Mastering Returns, RAs & Special Orders in Run Specialty

Boost Your Run Specialty Operations: Pro-Level Training From Confluence Running

At Confluence Running, our customer experience goes far beyond the moment someone walks out with a fresh pair of running shoes. Our team is trained to manage every aspect of the post-purchase experience, from returns and return authorizations (RAs) to online order fulfillment and special orders. This ensures we not only meet but exceed customer expectations across all locations—including Binghamton, Corning, Middletown, Watertown, and Lake Placid. With new hires onboard and spring foot traffic ramping up, we recently hosted an all-hands training to level up our professional practices.

Returns and RAs can make or break a run specialty shop’s relationship with vendors and customers alike. Our staff is now trained to immediately assess if a shoe is resellable, needs to be RA’d, or is a candidate for store credit only. RAs are documented in our shared sheet by brand, with new entries added at the top for clarity. For vendor credits, we follow specific brand procedures—like photographing Topo tags and boxing Mizuno returns—which allow us to maintain our generous 30-day satisfaction guarantee without harming store finances.

Special orders are another area where operational precision matters. Staff now enter orders into store-specific tabs, capturing every detail—from width and colorway to customer-preferred contact info—to avoid miscommunication. Orders must not overwrite existing entries, as our team uses conditional formatting to track fulfillment status. By using custom sales only when necessary, we ensure inventory data and customer purchase history stay accurate, which directly enhances future customer service interactions.

Online fulfillment was another key focus. We emphasized cleaning, packaging, and inspecting each order to deliver the “brand new” experience to our digital customers. Staff learned when to use poly bags versus boxes, how to verify gender-specific styles, and why shipping carriers must match customer selections—especially for international orders. Even the small touch of inserting a thank-you card helps turn first-time buyers into loyal customers.

Whether you’re a new hire or seasoned retail pro, this training reinforces how attention to operational detail supports the bigger picture: trust, loyalty, and excellence in run specialty. By equipping our team with systems and knowledge, we’re not just selling shoes—we’re building a premium experience from start to finish.

The below Run Specialty Professional Development Training includes:

• Return Authorizations (RAs)
• Returns
• Online Orders
• Special Orders
• Packing & Fulfillment

🟩 Return Authorizations (RAs)

Purpose:

• RAs allow Confluence Running to return worn or defective shoes to vendors for credit (not cash).

• Enables the 30-day satisfaction guarantee, improving customer service.

Process Overview:

1. Use the RA tab in the shared Orders & Vendor Sheet (alphabetically organized by brand).

2. Insert new entries at the top of the brand section (not bottom) to avoid being overlooked.

3. Required details:

   • Date

   • Employee name

   • Brand & model

   • Gender

   • Size

   • SKU (from box)

   • Colorway

   • Return reason

   • Current shoe location

Key Guidelines:

• Green rows = already submitted for credit.

• Shoes returned worn/unsellable are only eligible for store credit, unless there's a manufacturer defect (may allow full refund).

• Take photos for some brands (e.g., Topo, Saucony apparel, Mizuno) and text them to Reid. Instructions for each brand are listed atop their tab.

• Store-specific RA drop-off locations vary; ask your manager if unsure.

• If unsure about reselling condition, leave a note and ask a manager.

📦 Returns

When to RA a shoe:

• If it's worn and cannot be resold.

• Factory defects (e.g., torn eyelets, sole separation).

• Do not restock used or questionable items without manager approval.

• Document clear reasons to support vendor credit.

Customer Consideration:

• Emphasize 30-day trial; encourage customers to genuinely test shoes.

• Always strive to exchange rather than refund, but allow refund in defect cases.

📬 Online Order Fulfillment

Step-by-step Protocol: Located in the “How To” → “Online Sales Protocol” tab in the Orders & Vendor Sheet.

Fulfillment Checklist:

1. Verify:

   • Size

   • Model

   • Colorway

   • Gender

   • Quantity (very important!)

2. Inspect:

   • Clean outsole

   • Check for defects or wear

   • Tie laces and flatten tissue paper neatly

3. Pack:

   • Poly bag for shoes

   • Box for nutrition, electronics, or international orders

   • Include thank-you card (unless bulk/reseller orders)

   • Add Confluence sticker

4. Ship:

   • Choose cheapest USPS option for ground (if standard)

   • Choose USPS Priority (if selected by customer)

   • For international, choose faster shipping (7–10 days) even if it costs more

Notes:

• Use the Timeline section in Shopify (not visible to customers) for internal notes.

• Never put internal notes in the customer-facing note field.

• If issues arise (missing item, damaged shoe, shipping split needed), contact Reid or Dan.

🧾 Special Orders

Current System:

• Located in the “Special Order” tab (one for each store).

• Insert new entries at the top (do not overwrite old ones).

• Paid orders only unless manager-approved exceptions.

Required Info:

• Date, employee, customer name & phone number (not loyalty number)

• Brand, model, gender, size, width, colorway

• Include notes: “B2B” if ordering from vendor, “Transfer approved by [name]” if store-to-store.

Receiving Orders:

• Initial + Date when customer is notified.

• Leave product on designated store shelf.

• If available in another location, a Ship-To protocol (established by Reid) may apply.

Important:

• If the product exists in Shopify, do not create a custom sale—use the product listing to ensure proper inventory and sales tracking.

• Custom sale descriptions must be detailed (as much as a full product title).

🧹 Packing & Cleanliness for Returns & Fulfillments

• Clean all shoes with microfiber cloth and spray.

• Tuck laces in, re-wrap shoes individually in tissue paper.

• Ensure shoes look brand new when boxed.

• Report incorrectly matched boxes or misplaced shoes to managers.

🔄 Additional Notes

• Saucony socks are sent to Lake Placid, not returned with Saucony apparel.

• Online orders currently prioritize fulfillment in the following order:
  Binghamton → Corning → Middletown → Watertown, but this can change based on stock levels.
  

Tags for RAs, Special Orders, Online Fulfillment in Run Specialty

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