ORDER STATUS INQUIRIES DO NOT ALWAYS ASSUME THE ORDER IS LOST AND CHECK TRACKING.
ALL RESPONSES MUST INCLUDE ATTACHMENT OF PROOF OF DELIVERY ON DELIVERED SHIPMENTS.
DELIVERY EXCEPTIONS CONFIRMED ARE TO BE IMMEDIATELY SET TO REFUND PENDING/LOST RMA.
1. TRACKING ITEMS NEEDED -
You will need to copy & paste Tracking URL and also Attached Proof of Delivery for all delivered orders
2. Delivery Exceptions is 100% Proof the Order is considered LOST - When you see a Delivery Error (Damage, Delayed, No Movement, Return to Sender) the order is confirmed LOST and the Agent should create Lost RMA and Set to Refund Pending, Slack to have this refunded. Use the proof of the shipping error from tracking as proof for CRM.
3. CRM UPDATE ORDER STATUS "LOST" - Agents will need to submit an RMA and process this in CHECK MY ORDER (Autoplicity.com) and submit as Company Issued Return as a < Return Stamp in CRM > is needed before any action can be processed such as cancellation, refund, and remitting return labels, etc. A Return Stamp is needed before ticket is escalated as next action required will need this in CRM.
4. Reassign the FD Ticket to LOST TEAM - UPDATE the Ticket follow-up to 1 WEEK, reassign as OPEN
- LOST TEAM - Must send 1 follow-up email which will ask the Cx if the order is found or not.
- CUSTOMER RESPONSE - At any moment the Cx response is received during lost to confirm the order has not been found - we will take this as confirmation and PROCEED TO REFUND AS LOST
- ORDERS OVER $1000 - Escalate immediately to the Lost Team, Affidavit will be required
- Lost Team must follow-up within 1 week, if the Cx replied at any point to confirm lost during review period we will set to refund and proceed as LOST.
DELIVERED WITH SIGNATURE - RESOLUTION: AP TO DENY LOST CLAIM AND PROVIDE REPLY W/POD
DELIVERED NO SIGNATURE W/PHOTO -
AP WILL PROVIDE (DUE DATE FOR TICKET) - IF CX REPLIES TO CONFIRM NOT FOUND WE WILL PROCEED TO REFUND (AS LOST). IF CX DOESN'T REPLY, AP WILL SEND 1 MORE FOLLOW-UP WHICH WILL ADVISE THAT WE HAD NOT HEARD BACK AND WILL CLOSE THE TICKET WITH NO FURTHER ACTION AND PRESUME THE CUSTOMER FOUND THEIR ORDER.
ITEM PENDING SHIPMENT - ORDER IS WITHIN 1 WEEK DELIVERY TIMEFRAME
RESOLUTION: IF THE ORDER IS WITIHN 1 WEEK OF SHIPPING, THIS IS NORMAL AND SIMPLY PROVIDE TRACKING.
TRACKING ID BUT NO MOVEMENT - DELAYED OVER 1 WEEK TIMEFRAME
RESOLUTION: AP WILL NEED TO CONFIRM W/VENDOR ORDER STATUS AND REQ CANCEL AND CREDIT FROM VENDOR AND SET THE ORDER TO CANCEL/REFUND.
DELIVERY EXCEPTION OCCURRED -
RESOLUTION: IF DELIVERY EXCEPTION IS CONFIRMED, AP WILL ADVISE CX OF ERROR AND REFUND ORDER. AP WILL THEN NEED TO CONTACT VENDOR FOR CANCELLATION AND CREDIT MEMO. AP WILL THEN PROVIDE THE CX WITH UPDATE ADVISING OF DELIVERY ERROR WHICH WE WILL REFUND AND CANCEL ORDER.
ORDER IS IN TRANSIT - WITHIN 1 WEEK OF ESD THIS IS NORMAL, ORDER IS NOT LOST
In some cases there are no issues with the order, verify the date the order shipped and the estimated delivery date. If the order is in transit and should arrive within 1 week of shipping, this is normal simply provide the customer their status update with tracking link below.
