Damage Item
From x to x months, we are able to replace or refund the order.
x = ?
1-3 Months!
What is the macro we use for verifying if this order is indeed lost?
Clue: This macro asks the customer questions to check if this order has actually been lost.
SHIPPING::LOST::Order never received
I'm so sorry that you haven't received your order yet and I apologize in advance for the inconvenience. We know your time is valuable!
First, can you confirm if there was a "Missed Delivery" notice left behind?
If you haven’t already, could you please look behind plants/furniture on the porch, check your side door/gate, and also check with your manager/leasing office and your neighbors to see if your order was delivered there instead? I also would like to confirm that we have your correct address:
What is the macro we have for missing items?
SHIPPING::LOST::Missing item from shipment/pkg
I'm very sorry to hear that the XXXX was missing from your order.
Could you please confirm if the package appeared to be tampered with or damaged upon delivery? We see that your order was scanned in by the carrier weighing: XXXXX, which corresponds to all the items that were purchased. We're happy to look into this with the carrier.
In the meantime would you prefer this item be refunded or resent?
The customer received someone else's order, what should I do?
Offer a refund or a replacement
Where can we check the customer's order information?
Shopify!
If more than 3 months pass, what is the only thing we can do?
We can ONLY replace it (no refunds) for the U.S.
True or False:
If a U.S. customer requests a label for returning a replacement order we should use the replacement order number.
Bonus question: Why?....
FALSE!
We should always use the original order number?
Bonus Question: Given that the replacement order has no payment information or any amounts we should always use the original order number.
What should I do before starting to work on a missing item case?
Verify the item missing in Shopify and check the tracking link.
The customer received a different item, what should I Offer?
Replacement or refund
What is the name of the warehouse we use? (FULL NAME)
Sterling-OMS
What is the limit of time we have to action in the order?
6 Months!
What happens if we send a replacement to a customer and then the original order is delivered?
We can let the customer know that it's okay to keep the order or donate it!
What is the tag we need to place when dealing with a missing item procedure?
Replacement
What is the macro we use for wrong orders?
Shipping>Wrong order
What is the ITT I use for missing items?
Shipping>Missing Item
What information should we verify in order to discard fraud in a replacement scenario?
Check the customer’s order history in Shopify. Is this their first issue or are there multiple?
When should we escalate a customer's inquiry on a lost order?
1. When the customer has 3+ Lost orders reported
2. When dealing with lost embroidery
Missing item: Casma Three-Poquet scrub top
Color: Charcoal
Size: M
If this item was missing from this order but it was out of stock, what other item can we offer?
We can offer other colors such as: Silver Arrow, Grafite
What should I do before sending a replacement for the wrong item?
Clue: Item related
Check the availability of the item
When I'm refunding an order, what happens if the customer uses a gift card instead of a credit card at the moment of purchase?
Selecting a refund will return the amount to the same gift card used.
Create a personalized response (5 minutes) to a customer who is having a Sizing inconsistency and mention the macro we have for that situation.
Macro: DEFECT::Size Inconsistency
What notes should we add when dealing with a replacement for a lost order?
Original order: Lost order - Replacement - (NEW ORDER NUMBER)
Replacement order: Replacement for lost - (ORIGINAL ORDER NUMBER)
Customer inquiry!!!
I placed an order 8 days ago! It just arrived yesterday but I noticed my Casma Top was missing from the order :(
- Create a personalized response (5min.) and explain to the customer the action plan you will take.
...
What should we do if the customer wants to return the wrong item they received?
If the item received is unworn/unwashed and the customer would like to return it, we can provide a USPS label (US customers only).
If I'm replacing an item and I notice that it is out of stock, what should I say to the customer?
I can offer another item for the same value or offer a refund.