Logistics DelaysUpdated 3 years ago
Logistics Delays
Shopify orders Logistics delays ---order number: #FZ****, #FZ-DE****, #FZ-UK****, #FZ-FR****......
FBM Delays (FBM: Fulfilled by Merchant)
Scenario 1: Delayed delivery --- three days after the customer placed the order, the parcel has not been shipped out---calm down the customer's emotions, explain the reason of logistics delay, suggest the customer to wait 3-5 working days, snooze email
Overseas customers: transfer to the corresponding domestic customer service, let him query more detailed reason for non-delivery
Domestic customers taking: Feedback to logistics colleagues to inquire specific reasons
1. out of stock --- inform the customer that the product purchased is out of stock, according to the overselling process --- check the expected arrival time of this sku, if the waiting time is within two weeks, provide 3%-5% compensation for delay; if the waiting time is more than two weeks, provide a refund/change the sku solution with stock
---Customer accepts refund ---Refund ---case closed
---Customer accepts other sku in stock ---shopify and order system to edit order and arrange delivery ---case closed
2. warehouse problem, let logistics colleagues notify overseas warehouse to arrange shipment as soon as possible --- 2-3 working days later, inform the customer logistics tracking number --- case closed
Case: https://y.gorgias.com/app/ticket/32976538?from=from_parent_mindnote
Scenario 2: Delivery delay
1. exceed the time limit for arrival, 8 days after delivery, the customer has not received the goods, explain the logistics delay, the parcel is in normal transport, advise the customer to wait for 3-5 working days
--- customer is willing to wait, case completed.
--- customer is not willing to wait, emotional appeasement, offer transport delay compensation --- delay less than 7 days, offer 3% compensation; delay over than 7 days, offer 5% compensation.
2. more than the arrival time limit, 8 days after delivery, the customer has not received the goods, explain the logistics delay, logistics status is not updated, 14 days logistics is not updated or not received the goods, we will be fully responsible---snooze mail, pay attention to logistics information
--- over 14 days no update, we take a full responsibility. We will provide a replacement/refund option.
---signed for, case closed.
Note: If the Amazon order, such as: 111-1112344-2334567 shipped from overseas warehouse, according to the FBA delay processing.
Amazon orders Logistics delays
FBA (FBA: Fulfilled by Amazon)
FBA orders: logistics problems can be recommended to 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 a standalone site #FZ**** and is shipped through multiple channels, it will be handled in accordance with FBM logistics delays
Walmart orders Logistics delays
The handling process is the same as that of the stand-alone site