Description:  Customer call in to track an order that she purchased

Tools Needed: AMS | Salesforce

Steps: 

1. Verification Process (Customer's Name) / email address (if cx doesn't have any email address)

2. Verify the item or order the customer want to Track. (take the cue based on the description provided by the customer.

3. Search for the item using the description, no need to ask for the specific order number.

4. Confirm shipping Address

5. Identify the courier by checking on the tracking number

6. Pull up carrier's website and search with the available tracking number

7. Provide cx last scanned update (status, date and time) and location. Provide estimated delivery date if there's any

8. Advise delivery TAT if needed to set proper expectation. Don't forget to educate the cx about our self help option available via online/ShopLC website .

9. offered to opt in customer's email/phone for updates from courier's website.

10. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: cx called to track the order (order number)

Action Taken: able to provide the latest scanned update and location of the package

(tracking number)(last scanned update and status)(last scanned date and location)- Free flow

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Provide cx last scanned update (status, date and time) and location. Provide estimated delivery date if there's any

"As of (date) your package was scanned at (location) and is still on it's way. Kindly allow as to few more days and expect the package to be delivered around (estimated delivery date provided) buy still not guarantee."

Offered to opt in customer's email/phone for updates from courier's website.

"Would you like to opt in for updates from the courier's website via email/phone number ?"

Self help example script from QA.

"I was delighted to help you with your order tracking. Additionally, I want to inform you about our new online feature. It enables you to effortlessly  check on the status of your orders. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to Orders, select order history and filter it out with the date of purchased, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

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Description:  Customer call in to track on  a pre order item that she purchased.

Tools Needed: AMS 

Steps: 

1. Verification Process (Customer's Name) / email address (if cx doesn't have any email address)

2. Verify the item or order the customer want to Track. (take the cue based on the description provided by the customer.

3. Search for the item using the description, no need to ask for the specific order number.

4. Confirm shipping Address

5. Educate the customer about the pre order TAT. Don't forget to educate the cx about our self help option available via online/ShopLC website .

6. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: cx called to track the order (order number)

Action Taken: able to provide the latest scanned update and location of the package

(tracking number)(last scanned update and status)(last scanned date and location)- Free flow

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Educate the customer about the pre order and it's TAT

"A preorder allows you to reserve your item before it becomes officially available in our warehouse . Once the item arrives in our warehouse it will be shipped out to you ASAP. Preordering ensures you don't miss out on the limited stock and the standard TAT we have is up to 15 bus days for the warehouse to receive it but still not guarantee."

Self help example script from QA.

"I was delighted to help you with your order tracking. Additionally, I want to inform you about our new online feature. It enables you to effortlessly  check on the status of your orders. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to Orders, select order history and filter it out with the date of purchased, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here

Description:  Package is never receive and with tracking updates that's over TAT period

Tools Needed: "AMS / Courier's Website (DHL/USPS/FEDEX/UPS/Universal Tracking)"

Steps: 

1. Verification Process (Customer's Name) / email address (if cx doesn't have any email address)

2. Verify the item or order the customer want to Track. (take the cue based on the description provided by the customer.

3. Search for the item using the description, no need to ask for the specific order number.

4. Confirm shipping Address

5. Identify the courier by checking on the tracking number

6. Pull up carrier's website and search with the available tracking number

7. Confirm last scanned update. When to tag LIM package?

8. If there's no update 5 days after the estimated delivery date.

9. 12 bus days from the ship out date, If no estimated date available or after 12 business days but no current update from the carrier.  deliver resolution

10. BELOW $50-Provide option to do a refund or reshipment (if the item is available)

11. ABOVE $50-ask supervisor for further options.

12. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: cx called to track the order- LIM(order number)

Action Taken: able to provide the latest scanned update and location of the package

(tracking number)(last scanned update and status)(last scanned date and location). (resolution: free flow)

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

delivering resolution

BELOW $50

"We regret to inform you about the package being Lost. ShopLC will be responsible for the reshipment (if the item is available) or a refund, whichever you think you wanted the most..."

