SHIPPING - Delivered at pick up / neighboursUpdated 2 days ago
Scenario : Parcel Delivered to Pickup Point or Neighbor
Step 1. Check Tracking Information
Verify if the tracking information indicates that the parcel was delivered to a pickup point or neighbor.
- If delivered to a pickup point: Provide the customer with the tracking link and inform them that the parcel is ready for collection. Template: Parcel can be picked up
- If delivered to a neighbor: Confirm this with the tracking details and inform the customer that the parcel may have been left with a neighbor. Note that the parcel service may not always leave a notification. Template: Parcel delivered to a neighbor's house
Mail template to use => Parcel can be picked up (template per carrier)
Mail template to use => Parcel is delivered to a neighbor´s house
Scenario 2: Parcel not found / Delivered but not received
If a customer informs us that they have checked with their neighbors, verified that the address is correct, but still have not received the parcel, the issue could be due to the following reasons :
- The parcel was dropped off in front of the door, garden, or another location around the house and was taken by a passerby.
- The parcel was left in the general hallway of an apartment building.
- The parcel was delivered to the mailbox.
We trust our carriers to deliver parcels as intended, but unfortunately, delivery doesn’t always go as smoothly as we would like.
If the parcel is lost and tracking does not show any updates:
Step 1. Review the tracking information to confirm the parcel’s status
- If the customer did not find the order after following the steps, you can follow up with the template Delivered but not received (2) which offers a reship and a 5 euro voucher OR the refund in a giftvoucher, you will use this template no matter what the value of the order is.
- If the customer agrees on the reship and the address details are correct, you can continue to "Step 2. Reship"
- If customer agrees on the unique discount code continue to "Step 3. Customer does not agree reshipment - unique discount code"
- If the customer does not agree with any of the offered options and demands a refund, you will check the order value
- IF the order value is higher then 50 euro, you will send the "Affidavit (for orders above 50 EUR)" template, only once the customer filled out the affidavit we will proceed to Step 4. Customer does not agree to a reshipment - refund.
- If the order is under 50 euro you can proceed with Step 4. Customer does not agree to a reshipment - refund. IF both reship and refund in unique code have been offered.
Affidavit per shop you can find here.
Step 2. Reship
If the customer agrees with the reship you can send internal note @supplier and ask to reship and inform the customer about the reship. No need to send tracking details to the customer as they will receive an automated email via shopify with the tracking.
Goodwill Gesture: Offer a €5 discount code
Step 3. Customer does not agree reshipment - Unique Discount Code
If customer declines reshipment, attempt to offer a refund in the form of a gift card for the value of the painting with an additional €5 added to the purchase price as a goodwill gesture.
Unique Discount Code: If customer accepts discount code, tag @katja to issue a unique code equivalent to the product price. Make sure to inform Katja about the amount that should be on the code.
The unique code will be sent via email to the customer once created.
Goodwill Gesture: Offer a €5 discount code will be applied.
Step 4. Customer does not agree to a reshipment - refund
Tag @katja in an internal note with the order number, the name of the shop and a detailed description of what happened and what needs to be done and inform the customer a refund will be taken place, this may take up to 5 business days. Template: Refund done (processed)