IMPORTANT
Solution provided must be the same for Official Store.
L1 agents can check shipping status or evidence provided by buyer to decide the issue can be processed or not.
For refund processing via system (Cancel/Refund), advise the customer to contact platform.
If there are any indications of a Hard Complaint, the agent must follow the Hard Complaint Flow.
Complaint Handling
Check Shipping Status
Probing Evidence - If the order status is not lost.
Validate the Evidence – (Ensure all evidence is validated and attached by buyer)
Provide a Solution – (Based on the situation)
Escalate – (If necessary)
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Recommended Script
Probing Evidence
"Hi Dear, sorry for the inconvenience. Regarding the lost package, kindly provide the following documents for further checking:
Proof of conversation with CS delivery service or platform
Screenshot that the order is declared lost
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). We suggest you to contact the delivery service at (3PL Contact). Thank you."
Order Status Confirmed as Lost
"Hi Dear, sorry for the inconvenience. Regarding the order that has been declared as lost, we already escalate the issue to our relevant team. Kindly wait for the process, and we recommend that you also contact the delivery service at (3PL Contact) or platform at (Platform Contact) for further information. Thank you."
Order Status Not Confirmed as Lost
"Hi Dear, sorry for the inconvenience. Regarding the lost package, we suggest you to contact the delivery service at (3PL Contact) or platform at (Platform Contact). If there is a declaration that the order is lost, please send a screenshot of the statement from the platform or delivery service (not courier) to us via this chat column, and we will assist with further checks. We will wait your confirmation."