Bunnings (more to pay)
A. FOR RESEND / REDELIVERY
Step 1: Inform the customer and Confirm the address:
Good day! Please be informed that we have just received a returned parcel due to "xxxreasonxxx". The address you provided in our system is below:
xxxRecipientxxx
xxxAddress1xxx
xxxAddress2xxx
xxxSuburbxxStatexxPostcodexxx
Please provide us the correct/complete address if the above is incorrect/incomplete. Thank you.
Looking forward to hearing from you soon.
Step 2: Based on the address provided, calculate the postage cost / re-delivery fee using the Crazysales Postage Calculator:
Thank you for confirming your delivery address.
Please be informed that if the buyer fails to provide the correct/complete delivery address during checkout process or if he/she missed the delivery/collection, he/she will be charged the re-delivery fee which is $xxxx. Should you want us to resend your order, please let us know if you agree to pay the said amount so we can assist you in processing your payment. If not, we may process your refund under our 30 Day Change-of-Mind policy.
Looking forward to hearing from you soon.
Step 3: Once the customer agrees to pay the re-delivery fee, escalate the case to Bunnings Operator so that an invoice will be sent to the buyer for payment.
To Customer:
Thank you for confirming that you are willing to pay the re-delivery fee. In this case, we will now ask Bunnings to send you an invoice so that you can process your payment. We will then resend your order within 1-2 business days after we receive the payment. Kindly allow another xxx business days for the delivery.
To Operator:
Hi Team, Kindly provide an invoice to the customer amounting to $xxx for the redelivery fee for this order. Kindly provide us a confirmation once the payment is received from the customer so that we can proceed with the resend of the order. Thank you for your help.
Step 4: Once payment is confirmed by Bunnings, please create a resend order request in RMA. Please ensure that correct delivery address is provided in your request.
To Customer:
Please be advised that your payment for the re-delivery fee has been confirmed. In this case, we will now resend your order. Again, kindly allow another xxx business days for the delivery. Thank you!
B. FOR SPARE PARTS / OUT OF WARRANTY ADDITIONAL PAYMENTS
Step 1: Coordinate the case to the purchaser and technical team to know the availability, cost of the part/s and ETA. Please also confirm the delivery address to the customer.
Please be informed that we have already forwarded your concern to our technical team for checking. For the meantime, kindly provide us your updated shipping address.
Please allow us 2-3 business days to work on this. An update will be provided to you as soon as we receive one from our technical team. Thank you for your patience and understanding.
Step 2: Once the availability, cost and ETA are confirmed, inform the customer and wait for their confirmation:
Please be advised that our technical team confirmed that the part/s is available and it will cost $xxx including the shipping fee to your area. The delivery will take another xxx business days. Should you want to proceed purchasing the part/s from us, please let us know so we can assist you in processing your payment.
Looking forward to hearing from you soon.
Step 3: Once the customer agrees to pay, escalate the case to Bunnings Operator so that an invoice will be sent to the buyer for payment.
To Customer:
Thank you for confirming that you are willing to pay for the part/s. In this case, we will now ask Catch to send you an invoice so that you can process your payment. Once your payment is confirmed, we will send the part/s as soon as possible.
To Operator:
Hi Team, Kindly provide an invoice to the customer amounting to $xxx for the spare parts. Kindly provide us a confirmation once the payment is received from the customer so that we can proceed sending the part/s as soon as possible. Thank you for your help.
Step 4: Once payment is confirmed by Bunnings, advise technical team to send the part/s to the customer's address ASAP and ask for tracking details.
To Customer:
Please be advised that your payment for the part/s has been confirmed. In this case, we will now advise our technical team to send the part/s as soon as possible. Once we have the tracking details, we will let you know so that you can monitor the delivery online. Again, kindly allow another xxx business days for the delivery. Thank you!
