Returned Shipments

Returned Shipment Scenarios

Was the customer unavailable after 3 attempts?

• Reach out to the customer and make sure the address is correct. 

• Once confirmed or updated make sure they know an adult needs to be present in order to receive the package. We shouldn't need to reship a 3rd time*

  • Resend using the appropriate shipper (according to the original shipping method or adjust if address was changed).

    • You can find the current status of where we ship to and which method to use here.

    • If it’s through FedEx you can ask for ID in advance and remove the adult signature on the new label.

• Repack, resend, and reply to the customer with their updated tracking number.

Was the shipment damaged and returned to us?

• Assess the damaged package.

  • If any items can be resent set aside for re-shipment.

  • If we can’t resend an item, see if we have it in stock. 

    • If we don’t - update and refund the customer.

    • If we do - make sure shopify reflects the deduction.

      • Since the customers original order has already been fulfilled and shipped this will need to be done manually or via a comp order.

        • If you are updating it manually, subtract the correct qty of that item from the product page/correct location (E-Comm/225).

• Repack, resend, and reply to the customer with their updated tracking number.

Customer requests change in delivery date while package is in transit

• With UPS, for packages that are currently in transit, it's usually best to suggest that they sign up for UPS My Choice (for free). They typically have better control over it getting dropped off at a nearby pick up location or selecting a delivery date.

Resending Shipments

• Feel free to add some extra padding to shipment just in case (especially if you're shipping with FedEx).

• Create a FedEx label the same way you did for the initial order.

• Create a UPS label through UPS.com (passwords in 1p). 

  • Make sure the account number is correct when shipping.

*Use your best judgement and assess if a customer needs additional help/discount etc. 

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