Violent ShippingUpdated 3 years ago

Violent Shipment

Shopify Orders  Violent Shipping --- Order number like: #FZ****, #FZ-DE****, #FZ-UK****, #FZ-FR****......

FBM shipping (FBM: Fulfilled by Merchant)

Scenario 1: Logistics status shows damaged and the parcel is returned - offer a full refund/replacement item solution

1. the customer accepts the refund ---overseas customer service to fill in the refund and Lu processes the refund// Domestic customer service issue the refund directly, and make a claim (claim information: 1. order details screenshot (shopify: upload order page) 2. logistics is not delivered screenshot 3. customer feedback screenshot (communication records) --- case completed

2. the customer accepts the replacement --- overseas customer service to fill in the replacement, lu confirms the replacement// Domestic customer service issue the replacement part directly, and make a claim (claim information as above) --- snooze email, offer customer the replacement logistics tracking number --- case completed

Scenario 2: customer feedback he received damaged package, accessory damaged, etc. --- let customers provide evidence: 1. product damage photos; 2. outer packaging photos; 3. if there is no order number offered in the first email, we should ask for the order number. The times for asking order number from the customer and providing photos should not be more than 2 times.

1. accessories slightly damaged, does not affect the desk's daily use--- Calm the emotions, provide a partial refund 5%-10% --- customer acceptance, process the refund --- case finished --- claim

2. accessories severely damaged, unusable and customer attitude is mild --- issue the replacement of the corresponding accessories, snooze email --- offer tracking number, case closed --- claim

3. more than 3 parts are severely damaged, unusable and the customer's attitude is tough and angry --- Calm emotions firstly, give priority to the customer's request, reissue a brand new item/a full refund 

Scenario 3: customer feedback violent transport (outer packaging damage, etc.), has not been opened, the first letter to inform the situation ---- let customers provide evidence: 1. let customers help open the package to see whether there is anything broken in the package, if broken, please provide photos; 2. outer packaging photos; 3. if there is no order number offered in the first email, we should ask for the order number. The times for asking order number from the customer and providing photos should not be more than 2 times.

If the product is intact, offer a 5% refund as a compensation, case closed; 

If the product is damaged, take care of the case in the same way as Scenario 2.

Note: If the Amazon order, such as: 111-1112344-2334567 shipped from overseas warehouse, according to the FBA violent shipping treatment. 

Amazon orders violent shipping

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 website directly #FZ****, it will be shipped through multiple channels and handled in accordance with FBM violent shipping.

(Example: https://y.gorgias.com/app/ticket/48465030)

Wayfair orders violent shipping 

Scenario 1: all order alerts in the customer complaints, customer feedback that violent shipping, the package is broken, the product inside is also broken - provide evidence: 1. product damage photos; 2. outer packaging photos (the number of times the customer is required to provide photos is preferably no more than 2 times)

The customer has provided - provide a replacement solution

1. in stock, direct reissue, snooze email --- offer the tracking number, case closed.

2. not in stock, snooze case until in stock and then re-send.

The customer does not provide --- provide a solution for replenishment (the special nature of wayfair, the platform allows the customer not to provide photos as evidence reference)

Scenario 2: customer complaints in tickets, customer feedback that the logistics violence, violent transportation, package damage - the same as the above treatment

Walmart orders Violent shipping

Process is the same as Shopify order.

Refund for logistic issue

Guys, these need to be classified as "Logistic issue"

a. The breakage has obvious deformation: uniformly classified as "violent transport" (because only violence transport can cause deformation)

b. The table is cracked from the middle: uniformly classified as "violent transport" (because only violence transport can cause large broken pieces)

c. Except above 2 cases, everything else can be classified as quality issue

Note

a. Calculate the partial refund by the percentage given and then offer cx an exact amount.

b. We don't offer customers free replacement parts if the customer can't offer the order number.

1. Desktop Damage

Type of damage	Small area of corner(s) damaged-Doesn't affect from utilizing	Large area of corner(s)-Affect from utilizing	Desktop cracked/broke apart-Affect from utilizing	Wooden drawer(s) damaged/fell off-Affect from utilizing
Pics as reference
Partial refund/Replacement	<=15%*Price	<=20%*Price/replacement desktop	<=30%*Price/replacement desktop	$30-$50/replacement desktop/full refund
Maximum refund	<=25%*Price	<=30%*Price/replacement desktop	<=40%*Price/replacement desktop	$70/replacement desktop/full refund
	how do you find the price of the order: Fill in classification and click" refund" to check it out
If cx is angry/mentioned twice or more that he wants full refund or new desk(top)/has threatening words in email or msg	@Susanna

2. Frame Damage

Type of damage	Light scratches on leg-Doesn't affect from utilizing	Slightly bent leg-Doesn't affect from utilizing	Bent leg-Affect from utilizing	Broken foot/feet-Affect from utilizing
Pics as reference
Partial refund/Replacement	<=10%*Price	<=15%*Price	Replacement leg	Replacement foot/feet
Maximum refund	<=20%*Price	<=25%*Price	Replacement leg	Replacement foot/feet
If cx is angry/mentioned twice or more that he wants full refund or new desk/has threatening words in email or msg	@Susanna