MetaPack DM returns for use with customer care centre or in-store returns

1. MetaPack DM returnsfor use with customer care centre or in-store returns

2. DM can be used for arranging collections/returns (e.g. now used by Dixons and PC World)

3. Previous deliveries may already be in the DM system, or they can be imported into DM (from DMS or elsewhere), or they can be created manually

4. When a customer calls the contact centre, existing consignments can be selected by using the Text searchfield (search by con number, name, postcode etc) N.B consignment is “unallocated” if delivery is imported to DM. If DM is being used for despatch, full order history will be seen and status will be “delivered”

5. The relevant consignment is selected and the collection details are confirmed by choosing “pick-up”: the old delivery details automatically switch to the collections tab

6. The old outbound consignment details are amended with the customer input e.g. only returning one parcel of two, with a reduced weight

7. Additional Collection details an be entered in the Advanced section (included on emails to customer) • Serial number • Returns reason • Product SKU id • Fault description • Refund or return Serial number Returns reason Product SKU id Fault description Refund or return

8. DM can offer (real time) a selection of pick-up times and will permit automatic or manual selection of the correct collection carrier (determined by pick-up location, consignment attributes and service preference)

9. An email is sent by DM to the customer, confirming the collection date and the opportunity to change arrangements • From: directreturns@dsgiplc.com [mailto:directreturns@dsgiplc.com] Sent: 24 June 2008 15:35To:xxxxSubject: Your product return • Dear xxxxxx • Following your request to return your product, DHL will collect your parcel on the 25/06/2008 between 9.00 a.m. and 5.00 p.m. • Please follow the steps below in order to ensure that your return is dealt with promptly: • Step 1: • Please print the Returns Coupon attachment on this email and include it with the item(s) you are returning. • Step 2: • Please print the Returns Label which has the address to return the item(s) to and securely attach it to your returns parcel, your product(s) must be placed in an outer box to protect your return during transit. • If the item(s) have to go in more than one outer box, please print a returns coupon and a Returns Label for each box. • Until you return the goods to us, you must take reasonable care of the item(s) and not use them • If you are out when DHL come to collect the item(s) please call them on 08702 400555 and book a new collection using the following reference 9900586. • Step 3: • Once collected, the product will be returned to our Returns Warehouse. Upon receipt, we will arrange for the exchange or refund to be actioned. For refunds allow up to 7 working days for the refund to be actioned, the refund will show on your statement 3-5 working days after it has been processed. (Depending on your card provider). • Step 4: • You will receive a refund/exchange confirmation receipt by post. • If you wish to change or cancel a collection please e-mail directreturns@dsgiplc.com. If you need assistance with any of the above please do not hesitate to contact our After Sales team on 01727 202120. • Please note that in all cases where you wish to cancel for "change of mind" reasons, we cannot cancel your purchase when:- • There is a contract for services with the product and you have started using the services (this would include, e.g. a mobile phone subscription, but not an extended warranty service agreement); • The seal has been broken on any videotapes, DVD's, CDs, minidisks, memory cards, or software including games, or on any personal hygiene products such as shavers; or • The goods were a special order to your specification. • As detailed in our terms and conditions that you will be charged for the cost of collecting the goods to us unless we have supplied an incorrect item or the item is faulty. The collection charge will be taken at the same time as the refund for your purchase. • Thank you for shopping with Direct Services. We look forward to your future custom. • Yours sincerely, Direct Returns

10. An optional return coupons can be automatically generated by email on DM and can be printed and attached to the parcel(s) DSGI INTERNAL DOCUMENT PLEASE INCLUDE IN THE RETURNS PARCEL DIRECT RETURNS COUPON Information for the Direct Returns Warehouse, Newark • Customer Name MR xxxxxx • Customer Address 8, xxxxxCAVERSHAM • Reading • Berkshire • Customer Postcode RGx 7xx • Chain Direct Services • Order Number D001820xxx • Original Despatch Date 22 JUN 2008 • Product SKU 3340xxx • Serial Number • Return / Refund • Return Reason Faulty • Fault Description

11. The despatch label can be printed by the carrier or the customer: DM can pass a PDF of the compliant label to the customer or all relevant information can be sent on a collection manifest for the carrier to print themselves.

12. When a collection is made an email can be sent to the customer with a click through, so that the customer can view the status of their return(s) • From: directreturns@dsgiplc.com [mailto:directreturns@dsgiplc.com] Sent: 26 June 2008 14:17To: XXXSubject: Information on your DSG DIRECT RETURNS collection • Dear MR XXX, • Your recent collection of goods for DSG DIRECT RETURNS has now occurred. • There is 1 parcel that has been collected. • Shortly after this email is sent you can track this collection by clicking on this link - VIEW CONSIGNMENT ON CARRIER WEB PAGE • Kind regards, • DSG DIRECT RETURNS • This is an automatically generated email - please do not reply to it.

13. Status updates are received within DM egCollection made and Carded

14. DM uses a configurable file import page so no integration is necessary with legacy systems

15. DM has configurable set up pages so that implementation can take place in a few days