Difference between revisions of "Loss process Nz"
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♦ <span style="color:#FF0000">'''3-5''' working days </span>for '''POSTHASTE'''<br/> | ♦ <span style="color:#FF0000">'''3-5''' working days </span>for '''POSTHASTE'''<br/> | ||
♦ <span style="color:#FF0000">'''3-5''' working days </span>for '''STRAITNZ'''<br/> | ♦ <span style="color:#FF0000">'''3-5''' working days </span>for '''STRAITNZ'''<br/> | ||
| − | |||
♦ <span style="color:#FF0000">'''3-5''' working days </span>for '''TOLL'''<br/> | ♦ <span style="color:#FF0000">'''3-5''' working days </span>for '''TOLL'''<br/> | ||
| − | ♦ <span style="color:#FF0000">'''3-5''' working days </span>for ''' | + | ♦ <span style="color:#FF0000">'''3-5''' working days </span>for '''MAINFREIGHT'''<br/> |
| + | ♦ <span style="color:#FF0000">'''3-5''' working days </span>for '''BARLOWS'''<br/> | ||
| + | ♦ <span style="color:#FF0000">'''3-5''' working days </span>for '''UBI'''<br/> | ||
'''REMINDERS:''' | '''REMINDERS:''' | ||
| − | ->If the item is out of ETA and the tracking number is still invalid, please verify first with the warehouse team or supplier if the item was dispatched. If the item was NOT DISPATCHED, do NOT forward to Loss. Ask customers if they want a refund or resend. | + | ->If the item is out of ETA and the tracking number is still invalid, please verify first with the warehouse team or supplier if the item was dispatched. If the item was NOT DISPATCHED, do NOT forward it to Loss. Ask customers if they want a refund or resend. |
->If tracking information was already provided previously, remove '''''' Upon checking, we found out that your order was sent out on''''' | ->If tracking information was already provided previously, remove '''''' Upon checking, we found out that your order was sent out on''''' | ||
'''''xxxdatexxx via xxxcourierxxx with tracking number xxxx.'''''' from the template and start with ''''''We are sorry to hear that you''''' | '''''xxxdatexxx via xxxcourierxxx with tracking number xxxx.'''''' from the template and start with ''''''We are sorry to hear that you''''' | ||
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'''<span style="color:#FF0000">♦ IMPORTANT NOTES:</span>''' | '''<span style="color:#FF0000">♦ IMPORTANT NOTES:</span>''' | ||
| − | '''Please fill up the form here:''' https://docs.google.com/forms/d/e/ | + | '''Please fill up the form here:''' https://docs.google.com/forms/d/e/1FAIpQLSepgrukcZKLEdRuGhF6Gu7XhGOiV0sPu8hMpiVvPPV6M2RMaw/viewform |
'''Before sending the email to the customer, please make sure that:''' | '''Before sending the email to the customer, please make sure that:''' | ||
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'''3.''' Status is set to <span style="color:#FF0000">'''NEW'''</span> (DO NOT RESOLVE) | '''3.''' Status is set to <span style="color:#FF0000">'''NEW'''</span> (DO NOT RESOLVE) | ||
| − | '''4.''' Ticket is WILL BE ASSIGNED TO LOSS TEAM ( | + | '''4.''' Ticket is WILL BE ASSIGNED TO LOSS TEAM (CLOWIE)<span style="color:#FF0000"> |
| − | '''5.'''For follow-ups, you may contact | + | '''5.'''For follow-ups, you may contact CLOWIE VALENZUELA and ARVIN RODRIGUEZ |
'''6.'''For TRANSFERVANS cases, you may contact SME NIKKIE | '''6.'''For TRANSFERVANS cases, you may contact SME NIKKIE | ||
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'''7.'''For International Registered Post cases, you may contact Steve Ye Or Sarya (depends if who is the purchaser of the item) | '''7.'''For International Registered Post cases, you may contact Steve Ye Or Sarya (depends if who is the purchaser of the item) | ||
| − | '''8.'''For SELLO cases, fill in the form https://docs.google.com/forms/d/e/ | + | '''8.'''For SELLO cases, fill in the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform . You may contact John V or Trishia Valdez for follow-ups |
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Reason (please refer to the Reason List below <br/> | Reason (please refer to the Reason List below <br/> | ||
