Rw - EU - BC - Carrier investigation revamp

let's go!

the day

Agenda of

the day

Agenda of

Delivery to customers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Delivered

Delivery to customers

Parcel indicates delivered, customer contests having received it

🤓 POD: Proof of delivery

What is a valid POD with signature?

What is NOT a valid POD with signature?

Delivery to customers

Reply to the customer

Inform the seller

48 business hours deadline

Check it's DNR

Customer claims DNR

A. Seller sends POD

B. No POD

Step 1/2

Reply to the customer using this template:

✏️DNR1C - Customer - Customer contests the delivery

👀 In this template, you:

• Ask the customer to check with their neighbors/roommates/family members
• Inform that the device will be blacklisted
• Promise a response in 48 business hours

If Merchant label, then use :

✏️DNR1M - Seller label - Customer contests the delivery

👀 In this template, you:

• Inform the seller that the customer contests the delivery
• Set a 48 hours deadline to provide signed proof of delivery.

If BackShip then use :

✏️DNR1M - BackShip label - Customer contests the delivery

👀 In this template, you:

• Inform the seller that the customer contests the delivery
• Indicate that you will handle it autonomously with the BackShip team
• Ask if they would be able to send a new device if the parcel is not found

And use the macro in Zendesk to ask the BackShip team to provide you the POD:

✏️ ZD61 - Carrier investigation - POD request - Backship

👀 Check the tracking link to make sure that:

1. It actually says it has been delivered

2. It is not waiting in a collection point

⚠️ IMPORTANT!

Is it a Seller or a BackShip generated label?

For BackShip labels, the case will vary a bit. We'll see it in the next slides.

The merchant has provided a signed proof of delivery.

1. Reply to the customer using this template:

✏️DNR2A - Customer - Follow up with POD to check if the customer has found the order

- 👌 attach the POD.

If the customer doesn't respond in 3 days, close the case.

2a. 👀 Only if the customer contests it, then:

• Reply to the customer with: ✏️DNR3A - Customer - Paperwork - With POD
  Asking for a police report, BM certificate of non-receipt, and the ID. Ask for refund or swap.
  
• Reply to the seller with: ✏️DNR3 - Seller - Paperwork asked to customer
  Asking them to block the device and prepare for a refund/reshipment

The merchant has NOT provided a signed proof of delivery.

1. Reply to the customer using this template:

✏️DNR2B - Customer - Follow up NO POD - to check if the customer has found the order

2. If the customer doesn't respond in 3 days, close the case.

2b. 👀 Only if the customer contests it, then:

• Reply to the customer with: ✏️DNR3B - Customer - Paperwork NO POD
  Asking only for BM certificate of non-receipt, and the ID. Ask for refund or swap.
  
• Reply to the seller with: ✏️DNR3 - Seller - Paperwork asked to customer
  Asking them to block the device and prepare for a refund/reshipment

Delivery to customers

Reply to the customer

Inform the seller

Set 24 business hours deadline

Step 2/2

The documents have been received

When the deadline expires, inform the customer!

No second deadline!

Once the paperwork has been gathered, reply to the customer using this template:

✏️ END1C - Customer - Paperwork OK - Refund in 24h

👀 In this template, you:

• Promise a response in 24 business hours (refund or replacement).

Reply to the seller using this template:

✏️END1M - Seller - Paperwork OK- Refund in 24h

👀 In this template, you:

• Inform the seller of the customer's choice (refund or replacement)
• Give them a 24-hour deadline

Once the deadline expires, inform the customer that:

• The order has been reshipped, with a functioning tracking link
• The order has been refunded (full refund template, adapted)

Delivery to customers

With BackShip

The process is similar but here's what changes:

If the customer contests the delivery, then submit the paperwork to the BackShip team to open a carrier investigation using the macro:

✏️ ZD::1. Ticket Management::ZD19 - Open Carrier Investigation

In order to get the Proof of Delivery from the BackShip team, use the macro in Zendesk:

✏️ ZD61 - Carrier investigation - POD request - Backship

When the customer opens the claim, send this template to the seller:

✏️ DNR1M - Backship label - Customer contests delivery

👀 In this template, you:

• Inform the seller that the customer contests the delivery
• Indicate that you will handle it autonomously with the BackShip team
• Ask if they would be able to send a new device if the parcel is not found

Delivery to customers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Dead

Delivery to customers

Tracking shows no update > 4 business days

Delivery to customers

Reply to the customer

Inform the seller

Check tracking link

Customer claims tracking link is not moving

When you receive paperwork

24 business hours deadline

No second deadline!

