CS PH - EKB - TP - Empty Package

IMPORTANT

If the order status is already Completed/Confirmed, it can be rejected and the buyer should be directed to contact the platform's customer service, without manual solution. Exception for Shopee, if the order is Completed, follow the platform's warranty period estimate.
For refund processing via system (Cancel/Refund), advise the customer to contact the platform.
The warranty period follows the "Warranty Period" tab for each platform.
SLA for escalation to L2 is 3 calendar days for manual refund/resend.
If buyer Hard Complaint, agents must follow the Hard Complaint Flow.

2.2.5 TP - Empty Package

Complaint Handling

Probing Evidence
If the evidence is valid, L1 agents can send a confirmation statement.
Please inform Team Leader and will be followed up to warehouse team.
Once information is received from the Team Leader, provide a solution based on the TL's instructions.
If there is no confirmation more than 3 calendar days, you can proceed with a manual refund or resend.
If the warehouse team or Hard Complaint flow instructs to proceed via the system, ensure the reason is not "Empty Package & Empty Product."

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Recommended Script

Probing Evidence

"Hi Dear, sorry for the inconvenience. With regards to the empty package that you received, kindly provide the following documents for further checking:

Unboxing video (probing unboxing video only for second complaint)
Shipping label

Once received, we can then proceed in reviewing the issue."

Evidence Validation – (Evidence is Invalid or Missing)

"Thank you for your response. We’re sorry that we’re unable to proceed further because (lack of evidence/inappropriate evidence/other reasons). Please ensure to (record unboxing video from start to finish when opening the package / other reasons). Thank you."

Solution - (Status Incomplete)

Confirmation statement (Before receiving information from TL)

"Hi Dear, sorry for the inconvenience. With regards to the empty package that you received, we currently need to wait for a check from our relevant team. Please kindly wait for further information."

Solution After Get Information from TL – Incomplete Status

"Hi Dear, sorry for the inconvenience. With regards to the empty package that you received, we have received information from our relevant team and will process (solution provided by the TL). Please wait for your confirmation."

If there is no information from warehouse team within 3 calendar days

Status (Incomplete) & Solution (Complete)

"Hi Dear, sorry for the inconvenience. With regards to the empty package that you received, we can assist you further by manually processing it:

Refund Manual
Resend Manual

Kindly completed the order to avoid double submissions (if status still incomplete). We will wait for your confirmation."

Escalate – (If necessary)

"Thank you for your confirmation. We already followed up the issue to our relevant team, and we will contact again through this chat within checking time of 3 calendar days. Thank you."