Shipment Issues

Always investigate the customer's previous orders and account history before providing a resolution.

The agent must:

1. Review the current order and shipment details.

2. Check the customer's previous orders.

3. Determine whether the customer has reported or experienced the same issue before.

4. Review any previous claims, replacements, refunds, or escalations related to the same concern.

5. Document any recurring pattern or previous resolution.

6. If pictures are required, instruct the customer to send the requested pictures via email.

7. Verify that the required pictures have been received and review them before proceeding with a reshipment.

8. If the customer is requesting a refund, follow the required STS (Save the Sale) ladder before processing the refund, when applicable.

9. Escalate to the Lead when the issue is recurring, requires approval, or falls outside the standard resolution process.

Important: Do not process the current claim based solely on the customer's current order. Always check the account history for previous occurrences of the same issue.

Picture Requirement: When pictures are required, they must be submitted by the customer via email. Do not process a reshipment until the required pictures have been received and reviewed.

Refund Request: When a customer requests a refund, the agent must follow the required STS ladder and document the outcome before proceeding with the applicable refund resolution.

Definition: Customer reports that the package or product arrived damaged.

Agent Action:

1. Acknowledge the customer's concern and apologize for the inconvenience.

2. Verify the current order and shipment details.

3. Review the customer's previous orders and account history to determine whether the same damage issue has been reported previously.

4. Review any previous claims, replacements, or resolutions related to the same issue.

5. Request clear pictures of the damaged product and/or packaging and instruct the customer to send the pictures via email.

6. Wait for the required pictures to be received.

7. Review the submitted pictures and proceed with the applicable resolution.

8. Do not process a reshipment until the required pictures have been received and reviewed.

9. Escalate to the Lead if the issue is recurring or requires approval.

Required Evidence: Clear pictures of the damaged product and/or packaging, submitted via email

Definition: Customer reports receiving a package/container that is empty or missing the expected product.

Agent Action:

1. Acknowledge the concern and apologize.

2. Verify the current order and shipment details.

3. Review the customer's account history and previous orders.

4. Check if the customer has previously reported an empty package/product issue.

5. Review any previous claims, replacements, refunds, or escalations.

6. Raise the case to the Lead for review and resolution.

7. Document the claim and relevant account history.

Escalation: Lead review required.

Definition: Customer reports an issue with the product's quality, condition, or performance.

Agent Action:

1. Acknowledge the customer's concern and apologize for the inconvenience.

2. Verify the current order and product details.

3. Review the customer's previous orders and account history to determine whether the same product quality issue has been reported previously.

4. Review any previous claims, replacements, or resolutions related to the same issue.

5. Request clear pictures of the product and the reported issue, including the product packaging and batch/lot information, when applicable, and instruct the customer to send the pictures via email.

6. Wait for the required pictures to be received.

7. Review the submitted pictures and document the specific quality concern.

8. Do not process a reshipment until the required pictures have been received and reviewed.

9. Once the evidence has been reviewed, proceed with the applicable resolution.

10. Escalate to the Lead if the issue is recurring or requires approval.

Required Evidence: Clear pictures of the product and relevant details, submitted via email.

Definition: Customer reports receiving a product that appears to be expired.

Agent Action:

1. Acknowledge the customer's concern and apologize for the inconvenience.

2. Verify the current order and product details.

3. Review the customer's previous orders and account history to determine whether the same expiration issue has been reported previously.

4. Review any previous claims, replacements, or resolutions related to the same issue.

5. Request a clear picture showing the expiration date and the product, and instruct the customer to send the picture via email.

6. Wait for the required picture to be received.

7. Review the submitted picture to confirm the expiration concern.

8. Do not process a reshipment until the required picture has been received and reviewed.

9. Once the concern is validated, proceed with the applicable resolution.

10. Escalate to the Lead if the issue is recurring or requires approval.

11. Document the customer's concern, evidence received, account history reviewed, and resolution provided.

Required Evidence: Clear picture of the product showing the expiration date, submitted via email.

Definition: Customer reports that an item expected in the shipment was not received.

Agent Action:

1. Acknowledge the concern and apologize.

2. Verify the current order and shipment details.

3. Check the customer's account history and previous orders.

4. Determine whether this is the customer's first missing-item claim.

5. Specifically check whether the customer has reported the same missing item/order issue previously.

6. Review any previous claims, replacements, refunds, or escalations.

7. Validate the items included in the current shipment.

8. Follow the applicable resolution process based on the account history:

   • Clean account: Proceed with the necessary reshipment.

   • Recurring/behavioral concern: Escalate to the Lead for review.

9. Document the claim, account history, previous occurrences, and resolution.

10. If supporting pictures are required, instruct the customer to send them via email and wait for receipt before processing the reshipment.

Key Rule

When pictures are required, the customer must submit them via email. A reshipment must not be processed until the required pictures have been received and reviewed.