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Description:  Package was tagged as delivered but the customer claimed that she didn't receive the package

Tools Needed: "AMS / Courier's Website (DHL/USPS/FEDEX/UPS/Universal Tracking)/  Salesforce

Steps: 

1. Verification Process (Customer's Name) / email address (if cx doesn't have any email address)

2. Verify the item or order the customer want to Track. (take the cue based on the description provided by the customer.

3. Search for the item using the description, no need to ask for the specific order number.

4. Confirm shipping Address

5. Identify the courier by checking on the tracking number

6. Pull up carrier's website and search with the available tracking number

7. Confirm last scanned update (scanned as delivered) with date/time and location. Don't forget to educate the cx about our self help option available via online/ShopLC website.

8. Deliver resolution- advise the customer to file a claim by calling the carrier or the cx can file a police report for a possible theft in their area. If the cx will insist, below are the available options:

9. BELOW $50-Provide option to do a refund or reshipment (if the item is available). Please consider the customer's retention percentage and if the customer never call about the same issue before(OTC).

10. ABOVE $50-ask supervisor for further options. The last option is to escalate the situation to out E-Service Team via Salesforce (with supervisor's approval)

11. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: cx called to track the order- Scanned delivered (order number)

Action Taken: able to provide the latest scanned update and location of the package

(tracking number)(last scanned update and status)(last scanned date and location). (resolution: free flow)

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Delivering Resolution 

"We apologize for the package that was missing, kindly consider calling the courier partner (provide the tracking number) to start an investigation. You may also consider checking your neighborhood and or filing a police report if necessary."

If the cx will insist, below are the available options:

BELOW $50- customer with Good retention percentage/ not abusive

"We regret to inform you about the package that you didn't receive even after it was tag as delivered. ShopLC will be responsible for the reshipment (if the item is available) or a refund, whichever you think you wanted the most..."

Above $50-customer with low retention percentage/abusive

"I'll go ahead and check further option we can offer to resolve this promptly. Kindly allow me few seconds here to check please."

"I will be escalating this to our high teams for the investigation to be done... "

Self help example script from QA.

"I was delighted to help you with your order tracking. Additionally, I want to inform you about our new online feature. It enables you to effortlessly  check on the status of your orders. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to Orders, select order history and filter it out with the date of purchased, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

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Scanned Delivered & LIM

SCANNED AS DELIVERED

1. Customer must file a police report for their stolen package.

2. The customer will take that report to their carrier. 

3. The carrier will then file a claim on their end to resolve any issues the customer is having.

FedEx

Send an E-Service request to Admin for the following reasons:

1. Lost in Mail

2. The photo from FedEx isn't the customer's door

Note: Our policy does not allow offering a one-time courtesy credit for packages scanned as delivered.

*Ask the customer to describe what their door or place looks like so we can do a cross-reference with the photo shown on the FedEx website

Posted on 7/18/2024, Updated on 8/7/2024.

Description:  Successfully placed order that has not manifested within 72 business hours from the order date/invoiced date.

Tools Needed: AMS / MS Teams /  Salesforce

Steps: 

1. Verification Process (Customer's Name) / email address (if cx doesn't have any email address)

2. Verify the item or order the customer want to Track. (take the cue based on the description provided by the customer.

3. Search for the item using the description, no need to ask for the specific order number.

4. Check on the status . If there is no movement or update from the order date (authorization success status) tag as Stuck order.

5. Confirm if the order is stuck-If the order date/Invoice date is over 24-72 business hours. Don't forget to educate the cx about our self help option available via online/shopLC website .

6. Proceed with Cancellation (authorization success status). For invoice status, please check the invoice date and see if it's within our 24-48hrs order processing time. If it's beyond the lead time then you may do a follow-up by sending details to "Warehouse Close-Loop" GC to have it expedited  

7. If the item is still available and cx requested it to be repurchase, you may go ahead. But, if the item is out of stock a refund after cancellation will be processed. (Educate refund process and TAT)

8. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: cx called to track the order- stuck order (order number)

Action Taken: educated cx about stuck order(resolution: free flow)

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Delivering Resolution 

"We apologize for the package that was missing, kindly consider calling the courier partner (provide the tracking number) to start an investigation. You may also consider checking your neighborhood and or filing a police report if necessary."

Self help example script from QA.