1 - Include Carrier Estimated Delivery Date
2 - Include Tracking Link from Carrier Website
Hello < Name >,
Thank you for contacting us with regards to your current order and please accept our apologies for any unexpected delay and inconvenience. We appreciate your choosing Autoplicity and are happy to assist you. I've checked on the order status and tracking (SEE LINK BELOW) and confirm the package is on its way. We apologize for any inconvenience the delay may have caused you and have included the tracking link so that you can track this directly:
ESTIMATED DELIVERY DATE: < Insert Revised ESD from Vendor or Carrier Tracking Link >
CARRIER LIVE TRACKING LINK: < Insert Tracking URL from carrier website >
Please check the estimated delivery date on your order, depending on the carrier some tracking scans may not have updated just yet and can take up to (24-48 hours) to update which is normal and ask that you please wait for tracking information to be updated. If the order hasn't been found by the delivery date, please let us know so that we can assist you further. Thank you for choosing Autoplicity and please do not hesitate to reach out to us.
Sincerely,
< Name >
TRACKING DELIVERY CONFIRMATION - LEFT AT LOCATION (no signature)
1 - INCLUDE PROOF OF DELIVERY ATTACHMENT - format < ORD# + TRACKING# + Proof of Delivery >
2 - INSERT REPLY BY DATE < Friday 05/24/2024 >
3 - REASSIGN TICKET TO "LOST TEAM" & UPDATE DUE DATE TO REFLECT REPLY BY DATE
4 - UPDATE CRM STATUS AS LOST - "Item Lost In Transit" or "Delivered Not Received"
Hello < Name >,
Thank you for choosing Autoplicity and please accept our apologies for any issues or concerns with your order. Your order has been confirmed DELIVERED AT LOCATION and we have included the Proof of Delivery. Please check the estimated delivery date for your order. Depending on the carrier, some tracking scans may not have been updated yet and can take up to (24-48 hours) to update which is normal. We adhere to Amazon policies as this order shows it was delivered we will need to investigate and if the order is still not found after 7 days we will submit a claim on your behalf with the carrier, please reply by the date below.
REPLY BY DATE OF - < INSERT - DAY OF FOLLOW UP + MM/DD/YYYY >
TRACKING LINK - < Insert Tracking URL from carrier website >
Please check around your location as some drivers may have left it at a location away from street view for safety. Some carriers may leave a note indicating that the item may need to be picked-up if the location is inaccessible or not secure. We also ask that you check with members of your household or business, neighbors, and if not found we'll be happy to file a Lost/Missing Claim with the carrier and refund you once it is completed. Otherwise if the order has delivered, we'd also like to know and if we do not hear from you we will presume the order was found and will be closing this ticket. Please do not hesitate to reply back and let us know.
Sincerely,
Name
LOST ORDER CONFIRMED - REFUND TO PROCESS IF CX REPLIES TO CONFIRM NOT FOUND
1 - The customer can reply on or before the reply by date and if confirmed lost or not found Agent should escalate to LOST TEAM
Hello < Name >,
Thank you for contacting us with regards to your order and please accept our apologies that you were not able to locate the missing shipment. Our records indicate the order was delivered and left at location however we understand that sometimes unfortunate events may have occurred which lead to this item not being found as our tracking information confirms the shipment was left at location tracking below :
< Insert Tracking ID >.
We have received your confirmation that the order was not found and will presume the order to be lost, missing and or stolen and are filing a Lost/Stolen Claim with the Carrier on your behalf. We adhere to Amazon policies which we advised you that a claim will be filed and it can take up to 7 business days to completed and we'll be happy to refund you in accordance to our Amazon policies.
