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Times it is OK to replace OTK/Incentive items

Each scenario that comes across our desk is unique. There is plenty of grey area that comes with gear reorders. We try to stick to the return/refund policy as much as possible, however, there are times when we will make exceptions on refunds & reorders. 

 

Scenarios- 

 

1. Participant selected Youth instead of Adult-

  • Process- we hold firm that we will not replace the item free of charge or refund since the item sent is the item that was selected. 
  • Occasions we would resend or refund- 
    • Customer threatens to escalate the issue to the board/district/school- this could result in us getting locked out & not worth the cost of the one item
    • Customer says they will just submit a chargeback- this results in an additional $20 fee that Snap! covers for chargebacks. 

 

2. Customer wants a refund on a purchase that's too far along in production- 

  • Process- we hold firm that it is too late to refund the purchase since the item is already customized. 
    • Provide them with evidence that their receipt + our FAQ says all refunds must occur while campaign is still active 
  • Occasion we would refund- 
    • Customer threatens to escalate the issue to the board/district/school- this could result in us getting locked out & not worth the cost of the one item
    • Customer says they will just submit a chargeback- this results in an additional $20 fee that Snap! covers for chargebacks. 

 

3. Report missing or incorrect items after 60 days- 

  • Process- we hold firm that it is too late to refund the purchase since the item is already customized. 
  • Occasions we would resend item- 
    • If the parent/purchaser has been trying to reach out to the GL/MDM/AM for updates on the item with no response - we do not want to punish the participant/purchaser 
    • Customer threatens to escalate the issue to the board/district/school- this could result in us getting locked out & not worth the cost of the one item
    • Customer says they will just submit a chargeback- this results in an additional $20 fee that Snap! covers for chargebacks. 

 

4. Tech issues/platform errors 

  • Process- take each case one at a time and review with the direct manager
    • If the error falls on the platform or occurs due to a bug- replace the item free of charge 
        • Please review with manager if you come across a possible error in the order due to a platform error. Never promise reorder until confirming. 

 

5. MDM complains after we tell them "no" to reorder 

  • Process - hold to the process that their request is outside of our policy and we will not be replacing the item 
  • If they continue to argue- 
    • Escalate to your manager 
    • Often times they will loop in their RSE/GM for approval of reorder. 
      • No where is this written as a process- but if a GM approves of a reorder & snap! covering the cost, support will place the reorder.