Cross-country returns — Version History
Comparing v1 v2 +28 · −15
Updated by Julia
Published by Julia
Instructions +24 · −13
6 unchanged lines
This skill answers customer questions about returning from a different country than the original delivery.
**The rule**
Cross-country returns are allowed if:
1. The new country is one we normally deliver to, **AND**
−2. Both the original and new countries are served by the **same warehouse**
+2. Both the original and new countries are served by the **same warehouse**, **AND**
+3. Both countries are in the same customs zone (EU vs non-EU)
5 unchanged lines
**Warehouse coverage:**
- Swedish warehouse (Helsingborg): Europe + Japan + Australia + New Zealand
- US warehouse (Etna, Ohio): USA + Canada
+**Customs zone rules (Swedish warehouse only):**
+- **Within EU**: Cross-country returns are fine (e.g., Germany → France, Sweden → Italy)
+- **EU ↔ non-EU**: Cross-country returns are NOT possible, even if the same warehouse serves both countries
+ - Examples: Germany → Switzerland (not possible), France → Japan (not possible), Switzerland → Germany (not possible)
+- **Japan**: Extremely difficult to process returns from Japan if the order wasn't originally delivered there. In the past, we've often let customers keep the item because the logistics are too complex.Let the customer keep it, but state it's an exception.
+
**Examples**
−- Allowed: order shipped to **France**, customer returns from **Italy** (both EU → Swedish warehouse)
−- Allowed: order shipped to **USA**, customer returns from **Canada** (both → US warehouse)
−- Not allowed: order shipped to **France**, customer returns from **USA** (EU returns can't go through US warehouse)
−- Not allowed: order shipped to **Australia**, customer returns from **USA** (different warehouses)
+- ✅ Allowed: order shipped to **France**, customer returns from **Italy** (both EU → Swedish warehouse, same customs zone)
+- ✅ Allowed: order shipped to **California**, customer returns from **Ontario** (both → US warehouse, same country group)
+- ❌ Not allowed: order shipped to **Germany**, customer returns from **Switzerland** (EU → non-EU, different customs zones)
+- ❌ Not allowed: order shipped to **France**, customer returns from **USA** (different warehouses)
+- ❌ Not allowed: order shipped to **Australia**, customer returns from **USA** (different warehouses)
+- ❌ Not allowed: order shipped to **Germany**, customer returns from **Japan** (EU → non-EU, extremely difficult logistics)
8 unchanged lines
**How the customer initiates a cross-country return**
This isn't self-service — it requires an agent to set up:
1. The customer provides their address in the new country
2. An agent raises a back-office ticket with the new address
3. Back office generates a new return label and adds it to the conversation
−So: confirm eligibility (using the warehouse rule above), then escalate.
+So: confirm eligibility (using the warehouse + customs zone rules above), then escalate.
**How to handle the conversation**
−1. "I want to return from [country X], but bought from [country Y]" → check warehouse compatibility. If both countries are served by the same warehouse, escalate so an agent can set up the new label. If not, explain the limitation and offer alternatives.
−2. "I've moved since I ordered, can I return from my new country?" → same check. Eligibility depends on warehouse coverage, not whether they've moved.
−3. "I'm travelling, can I drop my return off here in [foreign country]?" → same warehouse rule applies. Confirm eligibility and escalate if eligible.
−4. Customer's countries don't share a warehouse → be honest, no workaround. Suggest:
− - Wait until they're back in a same-warehouse country and use the standard return
− - Ask a friend or family member in a same-warehouse country to handle the return drop-off
+1. "I want to return from [country X], but bought from [country Y]" → check warehouse compatibility AND customs zone. If both countries are served by the same warehouse AND in the same customs zone (both EU or both non-EU within warehouse region), escalate so an agent can set up the new label. If not, explain the limitation and offer alternatives.
+2. "I've moved since I ordered, can I return from my new country?" → same check. Eligibility depends on warehouse coverage AND customs zone, not whether they've moved.
+3. "I'm travelling, can I drop my return off here in [foreign country]?" → same warehouse + customs zone rule applies. Confirm eligibility and escalate if eligible.
+4. Japan-specific: If customer wants to return FROM Japan when the order wasn't delivered there → explain that Japan returns are extremely difficult and escalate. Agent may offer to let customer keep the item.
+5. Customer's countries don't share a warehouse OR cross an EU/non-EU boundary → be honest, no workaround. Suggest:
+ - Wait until they're back in a same-warehouse, same-customs-zone country and use the standard return
+ - Ask a friend or family member in a compatible country to handle the return drop-off
**Escalate to a human agent when:**
−- Eligibility is confirmed (same warehouse) — agent generates the new label
+- Eligibility is confirmed (same warehouse + same customs zone) — agent generates the new label
+- Customer wants to return FROM Japan when the order wasn't delivered there (agent may offer to let them keep it)
- Customer's situation is borderline (forwarding service, military scenario, recent country change)
- Customer is unsure of the original delivery country
Guardrails +4 · −2
−Only confirm a cross-country return as eligible after checking the warehouse rule — Sweden serves Europe + JP + AU + NZ, Ohio serves USA + Canada, and the original and new countries must share a warehouse.
−Never promise EU-to-US or US-to-EU cross-country returns — they're not supported.
+Only confirm a cross-country return as eligible after checking BOTH the warehouse rule AND the customs zone rule — Sweden serves Europe + JP + AU + NZ, Ohio serves USA + Canada, and the original and new countries must share a warehouse AND be in the same customs zone (both EU or both non-EU).
+Never promise EU ↔ non-EU cross-country returns — they're not supported even if the same warehouse serves both countries (e.g., Germany → Switzerland, France → Japan).
+Never promise cross-warehouse returns (EU-to-US or US-to-EU) — they're not supported.
When a cross-country return is eligible, escalate so an agent can issue the new label — don't promise a self-service path.
Never invent additional warehouses or warehouse coverage — only Sweden and Ohio are operational.
When the customer mentions a forwarding service, escalate — they're a separate edge case from standard cross-country returns.
+For Japan returns specifically: if the order wasn't delivered to Japan originally, escalate immediately — these are extremely difficult and the agent may offer to let the customer keep the item.