"I was delighted to help you with your order tracking. Additionally, I want to inform you about our new online feature. It enables you to effortlessly  check on the status of your orders. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to Orders, select order history and filter it out with the date of purchased, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

STUCK ORDER SCRIPT

"Because of the system update this item did not attach properly to the order preventing it from processing correctly. I will need to cancel the order. Let me check availability of the item, and if we have it in stock, I can reprocess the order. If not, we will refund the order in full to your original method of payment. I am very sorry for this inconvenience and will fix this for you."

Explore Suggested Scripts Here

Description:  When some items in the same order were shipped and some are still on the process to be ship.

Tools Needed: AMS / MS Teams /  Salesforce

Steps: 

1. Verification Process (Customer's Name) / email address (if cx doesn't have any email address)

2. Verify the item or order the customer want to Track. (take the cue based on the description provided by the customer.

3. Search for the item using the description, no need to ask for the specific order number.

4. Check on the status of the order if it was was ship out or not.

5. If you see Partial Manifest under order status that means some of the items were shipped and  some were repick

6. Educate and inform cx why some of the items were not yet ship out and set proper expectation about the TAT. Don't forget to educate the cx about our self help option available via online/ShopLC website .

7. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: cx called to track the order- partially manifested (order number)

Action Taken: educated cx why the order/item was not yet shipped and provided cx possibilities. (resolution: free flow)

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

 If you see Partial Manifest under order status that means some of the items were shipped and  some were repick

"A partial manifest happens when one of the items assigned for that invoice and tracking number was not included to be ship out due to several reasons like the item is not on location or there's an issue with an item so what the warehouse did, those items available for delivery was ship out first and the item that was not included was separated to different package/invoice to mark the item and once we get that item it will be ship out to you and it may appear partial manifest on your end not invoice because the invoice that was used for that mark item is different and it is intended only for the warehouse so once that mark item will be invoice it will be ship out to you as soon as possible under different tracking number."

What is Repick?

"Warehouse was unable to find the item in its location when they were working to fill the order. The item is in stock, but cannot be located due to several reasons. The item is split off of the invoice and set to one side for another team to search and find the location of the item so that the order can be filled and shipped out."

Self help example script from QA.

"I was delighted to help you with your order tracking. Additionally, I want to inform you about our new online feature. It enables you to effortlessly  check on the status of your orders. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to Orders, select order history and filter it out with the date of purchased, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here

Description:  Is when the customer received the package with incomplete /lacking/sealed box no item.

Tools Needed: AMS / MS Teams /  Salesforce  /  Courier's Website (DHL/USPS/FEDEX/UPS/Universal Tracking)

Steps: 

1. Verification Process (Customer's Name) / email address (if cx doesn't have any email address)

2. Verify the item or order the customer want to Track. (take the cue based on the description provided by the customer.

3. Search for the item using the description, no need to ask for the specific order number.

4. Confirm shipping Address

5. Identify the courier by checking on the tracking number

6. Pull up carrier's website and search with the available tracking number

7. Confirm last scanned update (scanned as delivered) with date/time and location.

8. Once concluded that the item/s is missing kindly proceed with the resolution proper.

9. DELIVER RESOLUTION-  below are the available options:

10. BELOW $50-Provide option to do a refund or reshipment (if the item is available). Please consider the customer's retention percentage and if the customer never call about the same issue before(OTC).

ABOVE $50-ask supervisor for further options. 

      ABOVE $199- Send Salesforce request to refunds team for further assistance.

11. 8.Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: cx called to track the order- NIL/ Missing item (order number)

Action Taken: Resolution Free Flow

Suggested Scripts:

Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Delivering resolution - We apologize for receiving an incomplete package/ empty box...

BELOW $50- cx with Good retention percentage/ not abusive

"We regret to inform you about the package that you didn't receive even after it was tag as delivered. ShopLC will be responsible for the reshipment (if the item is available) or a refund, whichever you think you wanted the most..."

Above $50 - cx with low retention percentage/abusive

"I'll go ahead and check further option we can offer to resolve this promptly. Kindly allow me few seconds here to check please."

ABOVE $199- Send Salesforce request to refunds team for further assistance.

"I will be escalating this to our higher teams for the investigation to be done... "

Explore Suggested Scripts Here

 Any inquiries about Dropship Order, kindly send an email to tina.fields@shoplc.com