Out of ETA/Lost China Drop-Ship Items

1. Reply to the customer's inquiry with the Investigation Template taken from Lost (eBay Oz-auction/Crazysales). Set your ticket status to Loss - In Progress and the ticket type to COURIER/DELIVERY.

2. Coordinate with the purchaser by creating a group chat in WeCom. Always include your TL, all SMEs and all your LOB-mates on the GC. Ensure all important details such as the Order ID and SKU are provided on the GC.

3. Set a Schedule Reminder (WeChat Reminder) to ensure you wont forget to follow up or update the case.

4. Follow what the purchaser has advised you on resolving the case. Observe your time frame.

5. Please ensure you have complete ticket and backend notes.