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How do I process a mitigation offer to prevent a customer return?

Step-by-step instructions for applying a mitigation discount to allow a customer to keep an item instead of returning it.

For most returns, our goal is to first attempt mitigation before processing the return.

  • Standard Offer: Begin by offering the customer a 10% discount to keep the item.

  • Higher Discount Requests: If the customer is open to keeping the item for a discount greater than 10%, please escalate to leadership for approval before making the offer.

Discount Process:

  1. In UC, enter the Return Order number, view order details, edit the item, select "Cancelled Mitigation Offer" under Resolution Code, and save.
  2. Cancel the Return Order using the original order number and save.
  3. In the original order, go to the item, edit it, select "YES" for final sale and "NO" for in return window, and save.
  4. Apply the discount to the item order, not the entire order.
  5. Create a refund, add order notes, copy and paste the SKU code, enter the refund total, and save.
  6. After the refund order is created, navigate to the Actions menu and select "Release Payment" to initiate the return of funds to the customer.

Communication Tip

When a customer wants to return an item, your goal is to explore options that make keeping it a win for them. A warm, solution-focused tone builds trust and increases the chance they’ll say yes.

Example approach:

  1. Acknowledge & validate:
    “I understand it’s not quite what you expected. Let’s see if we can find a way to make it work for you.”

  2. Present the options clearly:
    “I can offer you two options that might make keeping the item worthwhile: a discount off this order, or a credit toward a future purchase.”

  3. Highlight the benefit:
    “That way, you save money and avoid the hassle of shipping it back.”

  4. Invite them to choose:
    “Would you prefer a discount on this order, or a credit toward your next one?”

Pro Tip:
Present the offer with confidence—customers are more likely to accept when they feel you’re giving them something of genuine value.