Customer calling to state that their order was never delivered 

Steps & Questions to run through while on the call. 

 

CUSTOMER: "I never received my order but my tracking states it got delivered, I never got anything"

Agent: Okay let me see if I can locate your order in our system, can I get your first and last name? 

 If purchased from LED Technologies, Inc. - www.revivelighttherapy.com they will be in FishBowl 

Search customer in Fishbowl- by doing an Advanced Search.

 Advanced Search - you can search several ways.... 

1st change status to ALL so that you see everything.

Advanced Search options

  1. Ship to: Name the order shipped to Street Address: 
  2. Order # Once you have located them in Fishbowl, verify that the tracking does indicate delivered.  Verify the Shipping Address with the Customer that it is their correct address.

 Ask the Customer to double check surrounding neighbors to see if it may have been delivered or dropped off with them.

 

Agent: May we ask if you have checked with neighbors to see if the order may have.


CUSTOMER: "Okay, and if they don’t have it"

Agent: To better assist you we would recommend contacting FedEx to see if they would be able to help with your delivery options.  If you would like we can send an email your way regarding the information here we do have along with the discussed next steps, would that be okay?

 

 

CUSTOMER: "Yeah that’s mine my email is (Insert email)"

Agent: Perfect, I will send that email over her shortly.

 

  If customer does not want to get off the phone

Agent: The next steps will be that I will have our Warehouse Manager contact FedEx and provide them   will all the details of the shipment as you have stated. After they contact FedEx they will provide us with the next steps in locating your shipment.  It may be determined that a claim will need to be filed. If that is necessary, our Warehouse Manager will go ahead and get the claim started.

 

CUSTOMER: "Okay”

Agent: If they start a claim, our Warehouse Manager will provide us with updates to FedEx's investigation.

 

Update ticket with the note on Ticket 27532 for reference.

Reference Ticket 949 for the whole process

 

 

FILING CLAIM: Note- When a FedEx Claim is filed it can 10 Days to 2 Weeks to hear back from them while they are investigating.

 

Claims are filed by our Warehouse Manager

Information that Warehouse Manager will need will be:

  1. INVOICE#
  2. Customers Name, Address, Phone #, Email, Device(s) shipped. 
  3. Description of what has transpired & what customer has stated.
  4.  (Reference Ticket# 949).
  5. Claim will be filed with shipping company (FedEx) 
  6. FedEx will run their investation of the shipment.

 


 Reference Tickets: 949 and 27532.