Embedded Files
TOOLS TO USE TO SEARCH FOR ORDER
Extensiv
Shopify
Amazon Seller Central
UPS.com
Recharge Subscription App
Warranty Registry (Jotform)
NOTE FOR RESELLER'S HANDLING
Endorse to L2/Reseller Team with the following information if the order is for a reseller
Customer / Business Name (Full)
Order #
Quantity per SKU
Email Address
Contact Number
Shipping Address
Warranty Registered (Y/N)
Clear details of escalation / request:
INITIAL PROCEDURES: LOST PACKAGE / ITEM(s)
Perform WHERE'S MY ORDER? (WISMO) Steps
Search for the order by entering the tracking number in UPS and check the status of the delivery
Important: Check if the shipping address matches.
a. If it matches, send the proof of delivery to the customer
(File Name: Proof of Delivery_ Customer’s Name)
b. If it didn’t match, verify the correct address
Acquire more information from the customer as needed.
Suggested Scripting:
“Thank you for getting this to our attention and we're sorry to hear that you've yet to receive your package after all this time.
I took a look at this and saw that it was delivered to the address provided on your order on (enter date of delivery), attached is the proof of delivery for your reference. Please provide your complete shipping address so we may verify from our end.
May I also ask if you've already filed for a UPS claim for this incident? Will it be possible to review your CCTV or perhaps check with your neighbors if they've seen the package? If you are living in an apartment complex, you may also check with the building administration office if they received it on your behalf. Also, there are times that tracking shows delivered but it doesn't get dropped off until the next day or so. If you still haven't received the item in 3 business days, please let me know so I can file a UPS Claim on your behalf.
We apologize for the inconvenience. We just need to exhaust all means in finding the package before we can send a replacement.
We will circle back for your response, rest assured that we will do our best to resolve this the soonest. Thank you and stay safe!”
Include the script below if the package shows delivered within 3 days or so. Edit the scripting to make sure that it is applicable to the customer’s situation
“Also, please note that UPS sometimes pre-tagged that they delivered the order and will complete the delivery within three days or so. Please let us know if you still didn't receive it after five days from today so we can file a claim with UPS on your behalf. Rest assured, we will help you with this.”
Initiate filing a claim once confirmed that the package is lost.
See UPS File a Claim process document (make sure it’s still linked to the UPS File a Claim document)
Monitor UPS claim status
INITIAL PROCEDURES: MISSING PACKAGE
Perform the steps below if there’s a missing item on the customer’s order
Search for the order in Shopify and check the items ordered by the customer [ SKU(s), quantity]
Perform WHERE'S MY ORDER? (WISMO) Steps
Search for the order by entering the tracking number(s) in UPS
Information to check and review in UPS to verify that all items on the order has been delivered
Check all the tracking numbers (if there are multiple tracking numbers)
Check the weight (especially if there are multiple quantities)
Check if there are Other Packages on the Shipment (see sample photos below for reference
a. If it matches, send the proof of delivery to the customer
(File Name: Proof of Delivery_ Customer’s Name)
b. If it doesn’t match, verify what item the customer received by asking for a photo of the item(s)
delivered including the shipping label on the box
INITIAL PROCEDURES: DAMAGE ITEM(s)
Ask probing questions to gain more information regarding the situation (if not yet provided by the customer)
IMPORTANT:
For refunds, if a customer followed up with the request and L1 was able to check that the unit is on its way back to us, L1 to proceed with the refund and no need to escalate to L2 for assistance.
>>> Click Suggested Responses (search for LOST OR MISSING PACKAGE)
>>> See UPS File a Claim to view How to handle depending on the UPS Claim Status result
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