SHIPPING - Delivered but not receivedUpdated 2 days ago

Parcel Delivered but Not Received 

If a customer informs you that their parcel shows as delivered but they haven't received it, follow these steps to assist:

Step 1. Review Delivery Status

Check the tracking information. If everything looks correct, guide the customer through the following steps. Template: Delivered but not received (1) 

1. Verify the delivery address: Ensure it is correct.
2. Check with neighbors: Sometimes parcels are left with neighbors or a reception desk.
3. Contact the local post office or courier service: Use the provided tracking number to inquire about the package’s location.
4. Check the tracking information on the local carrier's website. The follow-up tracking for the local carrier, along with the carrier details, can be found on the right side of the ParcelApp or for WANB tracking you can follow: https://internal-helpcenter.gorgias.help/en-US/shipping---using-17track-for-internal-shipment-tracking-1780738 

Mail template to use => Delivered but not received (1) 

Step 2. Package not found 

1. 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 reshipment and a €5 voucher OR unique discount code.
   • If the customer agrees on the reship and the address details are correct, you can continue to "Step 4. Reship"
   • If customer agrees on  unique discount code, you can continue to "Step 5. Customer agrees  unique discount code"

2. If the customer does not agree reshipment or unique discount code, you can continue to "Step 3: Does not agree to offered solutions"

Step 3: Does not agree to offered solutions

1. If the customer does not agree with any of the offered options and demands a refund:
   • You will send the "Affidavit" template, only once the customer filled out the affidavit we will proceed to  Step 6. Escalation. 
     Affidavit per shop you can find here.

Step 4. Reship

• Inform the customer using the 'Reship standard' template
• Tag the supplier in an internal note:
  MESSAGE TO SUPPLIER: Order delivered but not received - please reship
  SHOP: 
  ORDER NUMBER: 
  ADDRESS DETAILS CUSTOMER:

Step 5. Customer agrees unique discount code

• If customer agrees to  unique discount code, send template Unique Discount Code.
• Tag @katja to Issue a discount code equivalent to the product price plus €5 on top - Make sure to inform Katja about the amount that should be on the unique discount code  The code will be sent via email to the customer once created. The unique discount code will be send via email to the customer once created and you dont need to send new email to customer after Katja has tagged you that  unique discount code has been sent.
• Fill out in refund for supplier sheet

Mail template to use => refund processed + 5 euro OR for DAC refund done + 10%