| − | '''<span style="color:#FF0000"> | + | '''<span style="color:#FF0000">Customer Service Remarks:</span>''' |
| − | + | Issue Type: Courier/Delivery<br/> | |
| − | + | Task Category: xxxx<br/> | |
| − | Loss | + | Reference: xxxx <br/> |
| + | Resolution/Recommendation: Latest tracking update: xxxx, xxReasonxx - Forwarded to Loss<br/> | ||
'''Reason List:''' | '''Reason List:''' | ||
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----- | ----- | ||
| + | |||
| + | |||
| + | '''<span style="color:#FF0000">Sample Customer Service Remarks:</span>''' | ||
| + | |||
| + | Issue Type: '''''Courier/Delivery<br/> | ||
| + | Task Category: '''''Kayako Ticket<br/> | ||
| + | Reference: '''''BAC-123-23456<br/> | ||
| + | Resolution/Recommendation: '''''Latest tracking update: Onboard for delivery on 09/10/2024, Out of ETA - Forwarded to Loss<br/> | ||
| + | |||
| + | |||
| + | ---- | ||
Latest revision as of 14:21, 14 October 2024
Delivered but Not Received (POSTHASTE)
We are sincerely sorry for the inconvenience. As we checked, it shows that your parcel with tracking number xxxTrackingxxx has been delivered by Posthaste on xxxDatexxx. The tracking information is available at xxxLinkxxOfxxTrackingxxInfoxxx.
In this case scenario, please try the following:
1. Check with your neighbors or people in your household who may have received the item for you.
2. Check your area as the parcel may have been hidden at a safe place by the delivery man.
3. Contact Posthaste on 0800106828 or 095252060 and quote both our Company ID: 1832439 and your Consignment Number for more details about the delivery.
If you still could not locate the parcel there, please feel free to get back to us, and we will follow this up and further investigate the delivery of the item.
Delivered but Not Received (Toll)
(If the status shows "Delivered" on the tracking website, forward POD to the customer before forwarding the case to “Loss”)
We are sincerely sorry for the inconvenience. We have coordinated your issue with Toll and they have provided the proof of delivery (POD). Please see the attachment or link below:
xxxxxxxx Link of POD xxxxxxxxxxx
In this case scenario, please try the following:
1. Check with your neighbors or people in your household who may have received the item for you.
2. Check your area as the parcel may have been hidden at a safe place by the delivery man.
3. Contact Toll 0800 865 569 or 0800 231 531 for more details about the delivery.
If you still could not locate the parcel there, please feel free to get back to us, and we will follow this up and further investigate the delivery of the item.
Delivered but Not Received (STRAITNZ)
(If the status shows "Delivered" on the tracking website, forward POD to the customer before forwarding the case to “Loss”)
We have coordinated your issue with Straitnz and they have provided the proof of delivery (POD). Please see the attachment or link below:
xxxxxxxx Link of POD xxxxxxxxxxx
In this case scenario, please try the following:
• Check with your neighbors or people in your household who may have received the item for you.
• Call your local depot to see if your parcel is there, we had isolated cases wherein the items are at the local depot even though there was a record showing delivered, maybe the depot manager signed for you and is waiting for your collection.
• Kindly advise the local depot that you are asking for the parcel xxxx (consignment number) otherwise they would not know which parcel belongs to you.
If you still could not locate the parcel there, please feel free to get back to us, and we will follow this up and further investigate the delivery of the item. Please accept our apology for any inconvenience caused.
Out of ETA - CANT BE TRACKED after 3-5 working days
We are sorry to hear that you have not yet received your item. Upon checking, we found out that your order was dispatched on xxxdatexxx via xxxx with tracking number xxxx.
The estimated time of arrival (ETA) is xxxx business days to your location.
