Shortpack - One or More Items Missing

When an item is missing from a shipment it is supposed to be a part of, that is considered a “Shortpack.”

We have to be sure to take the correct steps to be sure that the item is truly missing. Kits can take multiple shipments before the full shipment is considered complete.

It’s our job as the Brooks Brothers Specialists to take the proper steps before instructing the United Airlines employee to submit an exchange.

Specialist Process:

1. Voice Contact

   1. Check the order in Gift and Go to confirm if it shows “shipped” or “Partially shipped.”​​​​​​​​

      1. If it shows “Partially shipped.”

         1. Confirm the missing item does not show “shipped.”

            1. If it does show “shipped,” move to the next step.

            2. If it does not show “shipped,” advise the UA employee that the item will be in the next shipment.​​​​​​​​

   2. If shows “Shipped.”

      1. Create a Task and assign it to Eric (escalation inbox)

         1. Information required in the task:

            1. Description of item that is missing

            2. Size

            3. Workgroup​

            4. Tracking Number associated

2. Email Contact

   1. Check the order in Gift and Go to confirm if it shows “shipped” or “Partially shipped.”​​​​​​​​

      1. If it shows “Partially shipped.”

         1. Confirm the missing item does not show “shipped.”

            1. If it does show “shipped,” move to step the next step.

            2. If it does not show “shipped,” advise the UA employee that the item will be in the next shipment.​​​​​​​​

   2. If shows “Shipped.”

      1. Create a Task and assign it to Eric (escalation inbox)

      2. Information required in the task:

         1. Description of item that is missing

         2. Size

         3. Workgroup​

         4. Tracking Number associated

3. Chat Contact

   1. Check the order in Gift and Go to confirm if it shows “shipped” or “Partially shipped.”​​​​​​​​

      1. If it shows “Partially shipped.”

         1. Confirm the missing item does not show “shipped.”

            1. If it does show “shipped,” move to step 1b.

            2. If it does not show “shipped,” advise the UA employee that the item will be in the next shipment.​​​​​​​​

   2. If shows “Shipped.”

      1. Create a Task and assign it to Eric (escalation inbox)

         1. Information required in the task:

         2. Description of item that is missing

         3. Size

         4. Workgroup​

         5. Tracking Number associated

1. 1. Utilize the templated message for “Missing Item-Shortpack.” ​​​​​​​​

   2. In the templated email will be the time frame expectation for the missing item to be fulfilled.

Thank you for contacting Brooks Brothers.

We appreciate you bringing to our attention that your order order number shipment was missing the following items:

 name of item  color  size  quantity

If the item does show shipped

You will receive an email notification when your replacement order ships to:

name

street address

apt

city state zip

Let us know if we can assist you any further.

Best wishes,

If the item does not show shipped

Your order will consist of multiple shipments.

You will an email notification when the rest of your order ships to:

name

street address

apt

city state zip

Let us know if we can assist you any further.

Best wishes,

SCRIPTING

We have confirmed that this  should have been a part of the recent shipment. We are going to escalate this on your behalf. We are working with our team here to get the corrected item sent. This will get replaced and be to you before you need to wear the uniform. We just want to assure you have the right expectation of the time frame. This will be potentially around the end of January beginning of February to get shipped your way.