamara, our finance team / Order Management Team can raise any dispute or enquiry with the vendor for such a missing refund 

Reference Details: Please be aware that we do not have ARNs (Acquirer Reference Numbers) available for TABBY or Tamara refunds. Kindly ensure this information is communicated clearly to customers to manage their expectations and guide them toward the correct support channels.   

1. Is VAT Refund available at Brands For Less?

• UAE & KSA:
  VAT Refund is available only at stores registered under the official Tax-Free Scheme.

• Other Regions:
  Availability is not standardized. Customers must confirm with the specific store they plan to visit.

2. What should the CSA do when a customer asks about Tax Refund availability?

Mandatory Steps:

1. Do NOT assume availability
2. Check with the specific store the customer intends to visit
3. Use Microsoft Teams to connect with store staff
4. Confirm if the store is:
   • Registered for Tax Refund
   • Actively issuing Tax-Free forms

Post Verification:

• Call back the customer with confirmed information
• Ensure closure of the query only after callback

Important:
Callback is mandatory — no open-ended responses

3. What should CSAs inform customers about the VAT Refund process?

If the store is confirmed as Tax-Free registered, share the below process to the customer:

Standard Process :

1. Shop at Participating Store
   • Customer must ensure the store is part of the Tax-Free scheme
2. Request Tax-Free Form at Purchase
   • Passport required
3. Minimum Spend (KSA Specific)
   • Minimum: SAR/AED 500 (or any currency)
   • Same-day receipts from same retailer can be combined
4. Airport Verification (Before Check-in)
   • Visit Tax Refund kiosk / counter (e.g., Global Blue, Green Planet etc.)
5. Scan & Validate
   • Passport + Tax-Free documents
   • Items must be unused and available for inspection
6. Refund Collection
   • Via card or cash (as per country customs and vendor policy)

4. Important Guidelines to Communicate

CSAs must clearly inform customers:

• Refund is handled by third-party operators, not Brands For Less. Any complaints of refund shall be raised to the authority
• Items may be physically inspected at the airport
• Refund timelines depend on the provider
• Cash refund limits apply (ask customer to check it in the respective countries customs portal)
• Some terminals may have cash refund restrictions

5. What if the customer is traveling from other countries?

• Inform the customer that:
  • They must confirm Tax Refund availability at the specific store
  • If confirmed, same process applies

CSA Responsibility:

• Offer to check with the store
• Ensure callback after verification

For Expedited Delivery Requests

When a customer contacts us requesting to expedite their order and the promised delivery date has not yet been reached, CSAs should inform the customer that we can raise an expedite request on their behalf. However, it must be clearly communicated that this is not a guarantee of faster delivery, as it depends on multiple operational factors such as courier availability, delivery bandwidth, and serviceability of the delivery area.

If the customer has placed order to the store or pickup point, inform the customer that a faster delivery would be available if the customer chooses home delivery and expediting a store / collection point order is not possible as the same is transferred in batches along with multiple packages.

In parallel, customers should be educated about the Express Delivery option, which is available only for Dubai orders & Kuwait & Qatar (tentatively starting Feb end 2026) and must be selected at the time of placing the order.

CSA Spiel (Added in Canned Response)

Thank you for reaching out. I will go ahead and raise an expedite request for your order from our end. Please note that while we’ll do our best, expedited delivery cannot be guaranteed as it depends on factors such as courier availability, delivery bandwidth, and your delivery location. For future orders within Dubai, you may also choose our Express Delivery option at checkout, which allows for same-day or next-day delivery based on the time the order is placed.

Q: What is required from the customer if the order status is “Under Customs Clearance”?

A: The courier may have requested customer documents.
Customer must submit:

• Passport, or

• IQAMA, or

• National ID
  They may receive a link from BFL or courier to upload these documents.
  CSAs must ask for these documents and share these documents with LMT via Kapture ticket.

• 
  

Q : Customer wants to cancel an order that has already reached the store or on it's way to the store 

A: The store cannot cancel the order directly.  They can only return the item back (RTO – Return to Origin).
Once the store initiates RTO and the item returns, the refund will be processed within 3 business days. 
If the refund needs to be processed immediately, CSA shall create the ticket to OMT asking for an immediate refund.

Can the customer cancel only one item from the order after it has been handed to the store?

A: No, partial cancellation is not possible at this stage.
However, the customer may:

• Visit the store

• Collect the full order (marked as delivered)

• Immediately return the unwanted items at the store
  The store will process the return of the selected items.

Q: Customer receives “Mobile number already exists in another account.” What should they do?

A: This means the number is linked to another account of the customer. They have two options:

Option 1: Access the existing account 

• Enter the potential email ID which may have used for creating the account (the usual or most used email IDs of the customer)

• If the account exist, customer can Reset password using the email linked to the account

• During login, the app will send password reset link the email entered and customer can set new password and access

Option 2: Create/login with new email

• Logout from the app

• Click Register/Login

• Enter new email → Next

• Enter name & phone number

• App will detect the number is used elsewhere → Ask to change → Continue and verify via OTP

Q: While placing an order, customer is asked to enter a “OTP.” Why?

A: This is not from BFL.
It is from the customer’s bank, and can be:

• An OTP, or

• The CVV of the card

• This is part of the bank’s security authentication. We don't have any control of it. If customer didn't receive the bank OTP, please advise customer to contact the bank

Why does the customer see “Too many verification attempts" 

A: This appears when the customer tries to use:

• A new address or

• A new mobile number not used previously.
  If the default saved number is used, this error will not appear.

