Lost in LogisticsUpdated 3 years ago
Lost in Logistics
Shopify Orders (D2C Orders) Lost in Transit ---Order number: #FZ****, #FZ-DE****, #FZ-UK****, #FZ-FR****......
FBM shipping (FBM: Fulfilled by Merchant)
Scenario 1: The logistics status shows parcel lost, after verifying the specific logistics information, provide the customer with the refund/replacement solution:
1. the customer accepts the refund ---- overseas customer service to fill out the refund and save it --- Domestic customer service to issue the refund and make a claim. ---case ended
(Claim information: 1. screenshot of order details (D2C: order page) 2. screenshot of undelivered logistics 3. screenshot of customer feedback (communication records))
2. Customer accepts the replacement ----overseas customer service to fill out the replacement and save it --- Domestic customer service to carry out the reissuing operation and make a claim (claim information as above). ---snooze email --- provide the customer with the tracking number, case ended.
(Case: https://y.gorgias.com/app/ticket/48179435; https://y.gorgias.com/app/ticket/51292420)
Scenario 2: The logistics is not updated for more than 14 days, according to the rule of lost items, we should take a full responsibility, to provide a full refund/replacement solution for the customer.
Consistent with Scenario 1 the above parcel lost status. The processing method is the same as above.
Scenario 3: Logistics shows delivery but the customer has not received it, customer service to verify whether the delivery address is the same as the address when the order is placed.
The address is the same
A. Logistics information shows delivered but not received, signing off time within 3 days (especially over the weekend), ask the customer to wait for a while; Reply Template: [Logistics] FBM - Shows that the sign has not been received - the address is ok - within 3 days
B. Logistics information shows delivered but not received, signing off time over 3 days
let the customer provide their delivery address, and let the customer firstly look for the parcel near home, ask the neighbors, reply template: [Logistics] FBM - Shows that the sign has not been received - more than 3 days
1. if the parcel is found, all is well and the case is closed.
2. if the parcel is not found and the address provided by the customer is the same as the address where the order was placed, it will be handled according to our responsibility and a refund/replacement solution will be provided.
Customer accepts refund ---- domestic customer service to issue the refund directly/overseas customer service to fill in the refund, domestic docking customer service processing - case closed
Customer accepts a replacement ---- domestic customer service to arrange the replacement/overseas customer service to fill in a replacement, domestic docking customer service for a replacement operation and claim. ---snooze mail --- return the logistics bill number, case completed.
3. If the package is not found, the address provided by the customer is not consistent with the address of the order, let him go to the address of the order to find out, we will not compensate.
(Case: https://y.gorgias.com/app/ticket/33516006;; https://y.gorgias.com/app/ticket/51367199)
Address inconsistency, logistics responsibility, logistics sent to a wrong address. Deal with it according to our responsibility and offer a refund/replacement solution, in line with the above.
Amazon orders Logistics lost items
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 D2C #FZ****, it will be shipped through multiple channels and handled according to FBM lost items processing.
Gorgias reply template: [traditional table] FBA logistics problems & deductions > Direct contact with Amazon customer service
Wayfair orders Logistics lost （shipping companies: Fedex and UPS, large items are shipped by LTL）
Scenario 1: We can find out the case in "all order alerts", customer feedback that they didn't receive the package --- verify the logistics status --- logistics status shows the package lost --- provide a replacement solution
1. in stock, directly reissue, snooze email --- provide the customer with the logistics tracking number, case closed
2. out of stock, snooze case until it is in stock and then re-send
Scenario 2: "ticket", customer feedback that the package has not been received --- verify the logistics status --- logistics status shows the package lost --- The processing method is the same as above.
Walmart order Logistics lost
The processing process is the same as the independent station