We understand and ask that you please allow us the opportunity to resolve this as we are happy to what is right for our customers like yourself. We simply ask that you allow us the time required to complete our Lost/Stolen Claim and once the refund should reflect on your original payment within 3-5 business days.
Sincerely,
< Name >
DELIVERY EXCEPTION CONFIRMED - Tracking Shows No Progress, RTS, No Movement
CONFIRMED PROOF OF LOST/DAMAGE/RTS/INCOMPLETE SHIPMENT SHOULD BE REFUNDED ASAP
If there is a clear delivery exception where the tracking shows no movement for over 1 week, the tracking shows item is damaged, tracking indicates returned to sender, tracking created and no movement order ESD is over 1 week old.
1 - Escalate via Slack Channel < lost-damage-shipping-issues-escalations > so this can be refunded
2 - Update CRM & create Return Stamp in CRM so that the order can be set a LOST RMA
3 - Include screenshot PROOF in CRM and include NOTES to confirm "Delivery Exception"
4 - Create Lost RMA & Set to REFUND PENDING so that this can be refunded
5 - Reassign Ticket to LOST TEAM and send the following template to the customer confirming we will refund due to the DELIVERY ERROR/LOST SHIPMENT - SET TO REFUND PENDING FOR IMMEDIATE REFUND
Hello < Name >,
Thank you for contacting us and please accept our apologies for the unexpected delay with your recent order and any inconvenience this has caused. I've immediately escalated this issue to my Shipping Manager so that we can get this resolved and refund you due to the shipping error that caused this delay. You should see the refund post back onto your original payment within 3-5 business days or per your bank/credit card's processing periods. Please do not hesitate to contact us for further assistance, we are happy to help.
Sincerely,
< Name >
DELIVERED W/ PROOF OF DELIVERY WITH SIGNATURE - Per Amazon policy, orders with confirmation of signature upon delivery is not considered lost. We will DENY the customer's reporting this item Lost and will provide the customer with the correct response advising that the order is delivered and attach signature proof of delivery with response.
Hello < Name >,
Thank you for choosing Autoplicity and please accept our apologies for any issues or concerns with your order. I've reviewed your message and after conducting a carrier investigation we must advise your order was DELIVERED.
< INSERT TRACKING LINK >
< INCLUDE ATTACHED SIGNED POD - rename the file as ORD# xxxxxxx PROOF OF DELIVERY>
We adhere to Amazon policies and guidelines and a signed shipment confirms that the carrier met a person associated with the delivery location who received the package and signature confirms this was delivered and completed. We must also advise that if the order was designated to ship to a third-party location such as an automotive repair, freight-forwarding company, business, school, and other third-party locations that you have designated the third-party location and persons to receive your order on your behalf.
Both Amazon and Autoplicity policies confirm that we and our partners are not liable for any lost or damaged items shipped to such locations. We have included the attached POD (Proof Of Delivery) as we confirmed with our carrier partners and a tracking link that confirms the completed shipment. We have reported the matter to Amazon and will be denying your claim, no further action will be taken and we will be closing this ticket.
Thank you,
< Name >
ITEM PENDING SHIPMENT - NO TRACKING - BACKORDER OR PURCHASING DELAY NOTED
This could indicate the item is on backorder and or a fulfillment error with no tracking available. Please check for notes in CRM. Also please verify the ORDER DATE and ESD on the order, if the order has exceeded 1 week to deliver to the customer or at the time of contact the ESD has passed, the order has FAILED and we will need to REFUND THE CX and REQUEST THE VENDOR TO CANCEL AND REMIT CREDIT MEMO ASAP.
ORDERS NOT SHIPPED WITHIN 1 WEEK MUST BE CANCELLED. if the vendor advised this didn't ship and they'll send it out immediately, REFUSE AND ADVISE CANCELLATION & CREDIT as we will need to refund the customer as this can turn into a claim while the order is in transit and we will lost both product and revenue.
