LL - US Reships (has not received order) Process
If a customer reports they haven't received their package follow these steps:
1. Look up the order details in all of these locations: the order database (SH/ReCharge/SI), the Zoho CRM, ShipStation, AND the warehouse.
2. Confirm that the package has left the warehouse and click on the tracking information to read the tracking history.
3. Observe if the package is still in Transit (shipped but not delivered) or if it has already been marked as DELIVERED.
A. If it has been marked as DELIVERED follow these steps:
1. If the package is marked as DELIVERED, send the customer a tracking update and ask them to check where the package was left (office, front door, parcel box, etc.) also ask them to confirm their shipping address by providing the address the package was delivered to. *There is a saved reply specifically for this: Shipping - Package Missing, Not Delivered 1st time.
2. If the customer doesn't locate their package and AFTER the customer confirms their address** (or provides an alternate address for delivery), add a note to the ticket requesting the FulFillment Team send a replacement package - leave your ticket in active status assigned to (the FulFillment team) - since this is not urgent you do not need to add it to slack - unless it is an escalated situation. Note: do not assign the ticket to the Fulfillment Team until the customer has confirmed their address.
4. Generally reships are considered time-sensitive and should be posted in the urgent fulfillment slack channel. However, if the reship isn't urgent the agent doesn't need to post it in the channel but should make sure to indicate that in their note. Assign the note to the FulFillment team in active status.
Appropriate resolutions for packages marked as delivered:
- Arrange to reship the package after confirming their address.
- Arrange to reship the package and offer $10 off (or 10% if it is a large order (more than 6 bottles))
- A full refund with no reship.
B. If the package is still IN TRANSIT (shipped but not delivered) follow these steps:
When a package is IN TRANSIT - it will be consistently "moving" towards the customer address - or sometimes it will become "stalled" for various reasons.
What does Stalled or "No tracking updates" mean? There has been no shipping update for 14 business days or the package started moving through the system but stopped and hasn't moved for 14 days
Steps:
1. MOVING Packages: If the package is in transit and appears to be MOVING then we need to stall the customer:
A. Confirm the address, and offer an explanation as to why the package may be delayed.
B. Issue a $10 refund for packages beyond 7 days.
2. STALLED Packages: We consider a package "stalled" If there have been NO tracking updates for 14 business days. In this case, we automatically refund $10 (if this wasn't previously done), confirm the customer's address, and let the customer know that since there have been shipping updates for 14 business days we'll reship the order AND send them a label, so they can return the stalled package when it arrives. Once the customer confirms their address, you will assign the ticket with a note to the FulFillment Team for a reship/label/refund.
- $10 refund for the inconvenience.
- Confirm their address is correct by providing the address we used. If it has previously been confirmed, skip this step.
- Notate the HelpScout ticket of your actions, and add a note to the FulFillment team about what they need to do (send a new package, to where, and WHY/label/$10 refund).
- Once the address is confirmed: Note the ticket Assign it to the Fulfillment team and leave the ticket in Active status.
- The Fulfillment team will send a confirmation message to the customer when the package is reshipped and the refund and label have been taken care of.
- To contact the FulFillment Team via Slack - do so in the urgent-fulfillment channel with the following information: subject: Shipping Inquiry, Brand, Order ID, Ticket Number. tag @gretchen in your message.
Special situations
5. NOTE: If 14 days have not passed and the customer is escalated, a manager can override the 14-day reship rule - in this case, the agent should note which manager has been contacted and the manager should consult the issue in the TBF Fulfillment channel before promising a reship to the customer.
A note about offering partial refunds - we start at $10 off. However, this is subject to change depending on the customer's level of agitation.
Guidelines:
Level 1 - (calm to slightly agitated) = $10
Level 2 - (moderately agitated) = 10% if that is a larger amount than $10 all the way up to 20% off.
Level 3 - (very agitated) = 25% OR a free bottle of an approved product.
**it's always OK to send the customer a coupon to use in the future in combination with any of these solutions. A manager can provide a working coupon - or use VIP20 code.
Tracking History Education
It’s better to look at the actual USPS link for history updates. On the USPS page, you can enter the customer's email address, so they receive email updates directly from USPS.
Our warehouse moves the packages via its own transport system - We refer to this as “moving through the PB system”. In this case, you will see the package location being updated even though it says USPS is awaiting the item.
In Example 1 - the package is moving through the Pitney Bowes System - you can see there are several updates since the package shipped, and each is in a different location ("departing pitney bowes facility"). If the customer asked about this, we would let them know that their package is moving in within our delivery system and will be passed to the USPS when it gets closer to their location. Since today is March 4 and the last update is March 2, it’s only been 2 days since it moved - therefore we would NOT reship it. (must be 14 business days since it has moved)
https://tools.usps.com/go/TrackConfirmAction.action?tLabels=4201198092748927005737240000433305
Example 1
In Example 2:
https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=4203683092612927005737240000360889
The package moves through the PB system, starting on Jan 24, there are 5 updates, but it stops on Feb 4th, and no movement since then. Since today is March 4th, that is 30 days with no updates so we’d reship this package - it only needs to be 14 business days with no updates.
Example 2
For Example 3 - You see that the package is moving through the PB System, and updated Feb 7, 9th and 10th, then there were no updates for 2.5 weeks til March 1 and 2. If the customer had contacted us between Feb 10 and Mar 1, we would have ordered a reship, but now we can see that there is movement again on the package so we’d let the customer know it’s still moving and should arrive to them soon.
https://tools.usps.com/go/TrackConfirmAction.action?tLabels=4201198092748927005737240000433305
Example 3
In Example 4 - https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=4207524192748927005737240000454799
The package moves and is updated every few days but is not delivered until the 15th business day -
However, since it was never more than 14 business days between updates, we would not reship it.
Example4