Reply to the customer using this template:

✏️ DEAD1C - Customer - Parcel not moving

👀 In this template, you:

• List the required paperwork: BM certificate of non-receipt and ID
• Ask the customer if they prefer refund/SWAP.

Reply to the seller using this template:

✏️ DEAD1M - Seller - Parcel not moving

👀 In this template, you:

• Inform the seller of the ongoing issue
• Indicate that they have 24 hours from paperwork reception to refund or provide the tracking link of the replacement.

In this template, choose between BackShip and not Backship :

CHOOSE ONE Once all paperwork is collected we will open a claim with the BackShip team, you can follow the claim in SSC. We will let you know if the order needs to be reshipped or if it will be refunded. The deadline is 24 hours from reception of the documents

CHOOSE ONE Once all the paperwork has been gathered we’ll let you know if the customer prefers a refund or a reshipment. The deadline is 24 hours from reception of the documents

👀 Check the tracking link to make sure that:

1. It has not moved for 4 business days

2. It is not in a collection point

Once the customer sends the paperwork, reply to the customer using this template:

✏️ END1C - Customer - Paperwork OK - Refund in 24h

Then, reply to the seller using this template:

✏️ END1M - Seller - Paperwork OK - Refund in 24h

In the seller template, you need to choose two :

CHOOSE ONE: You can use the attached documents to investigate the matter with your delivery company / We have also forwarded these documents to the BackShip team for a carrier investigation

and

CHOOSE ONE: This order will be refunded in 24 hours / Please send a tracking link for a replacement within 24 hours or this order will be refunded

Set a deadline of 24 business hours in Zendesk.

Once the deadline expires, inform the customer that:

• The order has been reshipped, with a functioning tracking link
• The order has been refunded (full refund template, adapted)

Delivery to customers

With BackShip

The process is similar but here's what changes:

Open a carrier investigation to the BackShip team using the macro:

✏️ ZD::1. Ticket Management::ZD19 - Open Carrier Investigation

Don't forget to submit the paperwork to the BackShip team

When the customer opens the claim, send this template to the seller:

✏️ DEAD1M - Seller - Parcel not moving

and select the part dedicated to a BackShip order :

CHOOSE ONE Once all paperwork is collected we will open a claim with the BackShip team, you can follow the claim in SSC. We will let you know if the order needs to be reshipped or if it will be refunded. The deadline is 24 hours from reception of the documents

CHOOSE ONE Once all the paperwork has been gathered we’ll let you know if the customer prefers a refund or a reshipment. The deadline is 24 hours from reception of the documents

Delivery to customers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Delivered

Delivery to customers

The parcel is delivered empty to the customer

Delivery to customers

Reply to the customer

Inform

Customer claims empty delivery

When you receive paperwork

24 business hours deadline

No second deadline!

Reply to the seller using this template:

✏️ MIS1M - Seller - Customer received empty/missing

👀 In this template, you:

• Inform the seller of the ongoing issue
• Indicate that they have 24 hours from paperwork reception to refund or provide the tracking link of the replacement.

In this template, choose between BackShip and not Backship :

CHOOSE ONE Once all paperwork is collected we will open a claim with the BackShip team, you can follow the claim in SSC. We will let you know if the order needs to be reshipped or if it will be refunded. The deadline is 24 hours from reception of the documents

CHOOSE ONE Once all the paperwork has been gathered we’ll let you know if the customer prefers a refund or a reshipment. The deadline is 24 hours from reception of the documents

Reply to the customer using this template:

✏️ MIS1C - Customer - Customer received empty/missing

👀 In this template, you:

• List the required paperwork: BM certificate of non-receipt, pictures of the package, pictures of the label with the tracking number visible, pictures of the package inside (with the product rceived inside if any), police report and ID
• Ask the customer if they prefer refund/SWAP.

Once the customer sends the paperwork, reply to the customer using this template:

✏️ END1C - Customer - Paperwork OK - Refund in 24h

Then, reply to the seller using this template:

✏️ END1M - Seller - Paperwork OK - Refund in 24h

In the seller template, you need to choose two :

CHOOSE ONE: You can use the attached documents to investigate the matter with your delivery company / We have also forwarded these documents to the BackShip team for a carrier investigation

and

CHOOSE ONE: This order will be refunded in 24 hours / Please send a tracking link for a replacement within 24 hours or this order will be refunded

Set a deadline of 24 business hours in Zendesk.

