Delivery Status

This article provides a detailed guide for handling delivery status–related inquiries. 

1. Check Tracking First: Always review the tracking link or status in Jetpack (JP) before responding.

2. Timeframes to Remember:

   • US Orders: 5–10 business days (excluding weekends and holidays).

   • International Orders: 6–8 weeks (due to customs clearance and varying courier processes).

Tracking shows the package is moving through the network and the delivery window has not yet passed.

Macro: Delivery::Order Shipped / In Transit

Tracking shows no movement for 10 days.

Resolution:

• Always offer a reshipment first. Confirm the customer’s updated shipping address before initiating the reshipment.

Macro: Delivery::Lost in Transit

• If the customer accepts the reshipment, process it in Jetpack and send the macro: Shipping::Reshipment Order Processed.

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

Macro: Refund::Refund Confirmation / Processed

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

This situation applies when:

• The customer is requesting the status of their delivery and tracking shows Delivered,

• The customer reports receiving a delivery notice or update stating their order was delivered but they did not actually receive the package, or

• The customer complains about not receiving their package even though tracking reflects a Delivered status.

In these cases, tracking indicates the order has reached its final destination, but the customer is unable to locate it.

1. US Orders

   • Macro: Delivery::Package Marked Delivered but Not Received - US

2. International Orders

   • Macro: Delivery::International::Package Marked Delivered but Not Received - International

Possible Outcomes:

• Customer confirms they found it:

  • Close the case by sending the below macro.

  • Macro: Delivery::Confirmed Delivery 

• Customer still cannot locate the package:

  • Always offer a reshipment first. Confirm the customer’s updated shipping address before initiating the reshipment.

    • Macro: Delivery::Order Still Not Received

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

    • Macro: Refund::Refund Confirmation / Processed

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

The package is returned due to courier or shipping issues.

Resolution:

• Always offer a reshipment first. Confirm the customer’s updated shipping address before initiating the reshipment.

  • Macro: Return::RTS Retention::RTS Returned Due to Courier/Shipping Issues (Non-Customer or Non-Konscious Causes)

  • If the customer accepts the reshipment, process it in Jetpack and send the macro: Shipping::Reshipment Order Processed.

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

  • Macro: Refund::Refund Confirmation / Processed

  • For refund Request: Process a refund minus a 10% shipping and handling fee. 

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

The order was delivered to an incorrect address provided by the customer.

Resolution:

• Offer a one-time courtesy reshipment to the correct address as an exception. Confirm the updated shipping address before processing the reshipment.

  • macro: Delivery::Delivered to Incorrect Address – Confirm Updated Shipping Address

  • If the customer accepts the reshipment, process it in Jetpack and send the macro: Shipping::Reshipment Order Processed.

  • If the updated shipping address has already been provided process the reshipment and send the macro Delivery::Delivered to Incorrect Address Resolved by Reshipment.

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

  • Macro: Refund::Refund Confirmation / Processed

  • For refund Request: Process a refund minus a 10% shipping and handling fee. 

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