Buyer contacted to request the sales invoice for the product received.
Validate if the product is from MARKETPLACE/LAZMALL and within 15 days from the date delivered:
Sales Invoice Request > Customer already contacted the seller via Instant Message (No) > Advise customer to contact seller via IM for sales invoice request > End
Sales Invoice Request > Customer already contacted the seller via Instant Message (Yes) > Beyond 15 days > Advise customer to contact seller via IM for sales invoice request since the request is no longer valid on our end > End
Sales Invoice Request > Customer already contacted the seller via Instant Message (Yes) > Within 15 days > Advise customer that we will coordinate with the seller and expect update within 72 business hours > Pass the case to PSC Malasakit (On hold, parent case) > End
Validate if the product is from RETAIL OR FULFILLED BY LAZADA STORES and within 30 days from the date delivered:
Sales Invoice Request > Get details of sales invoice request > agent checks "Retails SI" folder, select delivered date folder, and ON in Team File > SI available in Team File (Yes) > Agent provides the sales invoice to customer > End
Sales Invoice Request > Get details of sales invoice request > agent checks "Retails SI" folder, select delivered date folder, and ON in Team File > SI available in Team File (No) > Input in Team File "SI Request Tracker" and pass the case to PSC (Parent case, on-hold) > End
Validate if the product is from CROSSBORDER shops.
Sales Invoice Request > Advise customer that we cannot provide SI > educate that the seller's business is registered abroad and SI cannot be presented for tax claiming purposes > Customer received proof of purchase as a confirmation upon delivery > End
Sales Invoice Request > Advise customer that we cannot provide SI > If customer is insistent > Within Guaranty period > Advise customer to return the item and select Missing Accessory as the refund reason > Process Return as long as it is within return policy and follow the contact reason and comment > End
Sales Invoice Request > Advise customer that we cannot provide SI > If customer is insistent > Beyond Guaranty period > educate that the seller's business is registered abroad and SI cannot be presented for tax claiming purposes > Customer received proof of purchase as a confirmation upon delivery > End
ESCALATION TEMPLATE:
ON:
Item name:
SKU:
Seller name:
Name to appear in sales invoice:
Email address:
ESCALATION TEMPLATE UNDER THE REASON THAT THE REQUEST IS FOR WARRANTY CLAIMS:
Name to appear in sales invoice:
Purpose/reason for request: Warranty claims
Date:
Case Number:
Order Number:
Item Name:
Item ID:
Delivered Date:
Agent Name:
Reason for SI Request: For warranty purpose