Embedded Files
Reminder: Stay professional with customers. Escalate if needed—your attitude reflects the team. Let’s lead with respect.
LIM (Lost In Mail)
LIM (Lost In Mail)
Description: When the customer wanted to receive the same item after reporting a lost package
Tools Needed: AMS
Steps:
Verification Process Customer's Name & email address (if customer doesn't have an email address)
Acknowledged reason of the call : Reshipment
Confirm the item details (item description. price and quantity)
Go to the Returns tab on the customer screen and paste the Invoice number.
Click Get Breakup. Click Process return. Make sure that it is underlined/clickable
After you click “process return” and select:
Request For: Return
Customer reason: Missing Item
Action: RWR (Lost In Mail)
Select Auto refund to store credit (for a reshipment). Click Yes to refund shipping.
Click Submit. A store credit will be processed instantly to allow for reshipment.
After clicking Submit, refresh the account and repurchase the order using the store credit.
REMINDERS: Make sure the order is not under Budget Pay; BP orders are not eligible for reshipment
This process is to be performed by the agents. No more need to wait for assistance with SC.
This process is for reshipment ONLY. If a customer asks for a refund to store credit for any other reason, please follow the usual Refunds process.
Verify information before placing the reshipment. Confirm cx once reshipment is process successfully.
Note: We No longer need to verify the email address on file. (update posted 07/16/24)
Ask for further assistance before delivering personalized closing spiel.
Suggested Note Template:
Reason of call: Order tracking- LIM for reshipment (order number)
Action Taken: process reshipment successfully under new order # advised cx delivery TAT. (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."
Processing Reshipment:
"I apologize for the lost package. I will make sure to process reshipment for the same exact item ASAP and just give as few days to deliver this new item for you."
Delivering Resolution
"Reshipment has been processed successfully. Kindly allow as (TAT) for the delivery to your address . "
Invoice No Item (INI)/ Missing Item
Invoice No Item (INI)/ Missing Item
Description: When the customer wanted to receive the same item after reporting an empty package/ Missing items
Tools Needed: AMS
Steps:
Verification Process Customer's Name & email address (if customer doesn't have an email address)
Acknowledged reason of the call : Reshipment
Confirm the item details (item description. price and quantity)
Go to the Returns tab on the customer screen and paste the Invoice number.
Click Get Breakup. Click Process return. Make sure that it is underlined/clickable
After you click “process return” and select:
Request For: Return
Customer reason: Missing Item
Action: RWR (Empty box)
Select Auto refund to store credit (for a reshipment). Click Yes to refund shipping.
Click Submit. A store credit will be processed instantly to allow for reshipment.
After clicking Submit, refresh the account and repurchase the order using the store credit.
REMINDERS: Make sure the order is not under Budget Pay; BP orders are not eligible for reshipment
This process is to be performed by the agents. No more need to wait for assistance with SC.
This process is for reshipment ONLY. If a customer asks for a refund to store credit for any other reason, please follow the usual Refunds process.
Verify information before placing the reshipment. Confirm cx once reshipment is process successfully.
Note: We No longer need to verify the email address on file. (update posted 07/16/24)
Ask for further assistance before delivering personalized closing spiel.
Suggested Note Template:
Reason of call: Order tracking- LIM for reshipment (order number)
Action Taken: process reshipment successfully under new order # advised cx delivery TAT. (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."
Processing Reshipment:
"I apologize for the empty box/ missing item. I will make sure to process reshipment for the same exact item ASAP and just give as few days to deliver this new item for you."
Delivering Resolution:
"Reshipment was successfully process. Kindly allow as (TAT) for the delivery to your address ."
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