Please be informed that the courier collects items from us in bulk without individual parcel scans. Some parcels are forwarded to their sorting facility for them to be sorted out based on destinations and will be forwarded to their delivery branches. At this stage, the courier's Customer Service will not able to provide any details regarding the parcel and it is still not traceable. After a parcel has been forwarded to a delivery branch and scanned, that will be the time that the tracking details will be activated online.
Since it is already beyond your ETA, we will now lodge an investigation with xxxx regarding the status of your item and it normally takes 3-5 business days for such a case to be looked into. We will get back in touch with you via this email once we receive an update. We apologize for the inconvenience.
CASE SHOULD NOT BE FORWARDED TO LOSS TEAM, SHOULD CONTACT JIN/ WAREHOUSE TEAM IF THE ITEM WAS DISPATCHED
Out of ETA - Investigation Template (please modify accordingly)
Upon checking, we found out that your order was dispatched on xxxdatexxx via xxxcourierxxx with tracking number xxxx. We are sorry to hear that you have not received your item. We will now lodge an investigation with XXXCourierNameXXX regarding the status of your item and it normally takes 3-5 business days for such case to be looked into. We will get back in touch with you via this email once we receive an update. We apologise for the inconvenience.
=========================================================[edit]
We are sorry for the inconvenience. Your item was dispatched on xxxdatexxx via xxx with tracking number xxxx. Normally it takes xxetaxx working days for the parcel to be delivered to your area. However, sometimes it might be delayed due to some unexpected factors which is out of our control.
We will now lodge an investigation regarding the status of your parcel and it takes 3-5 business days for such case to be looked into. We will get back in touch with you via this email once we receive an update. Again, we apologize for the inconvenience.
♦ 3-5 working days for POSTHASTE
♦ 3-5 working days for STRAITNZ
♦ 3-5 working days for TOLL
♦ 3-5 working days for MAINFREIGHT
♦ 3-5 working days for BARLOWS
♦ 3-5 working days for UBI
REMINDERS: ->If the item is out of ETA and the tracking number is still invalid, please verify first with the warehouse team or supplier if the item was dispatched. If the item was NOT DISPATCHED, do NOT forward it to Loss. Ask customers if they want a refund or resend. ->If tracking information was already provided previously, remove ' Upon checking, we found out that your order was sent out on xxxdatexxx via xxxcourierxxx with tracking number xxxx.' from the template and start with 'We are sorry to hear that you have not received your item.'
♦ IMPORTANT NOTES:
Please fill up the form here: https://docs.google.com/forms/d/e/1FAIpQLSepgrukcZKLEdRuGhF6Gu7XhGOiV0sPu8hMpiVvPPV6M2RMaw/viewform
Before sending the email to the customer, please make sure that:
1. Department is set to NZ- Loss Item
2. Ticket Type is set to Courier/Delivery
3. Status is set to NEW (DO NOT RESOLVE)
4. Ticket is WILL BE ASSIGNED TO LOSS TEAM (CLOWIE)
5.For follow-ups, you may contact CLOWIE VALENZUELA and ARVIN RODRIGUEZ
6.For TRANSFERVANS cases, you may contact SME NIKKIE
7.For International Registered Post cases, you may contact Steve Ye Or Sarya (depends if who is the purchaser of the item)
8.For SELLO cases, fill in the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform . You may contact John V or Trishia Valdez for follow-ups
Ticket NOTE FORMAT :
Order ID
SKU
Tracking number
Reason (please refer to the Reason List below
Customer Service Remarks:
Issue Type: Courier/Delivery
Task Category: xxxx
Reference: xxxx
Resolution/Recommendation: Latest tracking update: xxxx, xxReasonxx - Forwarded to Loss
Reason List:
• Out of ETA
• Delivered but not received
• Delivered to wrong address (courier issue)
• Customer provided wrong address
• Awaiting collection with no attempted delivery
• Returned to sender with no attempted delivery
• Others (please provide clear and brief detail/s)
Sample Customer Service Remarks:
Issue Type: Courier/Delivery
Task Category: Kayako Ticket
Reference: BAC-123-23456
Resolution/Recommendation: Latest tracking update: Onboard for delivery on 09/10/2024, Out of ETA - Forwarded to Loss
