Delivery or Product Issues

When a customer reports any of the following:

1. Damaged item (e.g., broken seal, leaking, cracked bottle)

2. Incorrect item (e.g., wrong product)

3. Missing item (e.g., customer didn’t receive part of their order)

4. Defective or quality concern (e.g., taste, smell, texture, appearance, incorrect number of capsule)

5. Delivery concern where visual confirmation is helpful (e.g., package looks tampered, damaged during shipping)

Send the macro [Delivery] Delivery/Product Issue – Photo Needed.

Review the customer’s photos carefully. Confirm the reported issue (damaged, incorrect, missing, defective, or delivery damage) before proceeding.

Resolution:

• If the customer accepts the reshipment offer, process it in Jetpack and send the appropriate macro.

  • 1. Shipping::Reshipment Order Processed - Used when the original order didn’t arrive or was returned, and the same items are being resent to the customer.

    2. Shipping::Replacement Order Processed - Used when an item arrived damaged, defective, or incorrect, and a new item is being sent as a replacement.

• If the customer declines reshipment/replacement offer and insists on a refund, process a refund instead.

  • Macro: Refund::Refund Confirmation / Processed

This approach aligns with the customer service goal of prioritizing reshipments to reduce refunds while ensuring customer satisfaction.

Filling out the Manufacturing and Fulfillment Defects form is required when this issues are encountered.