Redelivery Procedure for CATCH Ausway 3
In the event that an item needs to be resent or replaced, adhere to the following steps:
1. Inform the customer that the issue will be escalated to our technical team, as items will be sourced directly from the manufacturer overseas.
2. Escalate the case to the purchaser, who will provide necessary information for resending the item.
Templates:
Hello,
I hope this message finds you well. We wanted to inform you that we have escalated your concern to our technical team for thorough examination. If any further details are required, we will promptly reach out to you. Kindly allow us a window of 3-5 business days to address this matter comprehensively. Rest assured, we will keep you updated as soon as we receive feedback from our technical experts. Your patience and understanding are highly appreciated.
If you require any additional assistance, please feel free to reach out to us via email.
Best regards,
XXX
Customer Service Representative
Hi,
Good day!
Thank you for your patience during this process. We are pleased to inform you that our supplier has agreed to dispatch the replacement part/s for your order. As the part/s will be shipped from overseas, please expect a delivery time of approximately [xxxETAxxx]. Rest assured, we will promptly share the tracking information with you as soon as it becomes available. Your understanding and patience throughout this matter are greatly appreciated. If you have any further questions or concerns, please don't hesitate to reach out.
Best regards,
XXX
Customer Service Representative
3. Upon dispatch, furnish the customer with tracking information.
Template:
Hi,
Good day!
We are pleased to inform you that your order has been shipped on [dispatch date] via International Registered Post, with tracking number [tracking number].
For tracking information, please visit: https://t.17track.net/en
As indicated on our listing page, the Shipping Carrier for this item is International Registered Post. This means that items are sourced directly from our suppliers outside Australia and are shipped to you via an international courier. Following confirmation of payment, please allow 1 to 2 days for order processing, and an additional 4 to 12 working days for delivery. Tracking details will be updated online within 1-3 business days after dispatch.
Given that it is still within the delivery time frame; we kindly request your patience for a few more days. However, should your item fail to arrive by [specified date], please do not hesitate to contact us immediately. We will promptly initiate a follow-up on your behalf.
Thank you for your understanding and patience in this matter. We appreciate your continued trust in our service.
Best regards,
XXX
Customer Service Representative
