Complete guide to customer return collections, including booking procedures, failed collection protocols, and return processing timelines.

Quick Links

• Return Booking and Collection
• Failed Collection Management
• Collection Protocol
• Return Processing and QA
• Return Delivery to Client

Return Booking and Collection

Return collections are scheduled based on submission time and location type, with specific protocols for different address categories. Orders must be in "Ready for Collection" state.

Standard Collection Timeline

• Next day collection: Return orders submitted before 12:00 AM are collected the following day
• Remote areas: Collection attempts scheduled for the following Thursday or Sunday, whichever is earliest
• Non-serviceable areas: Free zones and restricted areas will not be attempted

Office Address Collections

• Weekend bookings: Orders marked ready between Friday 12:00 AM and Saturday 11:59 PM are collected on the following Monday
• Weekday bookings: Orders marked ready from Sunday 12:00 AM to Thursday 11:59 PM are collected the following day

Failed Collection Management

Failed return collections follow a three-attempt protocol with customer communication at each stage.

First Attempt Failure

• Standard reattempt: Failed collections are reattempted in the next dispatch window
• Customer cancellation protocol: When customers cancel return requests during collection

Customer Cancellation Process

1. Order hold: Order placed on hold immediately
2. WhatsApp verification: Customer support contacts customer via WhatsApp to verify cancellation
3. 24-hour response window: Customer has 24 hours to respond via WhatsApp
4. Phone follow-up: Direct call made if no WhatsApp response received
5. Client notification: Client informed of status for final decision if customer remains unresponsive

Second Attempt Failure

• On-hold status: Order placed on hold for customer communication
• WhatsApp contact: Customer support reaches out to confirm reattempt preference
• Response timeline: 24-hour WhatsApp response period, followed by phone call if needed
• Decision outcomes: Order cancelled, confirmed for cancellation, or approved for third attempt

Third Attempt (Final)

• Confirmation required: Third attempt only proceeds with customer or client confirmation
• Collection window: Attempted in next applicable dispatch window
• Final failure: Order automatically cancelled after failed third attempt
• Client notification: Immediate communication of final cancellation

Collection Protocol

Standardized procedures ensure secure collection and documentation of return orders.

Collection Process

1. Order acceptance: Courier accepts return package as presented by customer
2. Secure packaging: Items placed in Quiqup pouch (when size permits) and sealed
3. No inspection: Couriers do not verify package contents during collection
4. Proof of collection: Courier uploads collection confirmation photo

Important: Package contents are assumed to match client expectations based on customer handover.

Return Processing and QA

All return orders undergo processing and quality assurance before delivery to clients.

For Fulfillment Clients

• Quality assurance required: All returns undergo comprehensive QA/QC inspection
• Detailed process: Review our complete Returns QA/QC Guide for inspection procedures
• Processing timeline: QA inspection within 24 hours of receiving at the warehouse

Return Delivery to Client

Processed returns are delivered back to specified client locations following standard delivery protocols.

Standard Return Timeline

• Next dispatch delivery: Returns delivered in the following dispatch window after warehouse processing
• Weekend office addresses: Deliveries to office locations may be delayed until next business day
• Remote locations: Extended delivery timeline applies to remote client addresses

Free Zone Returns

• Gate pass requirement: Client must issue return gate pass before delivery attempt
• Access authorization: Gate pass grants Quiqup courier access to free zone for return delivery
• Processing delay: Returns held until proper gate pass documentation received

Result: This comprehensive return process ensures successful collection and delivery of customer returns while maintaining quality standards and clear communication throughout.