Remote shipping feeUpdated 2 months ago
As we are exploring multiple countries to ship with DIY-artclub, it might occure that remote area fee's are requested, the supplier will inform us on this in the problem sheet.
It is important to inform Peggy on these remote area's, so she can delete these from the shipping list and to inform the customer that if they want to receive their order, they will need to pay the fee.
Step 1: Inform the customer in the remote fee
- Log in to your Shopify admin dashboard.
- Navigate to the order
- Take the emailaddress of the customer
- Inform the customer that we have to charge a remote area fee on their order (make sure the remote fee is provided in their curreny) and snooze the ticket for 1-2 days so you can send a follow up mail if needed.
Mail template to use => Remote area fee
Step 2: Inform Peggy
- Tag @peggy in the cs questions & ideas channel and inform that order XXX for shopname XXX needs a remote fee of XXX amount, asking if she can take this area offline.
Step 3: response from customer
- If the customer is ok with the remote fee, you will tag your customer service manager in an internal note, informing her to make an invoice for a remote fee for the customer, make sure to communicate the remote fee amount to your customer service manager.
- IF the customer does not agree with the remote fee, we can cancel the order, you can tag @katja to refund the order.
Step 4: Customer pays remote fee
Once the customer has paid the invoice, your customer service manager will inform you and the supplier that the fee has been paid and the order can be shipped.
IMPORTANT:
If you see any outrageous remote fees (anything above $10), please inform your customer service manager before contacting the customer.