LOSS CASE TEAM UPDATES (AU)

>> 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 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.