A Mispack is when something else arrives instead of what was ordered.
For instance, a United Airlines employee in Customer Service orders a scarf, but they get a necktie instead.
When a United Airlines employee contacts us stating that they received the wrong item we need to do our due diligence and ask some questions to ensure we are keeping records for these moments just in case this were to happen with the replacement being sent out.
Specialist Process:
Voice Contact
Send the United Employee the email template for “Wrong Item-Mispack.” The email will request photos of the:
Tags
Full view of the Garment
Walk the United employee through an exchange
Return reason to be chosen is “wrong item.”
They will return the incorrect item using the return label.
When they choose the replacement item, they will need to choose the same item.
If the same item is not available due to inventory, they can then choose a different item.
Email Contact
Send the United Employee the email template for “Wrong Item-Mispack.” The email will request photos of the:
Tags
Full view of the Garment
In the templated email the steps they need to take for the replacement item will be in the message.
Chat Contact
Utilize the templated message for “Wrong Item-Mispack.” The message will request photos of the:
Tags
Full view of the garment
Once photos have been provided, Walk the United employee through an exchange.
The Return reason to be chosen is “wrong item.”
They will return the incorrect item using the return label.
When they choose the replacement item, they will need to choose the same item.
If the same item is not available due to inventory, they can then choose a different item.
Scripting :
" We appreciate you bringing this issue to our attention. We want to be sure this does not happen again. Would you kindly send us a photograph of the item you received instead of Name of item ordered? We would like to ensure we keep a record of this just in case this is not a one-time issue. "