Limitation Log

Step by step refresher

 What is the limitation log?

The Limitations log is for orders and refund/ appeasement types that need
additional research and steps. For this reason, the following will still need
to be logged and processed by the administrative team.
What can be logged in the limitations log?

Global E Orders

Credits Over $300

Price Adjustments/ BOGO

STS/ Click and Collect

BOPIS
 Global E Orders

 Missing Items
 Lost packages
 Shipping refunds
 Appeasements
 Wrong items
 Damaged/Defective items
 Any qualified and approved refund request for GE Orders.
Global-E note:

 Global-E order refunds must be logged on the limitations log as they cannot
be processed through OMS. Admin will have to review the refund request
along with the appropriate notes, according to the procedure, to refund
through the Global-E portal.

 Remember: if notes are required and admin does not find them, the refund
won't be processed.
 Credits Over $300

 Lost Packages
 Missing Items
 Leadership Exception (Claims
that are Approved by
Leadership)
 Any request over $300
 Important: Remember to leave
proper notes, containing all
necessary information as well
as the lead approving the
exception (If applicable), admin
will review and process
according to this information
Price adjustments/ Bogo

 Tax Exempt 
 will include any adjustment that
cannot be performed on OMS and
requires Leadership approval.
 Important: Remember to leave
notes explaining the situation, as Buy One
admin team will review.
Get One
Free!
 STS/ Click and Collect
 Shipped – Not scanned by Store (Past 7
business days)
 Ready for Pickup – Past 10 days with no
Refund
 Returned to DC or Lost
 Customer Pickup – Customer states they
did not pick up
 Ship to Store on Error
 Damaged/Defective items
 Wrong items
 Missing Items
 Any STS/CAC refund request

Reminder! That these scenarios are only logged if the customer no

longer wants the order.
 BOPIS
 Packed, Ready for Pickup – Past time
frame 
 Ready for Pickup – Past 5 Business
Days with no Refund.
 Fulfilled (picked up) Customer States
they did not pick up
 Returned to Store
 Damaged/Defective items
 Wrong items
 Don’t log if not past time frame even
when wrong state, admin will decline
the refund.

Reminder! That these scenarios are only logged if the customer

no longer wants the order.
BOPIS / Store Related

Missing Items:  Wrong / Defective Items:

 Notes should include the item  Under 15$:
name or number   Follow request picture
procedure
 Only log in limitations if under $25
 Over $15:
 Over $25 Affidavit will be needed  Agent will need to assist with
along with the appropriate notes processing a return for the
for missing items. item.
Missing items / Lost package
(3rd annual claim or more)
 Remember to include all important
information on your disposition
notes, admin team will review and
accept based on this.
 E.G: Package condition, items
amount, refund reason, item
description/name/code, exception
number, etc..
 Review the appropriate policy to
determine the specific information
required for each case.

Important! When logged for 3rd annual claim or

more, the timeframe can take 5-7 business
days for a response. 
How to create a Limitation log entry?

Click on the limitations tab

in Service Console
You must fill out all the slots and make sure all information
matches with customer order.

• Type
• Order Number
• Request Reason
• Transaction Type
• Country
• Amount

All logs created

can take 48 BH
for review!

Important! When logging the

amount, we will only log the
requested amount!
How to search for Limitations already
created?
Click on the drop down arrow to select and
search for previous limitations logged.
Search by customer
order number
IMPORTANT

 Admin team reviews each case and approves based on the situation and
the information it requires. Let's make sure we're following the correct process, we
have a valid reason for the log, and all the important information is provided for
the approval, if you're logging for an exception, include the name of the lead
who approved it.
 Review and follow policies, if you're not following the appropriate process
the claim will get denied, this could lead to an escalation.
 If customers need to send pictures, we must explain to them how as well as the
requirements we have for the claim, such as the picture specifications, the email
address they have to send it to, and the time they have to do it.
 If Admin reviews the claim and any of the information is missing it will get denied.
Top reasons when a refund will not be
submitted

 The customer has reported they received their package/ tracking shows
delivered after lost package was reported
 Customer reached max amount of lost package claims
 Shipping address cannot be verified
 Reported past the 30-day time frame
 Shipped to a 3rd party carrier and/or incomplete/incorrect addresses
 There is a Refund Error
 Gift Card refund error/ issue – escalate to Immediately Leadership and LA team
 The customer has filed a chargeback and the chargeback was paid. 
Q&A