LOSS CASE TEAM UPDATES (AU)
DECEMBER UPDATE
JAN 14 - Arvin Rodriguez
WEEKLY OVERALL SCHEDULE
>> AU LOSS TEAM SCHEDULE
>> LOSS TEAM UPDATED TASK
>>For all PICK-UP and RTS follow-ups
>> LOSS CASE FORM
https://docs.google.com/forms/d/e/1FAIpQLSf3H36IW0nesyiP6qsqvNtEQBjr_G4oAk-MGt9FAzA2CBJzpQ/viewform
>> PICK-UP REQUEST FORM
https://docs.google.com/forms/d/e/1FAIpQLSeShXuqgemurOL9v3mM3gwlAFxL13m-mSQV8hQVN_t7QOvhCQ/viewform
>> 45/60 DAYS LOSS REFUND GUIDELINES
1. Applicable for TOLL, ALLIED and DIRECT FREIGHT AU ORDERS
2. Orders must be out of the investigation period (15 business days)
3. For ALL DECLARED LIT CASES - since orders happened to be delivered with no reason upon declaring lost, the resolution will be offered as follows;
>> REFUND RESOLUTION (DECLARED LIT) - refund will be processed within 15 business days upon LIT declaration
>> REFUND RESOLUTION (NOT LIT)
upon exceeding the investigation period and customer demands for a full refund. The refund will be processed within 45 or 60 days via the original payment method. All pickups/RTS/cancellation requests must be done accordingly and cx must AGREE refusing the parcel in case delivery will show-up.
- 45 business days for NON - PEAK SEASON
- 60 business days for PEAK SEASON
* Rep will inform the customer that the refund will be processed and credited within 45/60 days and a WeChat reminder must be added to the said date for monitoring.
>> REPLACEMENT RESOLUTION - if the item is already out of investigation period and the customer demands a replacement. Replacement orders will be processed within 15 business days or less. We can process replacement items provided that the customer will agree to refuse 1 order in case delivery will be doubled.
4. REFUND/REPLACEMENT is not applicable to all AU special stores (Catch/Kogan/MyDeal/AMAZON) and for all orders having eBay cases, Paypal and NF.
March 23- All DELIVERED BUT NOT RECEIVED cases must be forwarded to PURCHASERS with POD for a resolution. We can ask the customer to send us a DECLARATION so we can process a resolution with the purchasers approval.
