Logistic errorsUpdated 3 years ago
Logistic errors
Shopify orders (D2C orders) Logistic errors --- D2C orders #FZ****, #FZ-DE****, #FZ-UK****, #FZ-FR****......
FBM Shipping (FBM: Fulfilled by Merchant)
Scenario 1: Wrong address sent
First post: customer feedback that the goods have not been received, but the logistics shows that they have been signed for --- the logistics shows that the signed for address is the same as the customer placed the order.
Replied to customers: 1. advise customers to contact the logistics directly; 2. advise customers to wait another 3 days; 3. check with neighbors whether the parcel has been signed for by someone else and double-check around the residence; 4. confirm the delivery address with customers again (to prevent customers from filling in the wrong delivery address for their own reasons)
--- The address provided by the customer is correct
1. the product is not received finally--- we will give a full refund or a replacement solution
Same operation process as before.
2. Customer feedback received the package --- express happy/chill ---- case ended
---customer filled in a wrong address, advise customer to pick up the package at arrival address, we do not compensate for this situation.
First post: customer feedback he did not receive the goods, but the logistics show signed for --- logistics show signed for the address and the address provided by the customer is not consistent
We are responsible for giving refunds/replacement of new tables.
Scenario 2: Wrong item sent (customer buys a product that is not the same as what they received)
First post: If the customer gives feedback that they have received the wrong item, the customer is required to provide something: 1. the order number and the delivery address; 2. a photo of the label with the sku; 3. open the parcel and provide a picture of the wrong item.
(If any of the above points are provided, it will be removed.) Once the customer has provided the relevant evidence pictures, the matter will be dealt with as our responsibility. Offer a replacement / full refund option
If the order sku ≠ the outer box sku, there are three parties responsible for the error: 1. the overseas warehouse allocation error; 2. the order system error; 3. the factory with the wrong goods.
Offer a replacement / full refund option
If the order sku = outer packing box sku, but the item does not match the actual product, there are still three parties responsible for the error: 1. the factory is wrongly allocated; 2. the operation pushes the wrong product; 3. the supply chain end of the purchase labeling error.
The processing method is consistent with the wrong product.
Note: If the Amazon order, such as: 111-1112344-2334567 shipped from overseas warehouse, according to the FBA wrong parts processing
Amazon orders logistics error
FBA (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 station #FZ****, it will be shipped through multiple channels and handled in accordance with the FBM error
For example: https://y.gorgias.com/app/ticket/52149887
Wayfair orders logistics error
Replacement shipment
Walmart order logistics error
The process is the same as Shopify