SHIPPING - Lost/stuck in transitUpdated 2 days ago

This is a bit of a complex situation as we usually are not aware if the order will still be delivered, if the customer wants to wait any longer for a reship etc, so handle it with the customer satisfaction in mind.
Also in these situations a refund should be the very last solution, if the order is confirmed as lost, we will always first offer a reship + 5 euro or refund in the form of a unique discount code + 5 euro
IF the customer reaches out to us after that they ended up receiving the parcel anyway, you can tag your customer service manager to see what we can do with it.

No update in the tracking for a longer period of time or lost/stuck in transit

Process for Handling Lost or Stuck Orders in Shipping

Step 1: Check With the Supplier

1. Internal Note to Supplier

   • Reach out to the supplier via an internal note to request an update on the order, do mention to the supplier not to reship the order yet untill further notice.
   • Inform the customer that we are investigating the issue.
     
     

2. Customer Notification

   • Use the following email template: No tracking update - check status from supplier
   
   

Step 2: Supplier Response and Customer Notification

•  Scenario 1: Supplier is Urging the Shipping Company to Deliver
  • If the supplier informs us that they are following up with the shipping company to urge delivery, update the customer accordingly
  • Use the following email template: Urged shipping
• Scenario 2: Order is Lost – Reshipment or unique discount code

  • If the supplier confirms the order is lost, inform the customer that we will resolve the issue by offering them two options:

    • Reshipment: We will resend the order at no additional cost, along with a €5 voucher for a future purchase.
    • Unique Discount Code: If the customer does not wish to receive a reshipment, we can issue a unique discount code equivalent to the value of the item, plus an additional €5 as an apology.
    • Always ask the customer to confirm their full shipping address and phone number to ensure smooth re-delivery if they choose the reshipment option.
  • Use the following email template: Confirmed lost order

Step 3: Process the Resolution

Reship:

• When the customer replies and confirms the address, proceed with a reshipment. Template: Order will be shipped again
• Ensure that the correct address details are provided and, if necessary, update the address in Shopify.
• Request a reship in an internal note to @supplier.
• When the supplier confirms that the order has been reshipped, inform the customer ONLY if there is a new tracking number and it is not visible in shopify. If the tracking is visible in shopify, you don’t need to send an email, as Shopify will automatically notify the customer. Template Reshipment is on the way.

Unique Discount Code: 

If customer replies that they want unique discount code, send Template: Unique Discount Code

• Tag @Katja to Issue a unique discount code equivalent to the product price plus €5 - Make sure to inform Katja about the amount that should be on the unique cocde. The unique code will be sent via email to the customer once created and you don't 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

Step 4: Escalation (if Needed)

If the customer rejects all solutions:

1. If they insist on a monetary 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

• Fill out in refund for supplier sheet

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

Important Note: The customer does not need to return the item if it is delivered at a later date, even if a reshipment or refund has already been processed.