Delivery Issues UK

For delivery issues regarding items from WINIT :

1. No Tracking Update
If there is no tracking update and the customer said item is not received, record the order at Shipping Check Google Spreadsheet which will be followed up by Lucy Tan. Provide resolution based on Lucy/Sylvia's advise. If the customer is not cooperative and unwilling to wait, explain the situation to Sylvia or Lucy Tan.

2. Delivered But Not Received
If the tracking information shows delivered but the customer still claimed item is not received, advise the customer to check first with other members of the house or office, contact courier and get back to us if not found. If not found, then advise customer that we will lodge an investigation with courier and ask the customer to wait for 1-2 working days. After holding the order for 1-2 working days, inform the customer that the courier cannot locate the parcel and advise if refund or resend. By saying so, we don't need to check with WINIT, but we just let the customer know that we will do something, so hopefully they will not play tricks on us.

Important reminder: Make sure to notify Lucy & Sylvia about item not received issues. They will check it with WINIT and/or Courier to claim for compensation for our loss.

For template, please click here.

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Editor/s:

Willy Balanoyos; Jane Jian