Consultation ProgressUpdated 3 years ago
Consultation Progress
Shopify Orders (Standalone Orders) Enquiry Progress --- Order number: #FZ****, #FZ-DE****, #FZ-UK****, #FZ-FR****......
FBM Shipping (FBM: Fulfilled by Merchant)
Scenario 1: The day after the order is placed, the customer inquires the logistics status.
--- If no logistics tracking number has been generated, informing the customer that the order is being processed and that the customer will be notified via SMS/email once the tracking number has been generated.
--- If tracking number has been generated, provide the corresponding tracking number to the customer --- case completed
Scenario 2: The logistics track has been updated within three days and the progress is consulted
1. if the logistics track is within the normal arrival time, inform the customer of the delivery information of the parcel, and the expected arrival time --- case closed
2. exceed the arrival time/no arrival time (more than the arrival time given by FEZIBO/logistics website), explain the logistics delay, the parcel is in normal transport, advise the customer to wait for 3-5 working days
---willing to wait, case completed
---not willing to wait, emotional appeasement, offer transport delay compensation --- delay less than 7 days, offer 3% compensation; delay more than 7 days, offer 5% compensation
Scenario 3: logistics is not updated more than three days, consulting the progress
1. not more than 14 days, explain the reason for not updating (logistics information is not updated in a timely manner), suggest waiting 3-5 days
Snooze email, pay attention to the logistics information.
---If the logistics shows signed for, inform the customer that the case is finished.
---No update for more than 14 days, we should be responsible for it, provide full refund/ replacement solution.
Customers do not want to wait blindly, inform customer that the time limit for goods delivery is 5-8 working days, generally if logistics is not updated after 14 days, we will take full responsibility.
---Customer agrees, kindly ask customer to be patient. snooze 3-5 days---we pay attention to logistics information. end
---Customers do not agree, lost pieces claim, provide a full refund solution.
2. more than 14 days, we take full responsibility, provide a full refund/replacement solution
Note: If the order of Amazon, such as: 111-1112344-2334567 shipped from overseas warehouse, according to FBA logistics processing
Amazon order Inquiry progress
FBA shipping (FBA: Fulfilled by Amazon)
FBA orders: logistics problems can basically advise customers to contact Amazon customer service directly to solve the problem (FBA can provide you with a high standard of warehousing, picking, packaging, distribution, customer service and returns and other services to achieve a true "one-stop" export)
Note: If the order is from an independent site #FZ****, it will be shipped through multiple channels and will be handled in accordance with the FBM consultation schedule
Walmart Orders Consultation Progress
The processing process is the same as that of the stand-alone site