HOW TO CHECK ETA AND HOW TO FORWARD CASE TO LOSS
FORWARD TO LOSS(item out of ETA)
---For customers inquiring about their item whereabouts.. First we need to check the order on the backend and check if the item has sent out and if out of ETA.
- HOW TO CHECK ETA:
1. Get customer’s postcode from backend
2. Check ETA from listing page
---CHECK IF THE ITEM HAS SENT OUT THEN TRACK THE ITEM
1) Check if item was sent
2) Check courier
3) Get tracking number
4) Check when item was sent
5) Track item
6)Check latest update
-CHECK IF THE ITEM IS STILL WITHIN ETA
-Count from the day the item was sent out to current date.
---If the item is more than 3 working days out of ETA, we will need to lodge an investigation with the courier.
- FORWARD TO LOSS
1. Inform customer we will lodge an investigation
2. Assign to loss department
3. Assign ticket to staff in charge
4. Change ticket status to “Open”
5. Click “Update”
6. Put note in the backend with information below
-Ticket ID
-SKU
-”forward to loss”
-reason
7. Put note in kayako with information below
-order ID
-SKU
-tracking number
-reason
8. Wait for update from staff in charge -you can also follow up from time to time
