Difference between revisions of "LOSS CASE TEAM UPDATES (AU)"
| Line 24: | Line 24: | ||
https://docs.google.com/forms/d/e/1FAIpQLSeShXuqgemurOL9v3mM3gwlAFxL13m-mSQV8hQVN_t7QOvhCQ/viewform | https://docs.google.com/forms/d/e/1FAIpQLSeShXuqgemurOL9v3mM3gwlAFxL13m-mSQV8hQVN_t7QOvhCQ/viewform | ||
| + | |||
| + | |||
| + | |||
| + | |||
| + | |||
| + | >> '''LOSS REFUND 45/60 DAYS GUIDELINES''' | ||
| + | |||
| + | |||
| + | 1. Applicable for '''TOLL''', '''ALLIED''' and '''DIRECT FREIGHT''' AU ORDERS | ||
| + | |||
| + | 2. Orders must be out of the investigation period (15 business days) | ||
| + | |||
| + | 3. For ALL DECLARED LIT CASES - since orders happened to be delivered with no reason upon declaring lost, the resolution will be offered as follows; | ||
| + | |||
| + | |||
| + | >> '''REFUND RESOLUTION (DECLARED LIT)''' - refund will be processed within 15 business days upon LIT declaration | ||
| + | |||
| + | |||
| + | >> '''REFUND RESOLUTION (NOT LIT)''' | ||
| + | |||
| + | upon exceeding the investigation period and customer demands for a full refund. The refund will be processed within 45 or 60 days via the original payment method. All pickups/RTS/cancellation requests must be done accordingly and cx must AGREE refusing the parcel in case delivery will show-up. | ||
| + | |||
| + | - 45 business days for NON - PEAK SEASON | ||
| + | - 60 business days for PEAK SEASON | ||
| + | |||
| + | |||
| + | * Rep will inform the customer that the refund will be processed and will be credited within 45/60 days and a WeChat reminder must be added to the said date for monitoring | ||
| + | |||
| + | |||
| + | >> '''REPLACEMENT RESOLUTION''' - if the item is already out of investigation period and the customer demands a replacement. Replacement orders will be processed within 15 business days or less. We can process replacement items provided that the customer will agree to refuse 1 order in case delivery will be doubled. | ||
| + | |||
| + | |||
| + | 4. '''REFUND/REPLACEMENT''' is not applicable to all AU special stores '''(Catch/Kogan/MyDeal/AMAZON)''' and for all orders having '''eBay cases''', '''Paypal''' and '''NF'''. | ||
Revision as of 00:17, 16 March 2021
>> AU LOSS TEA SCHEDULE
>> LOSS TEAM UPDATED TASK
>>For all PICK-UP and RTS follow-ups
>> LOSS CASE FORM
https://docs.google.com/forms/d/e/1FAIpQLSf3H36IW0nesyiP6qsqvNtEQBjr_G4oAk-MGt9FAzA2CBJzpQ/viewform
>> PICK-UP REQUEST FORM
https://docs.google.com/forms/d/e/1FAIpQLSeShXuqgemurOL9v3mM3gwlAFxL13m-mSQV8hQVN_t7QOvhCQ/viewform
>> LOSS REFUND 45/60 DAYS GUIDELINES
1. Applicable for TOLL, ALLIED and DIRECT FREIGHT AU ORDERS
2. Orders must be out of the investigation period (15 business days)
3. For ALL DECLARED LIT CASES - since orders happened to be delivered with no reason upon declaring lost, the resolution will be offered as follows;
>> REFUND RESOLUTION (DECLARED LIT) - refund will be processed within 15 business days upon LIT declaration
>> REFUND RESOLUTION (NOT LIT)
upon exceeding the investigation period and customer demands for a full refund. The refund will be processed within 45 or 60 days via the original payment method. All pickups/RTS/cancellation requests must be done accordingly and cx must AGREE refusing the parcel in case delivery will show-up.
- 45 business days for NON - PEAK SEASON - 60 business days for PEAK SEASON
* Rep will inform the customer that the refund will be processed and will be credited within 45/60 days and a WeChat reminder must be added to the said date for monitoring
>> REPLACEMENT RESOLUTION - if the item is already out of investigation period and the customer demands a replacement. Replacement orders will be processed within 15 business days or less. We can process replacement items provided that the customer will agree to refuse 1 order in case delivery will be doubled.
4. REFUND/REPLACEMENT is not applicable to all AU special stores (Catch/Kogan/MyDeal/AMAZON) and for all orders having eBay cases, Paypal and NF.
