If a client receives a defective/damaged product (ex: broken pump) Customer Service is to request photos, videos from client.  

The Manager is responsible for contacting the vendor for a replacement immediately.

If the vendor requires the products be sent back, Customer Service is responsible for sending the client a Return Label (include how to send a return label)

The Shipping Clerk is responsible for tracking the receipt of the replacement items.

The Shipping Clerk is responsible for shipping back the returned items per the vendor’s instructions.

The Shipping Clerk is responsible for sending a message in the Shipping_Ordering_FulFulfillment Slack Channel that the replacement has been received.  

If the vendor will not replace the items, management should be contacted immediately by email.

The Shipping Clerk is responsible for shipping the clients replacement product (include shipping replacement product)