SHIPPING - Rejected/not picked upUpdated 2 days ago
Customer Refused the Parcel or Did Not Pick It Up from the Pickup Point
If the customer informs us they refused the parcel, or there is proof that the parcel was not picked up from the pickup point after being notified, follow these steps :
Step 1. Refund Policy
- We NEVER offer a refund in these cases unless the customer is extremely dissatisfied.
- You can refer the customer to our Terms and Conditions, Article 11 on our website. Template: Customer Refused the Parcel - no refund
- If the customer is highly dissatisfied, tag your customer service manager in an internal note for further assistance.
Mail template to use => Customer Refused the Parcel - no refund
Mail template to use => Customer Did not pick up package- no refund
Step 2. Returning the Parcel
- Inform the customer that if they no longer want the parcel, they need to accept the parcel and return the parcel according to our return policy.
- If the parcel is refused or left unclaimed, it will typically be destroyed by the carrier.
Step 3. Reshipping the Order
- If the customer agrees, 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.
- Inform the supplier that the order has been returned and needs to be reshipped. 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.
Mail template to use => Order will be shipped again
Mail template to use => Reshipment is on the way
Step 4. Customer Does Not Agree to a Reship and is highly dissatisfied
- Ask the customer if they agree to receive a refund in the form of a unique discount code that they can use for a future order. Template: Refused reshipment - unique discount code
Unique Discount Code: If customer accepts gift voucher, tag @katja to issue a gift card equivalent to the product price. Make sure to inform Katja about the amount that should be on the unique discount code.
The unique code will be sent via email to the customer once created.Goodwill Gesture: Offer a €5 discount code on top.
IF and only IF the customer is still very angry and unhappy, tag @katja in an internal note, including the order number, shop, and the reason for the refund request.