Delayed delivery

To check when a customer calls to ask about the status of his order:

1. Was the order shipped?
   - Retrieve the order in Magento and check if the status is Complete. If yes, the order was shipped.
   - if the status is not Complete, there are several reasons why there is a delay
   * check if payment was received (check payment method/Mollie, comments and/or invoice)
   * is it a Monta or Dab order?
   * what is the status in Monta?
   
   
   

2. Status complete?
   Check if there is a T&T (in Magento or Monta) and if it was shipped from Monta or Dab. Below procedures apply to Monta orders
   
   
   

3. Is the order delayed?
   Check the expected delivery time
   NL/BE: if ordered before 22h00, delivery next day
   UK/DE: if ordered before 18h00, delivery 1-2 working days
   FR/IT/ES: If ordered before 18h00, delivery 2 days
   
   
   

4. What is the status of the tracking?
   0-3 working days after expected delivery dates:
   We cannot start a Parcel Investigation. You can snooze the conversation in Robin to keep an eye on the delivery.
   We will not send a new order as the delay is still reasonable. Please apologize on behalf of the shipping company.
   3+ working days after expected delivery dates:
   If the parcel seems missing, we want the shipping company to launch an investigation. This is done via a Parcel Investigation in Monta.
   A lot of missing parcels are shipped back to our warehouse. Some parcels are really lost. In that case, we can claim the purchase price of the article with the shipping company. If no Parcel Investigation is started, we will not receive any compensation.
   
   
   

5. Do you need to start an investigation with the shipping company?
   After 3+ working days, start a Parcel investigation in the Monta system
   NOTE: If the price of the shipment is below 40 euro, we do not start an investigation.
   Another colleague will follow up on the claim with Monta/the shipping company and contact you if necessary
   You need the invoice to start the Parcel Investigation. When the claim is accepted, the purchase price will be provided by Monta.

6. Find a solution for the customer
   you are responsible for a solution with the customer (see below "When can I send a new order?") 

It is important to start a Parcel Investigation as we can claim the purchase price when the parcel is lost!

It is difficult to provide strict guidelines when to reship an order. Below are the basic guidelines. In case of doubt, check with an experienced colleague or Ilse

Amount <40 euro
We can be flexible with these shipments. If you think the shipment is lost, a new order can be sent

0-3 working days after expected delivery dates:
The delivery is slightly delayed. No new order will be shipped. Apologize to the customer and keep an eye on the tracking.

3+ working days after expected delivery dates:
A decision needs to be made to send out a new parcel to the customer. This should not be done too quickly but not too late either. We can take decisions to send out a new parcel for parcels with a value up until 400 euro. 

  Things to keep in mind when you decide:

• Have there been any updates in the tracking? Does it seem really lost or might it be delivered soon? Is the delay to be expected (e.g. christmas period, problems at Monta)?

• What is the customer's reaction? Can he still wait? Is he very upset? Is it reasonable to keep him waiting?

• What is the value of the missing shipment? An article with a purchase value of 50 euro can be reshipped quicker than 600 euro

For all orders >400 euro, please check with Ilse before reshipping

When the decision has been made to send a new parcel, the following needs to be done

1. A new parcel needs to be sent (RESH)
   The procedure in Magento can be found in Systems - Magento - Creating a Service Order
   
   

2. We need to make sure that the customer does not receive the order twice
   - Inform the customer that we are reshipping his order as a service
   - Ask the customer to accept the 1st delivery. If he receives a 2nd parcel, he can refuse it when delivered. This is the cheapest and easiest option.
   - If for some reason the 2nd parcel is delivered, make sure to create an RMA so the customer can send the parcel back.

3. We need to inform our colleagues who handle the returns that a parcel might come back at Monta
   Add a Return Forecast in both orders in Monta (e.g. might be refused - no RMA - no action needed SV)

4. Check if a claim towards the shipping company has been started
   If no Parcel Investigation started, make sure to add it
   If there already is a Parcel Investigation, make sure to add a comment that you have already reshipped the order