IF THE VENDOR SHIPPED BUT DID NOT PROVIDE US CORRECT TRACKING - Agent must delete obsolete or update tracking in both CRM and must manually update the tracking ID in Seller Central (Order Review Page) and update the Cx with new tracking.
ITEM PENDING SHIPMENT - CANCELLATION PENDING
Hello < Name >,
Thank you for contacting us and please accept our apologies for the unexpected delay with your order and any inconvenience this has caused you. I've reviewed your order and confirmed there was an error that occurred which impacted our ability to ship this item out as intended. We greatly apologize for the error and I have sent a request to our Shipping Department requesting that we CANCEL & REFUND the order immediately. Please note that it may take up to 24-48 hours and it shouldn't take long and as soon as it is confirmed we'll refund you right away which you should see the refund post within 3-5 business days. If for some reason the order may have shipped, we'll provide you with our free shipping return labels to have this returned back for a refund if it is no longer needed.
Thank you,
< Name >
ITEM PENDING SHIPMENT - URGENT STATUS/CANCELLATION REQUEST TO VENDOR
Hello < Insert Vendor Partner >,
We have missed our ESD promise to our customer and at this time we must ask that you please assist us with the following. This is not a request to ship the item if for any reason an error occurred and it was not shipped as intended as we will need to CANCEL & REFUND our customer. If for any reason this shipped and there was a tracking error, please provide us with the Tracking ID# and approve an RMA as we may need to have this item returned.
URGENT REQUEST PLEASE CANCEL THIS ORDER - If the order has not shipped please CANCEL and remit Credit Memo to Autoplicity ASAP. We will not accept shipments made after today's date and will not be responsible for costs as this order was not shipped by the expected shipping date which has passed.
Thank you and please advise,
< Name >
LOST ORDER OVER 1000 - AFFIDAVIT NEEDED - LOST AGENT MUST HANDLE THIS ASAP
Dear < customer name >,
Thanks for contacting us and again we’re sorry to hear there was an issue with the delivery not being located or found. Based on what you’ve said, unfortunately it seems this order is likely Lost/Missing or may have been Stolen. We’re very sorry to hear this has happened, we’ll escalate this to our Shipping Department. Please rest assured that we will resolve this by filing a Lost/Stolen Order Claim so that we can get your order either replaced or issue a refund.
PLEASE GO TO THIS LINK AND FOLLOW THESE DIRECTIONS TO SUBMIT YOUR FORM BELOW:
https://app.hellosign.com/s/CJQCv2QF
1. Open the link and provide your email address.
2. Shortly after, please check your email for the form and complete details.
3. Please complete and download the form and reply so that a refund can be processed.
4. Save the completed form and reply as attachment so we can process the Lost Claim.
Sincerely,
< name >
CUSTOMER SET THE INCORRECT ADDRESS FOR DELIVERY - CX AT FAULT AND MUST CONTACT CARRIER OR RETRIEVE THE ITEM FROM THE LOCATION, WE ARE NOT RESPONSIBLE NO ACTION TO BE DONE.
1. Include the Customer's Order Confirmation as attached document
2. Include Tracking Proof of Delivery
Hello < Name >,
Thank you for contacting us, we apologize that an issue with the delivery address impacted your order and will need to review your order confirmation which we have included (See Attached). Our records indicate the order was received as follows, while we understand that you may have elected the incorrect address, we apologize as this was not a result of our doing and that you contact the carrier or see if you can retrieve the package from the location which you've set on your order. Unfortunately no further action can be taken on our part as this matter was not a result of our nor carrier partners error as we fulfilled this order in accordance to how it was confirmed by you.
ORDER # - < include order number >
ORDER DATE # - < include date of order >
DELIVERY ADDRESS - < include all delivery information from order >
TRACKING ID & LINK - < include tracking ID# and URL link >
DELIVERY STATUS - < include delivery status with date of delivery and time from tracking ID >
CARRIER CONTACT TEL - < Include Tel# for the carrier >
Sincerely,
< Name >