LL - Customer received the wrong product in their shipment

Oops, Mistakes happen!

If a customer reports an error with the contents of the package they received (wrong product, didn't receive everything they ordered, received too much or little of items they didn't order, packing slip with another person's name etc) take these actions:

First, confirm what they ordered by checking in Shopify and SI.
Next, check the contents of the package that was shipped to them and compare the warehouse history with what the customer says they received.
Ask for a 2nd opinion if you aren't clear about how to proceed.
Finally, arrange to fix the issue and make sure the customer receives the correct order.

In cases where it's an obvious mistake made by the warehouse, we can ask the customer to send pics in an effort for our company to be reimbursed by the warehouse, however, fixing the order mistake for the customer doesn’t “depend” on us receiving those pics.

Ultimately, we take accountability for warehouse (or shipping) mistakes and it's our responsibility to make sure the customer gets the product/order they paid for. We should always maintain and protect the integrity of our relationship with the customer, so we don’t want to appear that we do not believe them.

Of course, if we have good reason to think a customer is scamming us that is a different story, and in cases like that or any case where you are unsure about how to proceed, please seek the advice of a manager for a 2nd opinion.

Once pics are received they should be assigned to Gretchen who will log the issue and communicate with the warehouse for reimbursement. She can also arrange a reshipment or return label if appropriate.

Note: in certain cases where a customer is having a negative experience, it's worth forgoing asking them to jump through additional hoops to send us a picture. We should only ask for pictures from people who don't seem upset or would be open to sending a picture (amicable, cooperative, etc).

You can use this saved reply:

title: mis-picked product - warehouse sent wrong product is the new title

Hi {%customer.firstName,fallback=%},

Thank you for contacting us today. I am very sorry to hear that you are [missing part of your order or received the wrong product]! Please rest assured, we’ll get this fixed for you right away and I’ll arrange a reshipment for your {PRODUCT}.

While I arrange for your reshipment, could you do me a favor and send me a picture of the product/s and packing slip you received?

It’s an important part of our Quality Control process and helps us continually improve our shipping services. Once, we receive your photo we will promptly send you a UPS return label to send back the wrong products you received.

In the meantime, you’ll receive a tracking link on your reshipment as soon as it’s available!

Again {%customer.firstName,fallback=%}, I’m very sorry for any inconvenience this has caused.

We are a phone call or email away if there is anything further we can do to help!