LL - Missing shipping fee process
Missing Shipping Fees - (customer failed to pay)
Fulfillment coordinator actions:
- Identify orders where no shipping fee was paid.
- Create a note ticket in HS - assign it to “anyone” and add the call next tag
- Email Subject: Shipping Fee not paid - order id:
- Note:
- Cx did not pay the shipping fee to (AU, NZ, or CA?)
- Order id (xxx) (product) (qty) (amount)
- Cx selected the US as their shipping address country so a shipping fee wasn’t added at checkout.
- Actions to be taken:
- Send a Shopify invoice for the shipping fee amount, and email/call the customer to notify them that the shipment is on hold and will be canceled/refunded after 3 business days.
- How to send an invoice: https://www.loom.com/share/ae438a7275e747128ccdcda618482ca3
- Send a Shopify invoice for the shipping fee amount, and email/call the customer to notify them that the shipment is on hold and will be canceled/refunded after 3 business days.
CH Agent Actions:
- CH outbound agent will call the customer to notify them
- CH outbound agent will email the customer and assign back to call next so we can track the progress.
- The outbound agent will need to check the Shopify invoice daily to see if it has been paid.
- If so, note the ticket and assign it to the FC team to release the shipment.
- FC will note the ticket accordingly and close.
- CH agent will arrange for cancellation of the shipment/refund when 3 business days have passed with no contact from the customer.
- CH will note and assign to the Fulfillment Coordinator team.
- FC will note the ticket accordingly and close.
Email:
Email Subject: Information needed to ship your package - order id
Hi Customer,
Thank you for your recent order of (product) placed on (DATE). I’m ( name) with (BRAND) writing with an important update about your delivery.
Unfortunately, your shipment is currently on HOLD at our warehouse because you selected the US as your shipping country and a shipping fee wasn’t added to your order during checkout.
We want to ship it as soon as possible and I’ve sent you a separate email containing an invoice so you can pay the shipping fee online. That is the easiest way to pay.
Or please call us during business hours and pay by phone. Our phone lines are open daily from 8:30 am - 6:30 pm US Central time at (phone number).
Please understand that if we don’t receive the paid shipping fee within 3 business days your shipment will be canceled and your order will be refunded in full.
We are very sorry for the inconvenience.
We sincerely appreciate you choosing (BRAND) and look forward to helping you achieve your health goals.