Difference between revisions of "Lost (eBay Oz-auction/Crazysales)"

Revision as of 11:28, 22 October 2017

If the status shows "Delivered" on the tracking website, forward POD to customer before forwarding the ticket to “Loss”

We have coordinated your issue with Australia post, and they have provided the proof of delivery (POD), please see attachment.

In this case scenario, please try the following:

• Check with your neighbors or people in your household. That may have received the item for you.

• Call your local post office or check with your local post office to see if your parcel is there, we had isolated cases wherein the items are at the post office even though there was record showing delivered, maybe the post office manager signed for you and is waiting for your collection.

• Kindly advise the post office agency that you are asking for 'eParcel' 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.

Investigation Template (please modify accordingly)

Upon checking, we found out that your order was sent out 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 XXXNumberOfDaysXXX 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.

♦ 3-5 working days for AUSTRALIA POST
♦ 3-7 working days for TIG

NOTES: If the item is out of ETA and the tracking number is still invalid, please verify first with warehouse team or supplier if the item was dispatched. If the item was NOT DISPATCHED, do NOT forward to Loss. Ask customer if they want 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:

Before sending the email to the customer, please make sure that:

1. Department is set to AU - Loss

2. Ticket Type is set to Courier/Delivery

3. Status is set to Open (DO NOT RESOLVE)

4. Ticket is assigned to Mira for TIG, and Hazel for Australia Post

Ticket NOTE FORMAT :

Order ID
SKU
Tracking number
Reason (please refer to the Reason List below

Backend NOTE FORMAT :

Ticket ID
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)

For TIG pick-up booking schedule request, please fill up the following below.

1. Content of the item:
2. Package weight:
3. Package Dimension:
4. Customer's Name:
5. Customer's Address:
6. Customer's Phone Number:
7. Sender Account Number: AP5880
8. Sender Address: 2/5 Brear St, Springvale VIC 3171
9. Preferred date for pickup: