Lost (eBay Oz-auction/Crazysales)
Delivered but Not Received (Aramex/Fastway)
We are sincerely sorry for the inconvenience. As we checked, it shows that your parcel with tracking number xxxTrackingxxx has been delivered by Aramex (Fastway) 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 Aramex (Fastway) on xxxFastwayDepotNumberxxx 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 customer before forwarding the ticket to “Loss”)
We are sincerely sorry for the inconvenience. We have coordinated your issue with TIG and they have provided the proof of delivery (POD). Please see 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 TIG on 1300 005 545 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 (Australia Post)
(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 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 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.
Out of ETA - No Scanning / Shipment created (Toll)
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 TIG 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 TIG regarding the status of your item and it normally takes 3-7 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.
Out of ETA - (Kitting) No Scanning / Shipment created (Toll)
Please be informed that in order to ensure that the items will be delivered in good condition, they need to be packed separately. Orders that have multiple parcels with one tracking number will be dispatched on the same day. Your order with XXXXX parcels was dispatched on XXXXXX via TIG 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 TIG regarding the status of your item and it normally takes 3-7 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.
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 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.
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We are sorry for the inconvenience. Your item was dispatched on xxxdatexxx via TIG 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.
And upon checking, it shows that the item was XXupdate from my TollXX on xxDatexx. We are sorry to hear that you have not received your item and will now lodge an investigation regarding the status of your parcel and it 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. Again, we apologise for the inconvenience.
♦ 15 working days for AUSTRALIA POST
♦ 15 working days for FASTWAY
♦ 15 working days for UBI
♦ 15 working days for TIG/Toll
♦ 15 working days for Allied Express
REMINDERS: ->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:
Please fill up the form here: https://docs.google.com/forms/d/e/1FAIpQLSf3H36IW0nesyiP6qsqvNtEQBjr_G4oAk-MGt9FAzA2CBJzpQ/viewform
Before sending the email to the customer, please make sure that:
1. Department is set to AU - Loss Item
2. Ticket Type is set to Courier/Delivery
3. Status is set to New (DO NOT RESOLVE)
4. Ticket is assigned to Ruth Ann Gonzalez (Australia Post) or Edmond Pili (Allied Express, TIG/Toll)
Ticket NOTE FORMAT :
Order ID
SKU
Tracking number
Reason (please refer to the Reason List below
Backend NOTE FORMAT :
Ticket ID
(Reason)
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)
