SOLD OUT/DELAYUpdated 2 days ago

Step 1:Identify the Issue: 

• When an item is marked as "sold out" in the problem sheet, immediately inform serkan include the Shopify product link.
  • Same goes for cases where the customer is missing an item and the supplier informs that it is missing because it was sold out

Step 2: Customer Communication:

• The agent will inform the customer and offer a similar alternative product at the same price .
• If the customer accepts the alternative, proceed with informing the supplier in an internal note, make sure the following is provided to the supplier:
  • Inform this is about a sold out case from problemsheet
  • Order details (ordernumber and product that needs replacement)
  • Provide the supplier with a link of what product needs to be send to the customer (if the product has multiple variants, also attach a picture of the item the customer wants)
• ONLY if the customer declines the alternative, offer both options to the customer a refund or a refund in the form of a gift voucher with an additional €5 credit as a gesture of goodwill.

Mail Templates to use => Sold out items 1

Mail template Sold out items 2

Step 3: Process the Chosen Resolution

• If the customer chooses a refund:

  • 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
  • Inform the supplier in an internal note 'Product X' has been cancelled and IF additional products in the order, he can proceed with shipping these.

• If the customer chooses unqiue discount code:

  • Tag @Katja to Issue a gift card equivalent to the product price plus €5 - Make sure to inform Katja about the amount that should be on the discount code. The discount will be sent via email tot he customer once created.
  • Inform the supplier in an internal note 'Product X' has been cancelled and IF additional products in the order, he can proceed with shipping these.

Step 4: Final Updates

• If alternative is chosen: 
  • Inform the supplier of the alternative the customer requested.
• If refund:
  • Fill out in refund for supplier sheet

Key points:

• If the supplier don't inform us before hand but we find out an article is sold out because the customer is reporting a missing item, we will still follow the above process even if the supplier informs us the item has been refunded, in this case, IF the customer want the alternative, you will inform the supplier about the alternative and that he did not inform us about the product being sold out so he will have to reship the alternative now.