Embedded Files
CX Scenario
Check with Stock Control?
Order despatched from warehouse with no tracking history
No
Order despatched from store with no tracking history
Yes - Stock Control will ask the store to complete a line check if they haven’t already had an add-on
Order still in transit after a few days
No - you should be contacting the courier
Order returned to warehouse and has a signature for delivery
No
Order returned to warehouse with no tracking or signature available
Yes - Stock Control will check for add-ons in the warehouse
Order delivered to the customer’s address and customer only received 1 shoe in the box
Yes - Stock Control will ask store to check their stockroom and shop front for missing odd shoe
Order delivered to the customer’s address, signed for but is an empty box - single order
No
Order delivered to the customer’s address, signed for but has item missing or empty box - multiple/ linked orders (same consignment number)
Yes - Stock Control will check the despatch location for add-ons and request a line check in the store if applicable
Order returned with no information
No - should be checking the no info sheet as all logged
Customer has received the wrong item and returned to warehouse (when processing cages)
No, we are no longer required to email Stock Control regarding a customer who has received an incorrect item (something that does not match the code on the order).
All that will be required from us now, will be to return the line on COA3 as normal.
As part of their process, the returned lines will be written off each week – and the actual physical codes scanned into location in the Warehouse to correct the stock.
Customer has received the wrong item and returned to store
No
Balancing the Rec sheet
No
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