Please ask the customer to wait for an hour and try again

• Free delivery is applicable for local KSA orders above 200 SAR

• If the order includes Global items (shipped from UAE), a global shipping fee will always apply regardless of order total. This fee goes to the courier and is unavoidable.
  

Q: Can non-returnable items be returned if the size is wrong but unused?

A:
Not normally. This is a rare and extreme exception, not standard practice.
Explain kindly that:

• Non-returnable items are non-returnable to protect hygiene and fairness

• Customers can be assured no one has tried or used such items before

If an exception is granted:

• Only store return is allowed

• Store must perform a full inspection before accepting the item

• CSA must email the store instructing them to inspect thoroughly

Does the customer receive a notification when their order arrives at the store?

A: Yes. When the item reaches the store, the customer receives an SMS notification.
If a customer claims they did not receive any notification and the app did not update, trigger the SMS OTP from Panel

Can we stop sending marketing emails & WhatsApp messages to a customer upon request?

Short Answer:

No — we cannot manually stop sending emails or WhatsApp messages from our side. Customers can unsubscribe directly from their own email inbox or WhatsApp.

Detailed Answer:

If a customer requests that we stop sending emails, kindly inform them that:

• We cannot disable email notifications from our end.

• Customers have full control and can unsubscribe from our emails directly through their mailbox (e.g., Gmail, Outlook, Yahoo).

• They simply need to click “Unsubscribe”  at the bottom of any marketing email they receive from us.

If a Customer wants to stop receiving WhatsApp ads or Campaign Notifications , they simply have to reply “STOP” to the WhatsApp message received (Like below) 

Important Note to Communicate to the Customer:

If they unsubscribe, they will also stop receiving important transactional emails, including:

• Order confirmation

• Refund processed

• Delivery updates (e.g., out for delivery, delivered)

• Return status

• Password resets or security alerts (if applicable)

Advise them to proceed only if they are comfortable missing these essential updates.

If the customer claims even after unsubscribing to emails and WhatsApp, they are still receiving notifications, escalate to L2 with the complete email address and customer mobile number

Handling Queries Related to Marketing Campaigns 

Which campaign-related queries should be escalated to L2?

All queries that require:

• Verification of marketing campaign eligibility

• Validation of winners list (giveaways, raffles, daily draws, contests, etc.)

• Prize fulfillment follow-up (delayed gifts, vouchers, reward points)

• Issues with promotional codes that are tied to a specific campaign

• Any inquiry where the Customer Service team does not have visibility (e.g., winners not yet synced to system)

What to collect before escalating voucher/promo code issues?

For vouchers not working or not received, request the following from customers:

✔ Voucher/promo code screenshot

✔ Error message screenshot while applying the code

✔ Where/How they received the code

(App notification, email, SMS, social media, influencer, etc.)

✔ Customer email address or registered mobile number

✔ Order number (if relevant to eligibility)

✔ Region/Country of purchase attempt

What is the difference between a Store Credit Note and an Online Credit Note?

Important Notes

• Both types of Credit Notes have validity limits, which vary by country

• Unused/expired Credit Notes cannot be refunded, extended, or reissued

• CN usage and balance availability are based on transaction location (online vs store)

Can customer create a return themselves using the app?

Yes! Customers in the below countries can directly create a return request through the Brands For Less app via their account:
UAE, KSA, Kuwait, Qatar, Singapore, Lebanon, and Malaysia

Just follow these steps:

1. Go to My Orders

2. Select the item(s) you want to return

3. Submit your return request

Our logistics partner will pick it up as per eligibility.

Which countries do not support app-based return creation?

Currently, Bahrain, Oman, and India do not support self-created returns in the app.

Customers in Bahrain and Oman have two options:

1. Contact Brands For Less Customer Service — we will create the return on your behalf

2. Visit the nearest Brands For Less store and return the item directly

Tabby & Tamara Payments

Where can I use Tabby and Tamara?

What is the minimum purchase amount to use Tabby or Tamara?

How do refunds work for orders paid using Tabby or Tamara?

When a refund is processed:

• The refunded amount is sent directly back to Tabby/Tamara, not to the customer’s personal bank/card.

• Customers can track the refund status by logging into their Tabby/Tamara account.

• Since the refund returns to the payment platform, no ARN (Acquirer Reference Number) will be provided.

How will the refunded amount be adjusted?

This depends on the installment status at the time of refund:

Adjustment rules may vary slightly depending on Tabby/Tamara’s platform policy. Customers can view details in their respective account dashboards.

Refund not reflected yet — what should I do?

1. First, check refund status in the Tabby/Tamara customer account page

2. If still not visible, contact Tabby or Tamara Customer Support directly

3. If they confirm the refund hasn’t been received — contact Brands For Less Customer Service
   → We will coordinate with our payment partner (OMT) to check refund status

Do I need to continue paying installments while waiting for refund?

Yes — unless Tabby/Tamara has already adjusted the installments  → The customer must follow the Tabby/Tamara payment schedule until changes reflect on their account.

No, once a return is created by the customer, the refund will be processed to the payment method they selected. Neither CS nor the system can override this choice.

• If the item has already been collected by the courier, changing the refund method is not possible.

• If the item has not been collected, the CSA can either:

  1. Cancel the existing return and create a new one with the desired refund method, or

  2. Ask the customer to return the item at a store and receive the refund via their preferred method.

Returns can only be made in the same country of purchase, as our system doesn’t support transactions across different currencies. Any purchase (from the Store or from Online) should be returned in the same country as the return processing doesn't work outside of the country of purchase.