Step 3Updated 3 years ago

Step 3: Execute the solution

Scenario 1: customer letter feedback received the wrong product, confirm the presence of the order number, provide the outer box and received the wrong picture, the receipt of information.

After receiving all the information to verify the reason, confirm whether the order erp and the parcel on the same, inconsistent words, feedback Yang Xin, confirm whether not batch sex problems. Then explain the reason with the customer, ask the customer whether the customer is willing to accept a partial refund to keep the product, the customer is willing to accept, partial refund, case closed; the customer is not willing to accept a partial refund, apply for a return label to let the customer help return the product, check whether the erp is in stock, there is stock, reissue - inform the tracking number, case closed, no stock ask the customer whether they are willing to accept other If the customer accepts it, send a replacement - inform the tracking number, case closed, if the customer does not accept it, full refund, case closed.

Confirm whether it is a factory dispatch error or an operational problem, if the erp of the order is the same as the one on the parcel. If it is the factory, go to the factory claim, confirm whether the batch error, which warehouses have problems. If the operation is responsible, verify if there is no batch error and block other unshipped orders from this sku. Customer solution is still to explain the reason with the customer, ask the customer whether the customer is willing to accept a partial refund to keep the product, the customer is willing to accept, partial refund, case closed; customer is not willing to accept a partial refund, apply for return label let the customer help return, check whether the erp is in stock, in stock, reissue - inform the tracking number, case closed, no stock ask the customer Ask the customer if they are willing to accept other colours/sizes, if the customer accepts then re-send - inform the tracking number, case closed, if the customer does not accept, full refund, case closed.