GUIDES ON CONTACTING PURCHASERS/TECHNICAL
TABLE 1. FOR ITEMS COMING FROM OUR WAREHOUSE
| WAREHOUSE ITEMS: ITEM-RELATED CASES THAT NEED TO BE FORWARDED TO PURCHASERS & TECHNICAL | ||
|---|---|---|
| TYPE | SCENARIO | FORWARD TO TECHNICAL TEAM |
| Product Inquiry | - To get any information not provided on the listing page and product catalog FAQ's | YES |
| Damaged | - Item DOA (to improve packaging) | YES |
| Package related concerns | - Damaged packaging | YES |
| Faulty | - Faulty Items (functionality) - Defective Items (physical defects/damages) |
YES |
| Safety Hazard | - See SAFETY HAZARD - Coordinate with team leader and technical team |
YES |
| Not as Described | - Specified on the listing but contrary to the actual item received | YES |
| Quality Issues | - Defects, deficiencies, or significant variations in the final product's expected performance or appearance. | YES |
| Missing Part/s | - Confirmed missing part - Wrong part |
YES |
| Listing Issue/Error | - Confirmed wrong listing information (Website vs Actual) - Lack of significant information / specification that is vital for product usage |
YES |
| Item Restocking | - Confirming when will the item back in stock for non-discontinued items | YES |
| No Manual | - If manual is missing from the package, no soft copy of manual in FAQ's, Manual index or listing page | YES |
NOTES: EXEMPTIONS
- All cases/concerns for CN dropship items ( Steve, Sarya, Skye, Kenny ) should be coordinated with the purchasers except when cancelling an order that is not yet exported for label printing. See Table 3.
- 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. See Local (Vincent Fang) Items.
TABLE 2. FOR ITEMS COMING FROM OUR WAREHOUSE
| WAREHOUSE ITEMS: NON-ITEM RELATED CASES THAT DO NOT NEED TO BE FORWARDED TO PURCHASERS / TECHNICAL | ||
|---|---|---|
| TYPE | SCENARIO | FORWARD TO TECHNICAL TEAM |
| Courier / Delivery Issues | - Delivered to Wrong Address - Lost in Transit |
NO |
| Wrong Item | - Wrong kitting part delivered - Wrong unit or SKU received |
NO |
| Out of Stock | - Warehouse confirmed item is out of stock | NO |
| Change of Mind | - Order sent but customer cancelled / refused / did not like it - Customer ordered by mistake, item did not fit requirements |
NO |
| Cancel Order | - Customer requested to cancel prior to sending out - Status is 'Sent' but warehouse confirmed not sent and customer wants to cancel |
NO |
| Dispatch Error | - Warehouse confirmed item not sent
- Missing quantity for multiple item orders (not sent) |
NO |
| Non-deliverable | - Warehouse or courier confirmed item cannot be delivered to customer's location | NO |
| RTS (More to Pay) | - Item RTS due to wrong/incomplete address, failed attempted delivery, not collected from Post Office / Depot | NO |
NOTES: EXEMPTIONS
- All cases/concerns for CN dropship items ( Steve, Sarya, Skye, Kenny ) should be coordinated with the purchasers except when cancelling an order that is not yet exported for label printing. See Table 3.
- 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. See Local (Vincent Fang) Items.
TABLE 3. FOR CN DROPSHIP ITEMS
| CN DROPSHIP ITEMS: CASES THAT NEED TO BE FORWARDED TO PURCHASERS | ||
|---|---|---|
| TYPE | SCENARIO | FORWARD TO TECHNICAL TEAM |
| Product Inquiry | - To get any information not provided on the listing page and product catalog FAQ's | YES |
| Damaged | - Item DOA (to improve packaging) | YES |
| Package related concerns | - Damaged packaging | YES |
| Faulty | - Faulty Items (functionality) - Defective Items (physical defects/damages) |
YES |
| Safety Hazard | - See SAFETY HAZARD - Coordinate with team leader and technical team |
YES |
| Not as Described | - Specified on the listing but contrary to the actual item received | YES |
| Quality Issues | - Defects, deficiencies, or significant variations in the final product's expected performance or appearance. | YES |
| Missing Part/s | - Confirmed missing part - Wrong part |
YES |
| Listing Issue/Error | - Confirmed wrong listing information (Website vs Actual) - Lack of significant information / specification that is vital for product usage |
YES |
| Item Restocking | - Confirming when will the item back in stock for non-discontinued items | YES |
| No Manual | - If manual is missing from the package, no soft copy of manual in FAQ's, Manual index or listing page | YES |
| Courier / Delivery Issues | - Delivered to Wrong Address - Lost in Transit |
YES |
| Wrong Item | - Wrong kitting part delivered - Wrong unit or SKU received |
YES |
| Out of Stock | - Warehouse confirmed item is out of stock | YES |
| Change of Mind | - Order sent but customer cancelled / refused / did not like it - Customer ordered by mistake, item did not fit requirements |
YES |
| Cancel Order After Label Printed | - Customer requested to cancel the order after it was exported for label printing - Status is 'Sent' but tracking website shows that item is not yet collected and customer wants to cancel |
YES |
| RTS (More to Pay) | - Item RTS due to wrong/incomplete address, failed attempted delivery, not collected from Post Office / Depot | YES |
