Customer Experience
Dispensary returns and replacements workflow
DispensaryVA Editorial TeamPublished
returnsreplacementscustomer service
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Customer Experience
Returns require careful classification because a customer concern, a damaged package, a system error, and a safety notice may follow different procedures. The first record should preserve the original facts and prevent an unauthorized promise.
Record order reference, date, item, package identifier when available, reason, condition, customer request, staff owner, and any required photos or system notes. The dispensary product recall workflow covers safety-related routing. Use the customer feedback triage workflow for communication ownership.
Keep decisions about refunds, replacements, and regulated inventory with the authorized operator. Document the decision and the system update separately.
The FTC consumer protection guidance offers general context, but local rules and written operator policy control the process.
Follow the approved lookup and identity process. Do not infer the transaction or create a replacement record without evidence.