Missing/Damaged/Wrong
Purpose
To define the standard operating procedure to handle escalation and order status for Missing/Damaged/Wrong Products.
Document title | Damaged/Wrong/Missing product Related |
Current Version | 1.1 |
Status | Live |
Document Owner | Process Excellence Team |
Approved by | Chethan Kumar |
Responsibility:
● Check for customer query/concern on Missing/Damaged/Wrong product received
● To provide all the required information referring Shopify, Shiprocket
Stakeholders:
● L1_INBOUND
Reference
Process Overview
Below is the process to be followed when customer contacts for any damaged, Missing, Wrong product status-related issues.
All the escalations related to this issues must be contacted within 24 hours from the time customer received the order.
L2 team to escalate the cases to external teams in real-time within 24 hours to get the resolutions faster.
Issue – Sub issue
Group: Delivery & Shipments
Type: Other Products
Issue: Return Request _ Under Policy
Sub Issue: Wrong Product/Different Product received/ Missing item/ Damaged Product
Customer VOC | Sub Issue | Process steps and Action |
Damaged Product | Customer received a damaged product | L1 Action: consultant to check with the customer if the product package was opened at the time of delivery or tampered during delivery.L1 will ask to share the damaged product images
L1 will escalate the case to L2 team with clear private notes and an email being sent to the customer that we will investigate with our logistics team.
L2 Action
L2 team will escalate the issue to the Warehouse team via emails.
After 48 hours if there is no revert from external teams on the investigation, the L2 team will be in favor of the customer for a replacement or refund.
Group: Delivery & Shipments Type: Other Products Issue: Return Request _ Under Policy Sub Issue: Damaged Product Status: Waiting on Internal Update.
|
Missing Product | Customer received an empty box, with no product inside the package. Customer reports that his product is Missing | L1 Action: Check with the customer if the package was opened, or tampered with during delivery. L1 to check if the customer contacted within 24 hours
L1 to check if the customer shared images of the product received(partial missing)
L2 team will escalate the case to the Logistics team and Warehouse team via email. Two different emails will go out from L2 team with relevant proofs
After 48 hours if there is no revert from external teams on the investigation, the L2 team will be in favor of the customer for a replacement or refund.
Group: Delivery & Shipments Type: Other Products Issue: Return Request _ Under Policy Sub Issue: Missing Product
|
Wrong Product | Customer received wrong product | L1 Action: L1 to check if the package was opened, or tampered with during delivery.
L1 to ask to share images of the product received and request cx to keep the product intact for reverse pick up
L1 will escalate the case to L2 team with clear private notes and an email being sent to the customer that we will investigate with our team.
L2 Action: Team will escalate the case to WH team with photos asking for packaging videos.
After 48 hours if there is no revert from external teams on the investigation, the L2 team will be in favor of the customer for a replacement or refund.
Group: Delivery & Shipments Type: Other Products Issue: Return Request _ Under Policy Sub Issue: Wrong Product
|
Revision History:
Document created by | Sandhya.G | 12/03/2023 |
