DNR
What does EVENT_804 or EVENT_320 mean?
This scan confirms that a customer’s item was picked up via a locker delivery or counter pickup
The shipment is late and tracking doesn't say it's delivered; the shipment has passed the replace/refund waiting period (TRACES). Should we grant concession?
Yes
RSPR: Incident/Police report
What will you provide to your customer Incident or Police Report, if the item is less than $100?
Incident Report
What is the SLA for Photo verification, damage /defective, and wrong item ?
30 days from the Initial requested date
TRACES has not yet passed, do we check if we can safelist the customer?
No. We honor Traces.
Tracking shows the shipment is delivered, but the customer does not have it. If it's not past TRACES date , what should be the resolution?
Advise to wait until past TRACES date, contact us back for concession if item is still not received
There are 4 shipments in an order.
1st shipment arrived on Oct 21 at 9am. Tagged delivered not received
2nd shipment arrived on Oct 21 at 11:30am. Tagged delivered not received
3rd shipment arrived on Oct 22 at 8am. Tagged as delivered, customer received complete item.
4th shipment arrived on Oct 22 at 1pm Tagged as delivered but not received.
How many Police Report the customer needs to submit?
2 Police Reports
14-December-2024
Customer called in October 21 reporting that the item she ordered is delivered but she did not receive it. She's asking for a refund. The delivery scan was made in October 20. What do you do?
Deny concession.
The customer didn't get one of the item that should have been in the shipment they received. The customer is contacting within 30 days of delivery. Should we grant concession for the missing item?
Yes
Customer called us saying that he cannot secure any Police Report because he already transferred to a new state. You called the police station and they said that there is an issue with their website and wont be available until next month. What do you do?
Inform the customer that you have validated that a police report cannot not be lodged online, hence we will issue concession.
Anika called us because she received an email saying that she needs to re-upload picture for verification. She initially contacted us on Sept 15 and submitted a photo on Sept 30. Until when can she submit the picture for verification?
15-October-2024
Customer ordered: Make Up - $95.99 Tax: 6.99 Order total: $102.98 What kind of report should we ask the customer to send?
Incident report
A customer contacts saying that they have received a damaged item. The item is non-returnable, should we grant concession? What do we ask from them?
Yes, but a photo verification is required.
Item is missing from the package. The total order is $300 for a table set. There is 1 missing chair amounting to $99.50. Does this merit a Police Report? Yes or No and Why?
No. As per policy The $100 value is based only on the "Item Price" of items not received.
Trisha is complaining about receiving a wrong item which she received on Sept 30. The item is returnable. (RSPR) Policy Recommendation is Police Report. What is the SLA that we need to provide Trisha to submit a police report before we process a refund?
29-November-2024
Delivery date of the DNR item: Sept. 25 Customer submits the PR on October 28. Do we provide a concession to the customer?
No/Deny. The customer is no longer eligible for refund because tracking details are no longer available.
The customer didn't get one of the item that should have been in the shipment they received. The customer is contacting within 30 days of delivery. She can return the item and asking for a replacement. Should we grant concession for the missing item?
Yes. But we cannot provide replacement only refund
If the customer calls us after 60 days, should we verify the police report?
No. This is already outside the timeframe.
Callum called in about the his return concern. He insisted that we provide him a refund of $500 today (Oct 26) because he is going to use it to buy tire replacement. Upon checking, he already submitted Police Report yesterday (Oct 25). What is the SLA that we need to reiterate to the customer?
28-October-2024