Incomplete orderUpdated 2 months ago
Scenario 1: The Order Has Been Shipped in Multiple Packages
Step 1: Verify Tracking Numbers
- Inform the customer we received their mail and will get back to them asap
- Check with the supplier if the order was shipped in different parcels.
- Contact the supplier via internal note, make sure that it is clear that you just ask about the shipping and state that IF it isn't shipped yet no reship needs to be done yet. If the order was shipped in 2 parcels inform the customer.
If the supplier forgot to ship the product, move to Scenario 2.
Mail Template to use => Split Order - Two Tracking Numbers
Scenario 2: The Supplier Forgot to Ship the Item
Step 1: Confirm the Missing Item
When a customer reports a missing item, ask them for the details of the missing product (e.g., item name or any relevant identifier).
Mail template to use => Incomplete order (missing item)
Step 2: confirmation of missing item
- Wait untill the customer replies to the above email
- Tag the supplier in an internal note and request them to reship the missing item.
- Inform customer about reship
Mail template to use => reship standard
Step 3: Alternative Resolution (If Reshipment Is Declined)
- If they insist on a refund, tag @Katja in an internal note to start the refund, make sure the following info is provided:
- Order number
- Shop name
- Steps taken
- product to be refunded
- Additionally offer a 5 euro voucher as goodwill