GUIDES ON CONTACTING PURCHASERS
| ITEM-RELATED CASES THAT NEED TO BE FORWARDED TO PURCHASERS & TECHNICAL | ||
|---|---|---|
| TYPE | SCENARIO | |
| Product Inquiry | - To get any information not provided on the listing page and product catalog FAQ's | |
| Damaged | - Item DOA (to improve packaging) | |
| Package related concerns | - Damaged packaging | |
| Faulty | - Faulty Items (functionality) - Defective Items (physical defects/damages) | |
| Not as Described | - Specified on the listing but contrary to the actual item received | |
| Quality Issues | - Defects, deficiencies, or significant variations in the final product's expected performance or appearance. | |
| Missing Part/s | - Confirmed missing part - Wrong part | |
| Listing Issue/Error | - Confirmed wrong listing information (Website to Actual) - Lack of significant information / specification that is vital for product usage | |
| Item Restocking | - Confirming when will the item back in stock for non-discontinued items | |
| No Manual | - If manual is missing from the package, no soft copy of manual in FAQ's, Manual index or listing page | |
NOTES: EXEMPTIONS
- All cases/concerns for drop-ship items from China ( Steve, Sarya, Skye, Kenny ) should be coordinated with the purchasers except when cancelling an order that is not yet exported for label printing.
- All cases/concerns for local / Vincent Fang items should be immediately added to the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform and forwarded to VFANG Team.
| NON-ITEM RELATED CASES THAT DO NOT NEED TO BE FORWARDED TO PURCHASERS / TECHNICAL | ||
|---|---|---|
| TYPE | SCENARIO | |
| Courier / Delivery Issues | - Delivered to Wrong Address - Lost in Transit | |
| Wrong Item | - Wrong kitting part delivered - Wrong unit or SKU received | |
| Out of Stock | - Warehouse confirmed item is out of stock | |
| Change of Mind | - Order sent but customer cancelled / refused / did not like it - Customer ordered by mistake, item did not fit requirements | |
| Cancel Order | - Customer requested to cancel prior to sending out - Status is 'Sent' but warehouse confirmed not sent and customer wants to cancel | |
| Dispatch Error | - Warehouse confirmed item not sent | |
| Non-deliverable | - Warehouse or courier confirmed item cannot be delivered to customer's location | |
| RTS (More to Pay) | - Item RTS due to wrong/incomplete address, failed attempted delivery, not collected from Post Office / Depot | |
NOTES: EXEMPTIONS
- All cases/concerns for drop-ship items from China ( Steve, Sarya, Skye, Kenny ) should be coordinated with the purchasers except when cancelling an order that is not yet exported for label printing.
- All cases/concerns for local / Vincent Fang items should be immediately added to the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform and forwarded to VFANG Team.
Approved by: Arthur Mataya Jr., Assistant Operations Manager (Aug-10-2021)