Once the deadline expires, inform the customer that:

• The order has been reshipped, with a functioning tracking link
• The order has been refunded (full refund template, adapted)

Delivery to customers

With BackShip

The process is similar but here's what changes:

Open a carrier investigation to the BackShip team using the macro:

✏️ ZD::1. Ticket Management::ZD19 - Open Carrier Investigation

Don't forget to submit the paperwork to the BackShip team

When the customer opens the claim, send this template to the seller:

✏️ MIS1M - Seller - Customer received empty/missing

and select the part dedicated to a BackShip order :

CHOOSE ONE Once all paperwork is collected we will open a claim with the BackShip team, you can follow the claim in SSC. We will let you know if the order needs to be reshipped or if it will be refunded. The deadline is 24 hours from reception of the documents

CHOOSE ONE Once all the paperwork has been gathered we’ll let you know if the customer prefers a refund or a reshipment. The deadline is 24 hours from reception of the documents

Delivery to customers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Delivered

Delivery to customers

The parcel is delivered damaged to the customer

Delivery to customers

Reply to the customer

Inform the seller

Customer claims damaged delivery

When you receive paperwork

Refund when the device is back to the seller

No second deadline!

Reply to the seller using this template:

✏️ DAM1M - Seller - Customer received damaged

👀 In this template, you:

• Inform the seller of the ongoing issue
• Indicate that they have 24 hours from paperwork reception to refund or provide the tracking link of the replacement.

In this template, choose between BackShip and not Backship :

CHOOSE ONE Once all paperwork is collected we will open a claim with the BackShip team, you can follow the claim in SSC. We will let you know if the order needs to be reshipped or if it will be refunded. The deadline is 24 hours from reception of the documents

CHOOSE ONE Once all the paperwork has been gathered we’ll let you know if the customer prefers a refund or a reshipment. The deadline is 24 hours from reception of the documents

Reply to the customer using this template:

✏️ DAM1C - Customer - Customer received damaged

👀 In this template, you:

• List the required paperwork: pictures of the package outside (with damaged visible), pictures of the label with the tracking number visible, pictures of the package showing the damaged product inside, pictures of the damaged product.
• Ask the customer if they prefer refund/SWAP.

If the damages are caused by the delivery company, treat the case as a return

Set a deadline of 24 business hours in Zendesk.

Once the deadline expires, inform the customer that:

• The order has been reshipped, with a functioning tracking link
• The order has been refunded (full refund template, adapted)

Delivery to customers

With BackShip

The process is similar but here's what changes:

Open a carrier investigation to the BackShip team using the macro:

✏️ ZD::1. Ticket Management::ZD19 - Open Carrier Investigation

Don't forget to submit the paperwork to the BackShip team

When the customer opens the claim, send this template to the seller:

✏️ DAM1M - Seller - Customer received damaged

and select the part dedicated to a BackShip order :

CHOOSE ONE Once all paperwork is collected we will open a claim with the BackShip team, you can follow the claim in SSC. We will let you know if the order needs to be reshipped or if it will be refunded. The deadline is 24 hours from reception of the documents

CHOOSE ONE Once all the paperwork has been gathered we’ll let you know if the customer prefers a refund or a reshipment. The deadline is 24 hours from reception of the documents

the day

Agenda of

Delivery to sellers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Delivered

Sellers

Delivery to sellers

The parcel is not received by the seller

Delivery to sellers

Reply to the customer

Inform the seller

24 business hours deadline

Check it's DNR

Seller claims DNR

No second deadline!

Reply to the customer using this template:

✏️ R1C - Customer - Return - Seller contests delivery

👀 In this template, you:

• Indicate that there is an issue on the return
• Ask the customer to wait for 24 hours for the seller to look for it
• Promises a solution in 24 business hours
• A refund will be done if the parcel is not found

Reply to the seller using this template:

✏️ R1M - Seller - Return - Delivered Not Received

👀 In this template, you:

• indicate that you are going to open the investigation
• list the required paperwork : police report and certificate

Set a deadline of 24h business hours in Zendesk.

👀 Check the tracking link to make sure that:

1. It actually says it has been delivered

2. It is not waiting in a collection point

Delivery to sellers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Dead

Sellers

Delivery to sellers

Tracking shows no update > 4 business days

There are 2 cases:

• Tracking has updates: follow dead tracking process "tracking has updates"
  
  
• Tracking doesn't have any updates: customer needs to provide a Proof of Deposit ➡️ follow dead tracking process "tracking doesn't have updates"

Delivery to sellers

Reply to the customer

Inform the seller

24 business hours deadline

Check it's dead tracking

Seller/customer claim late delivery or dead tracking

No second deadline!

Reply to the customer using this template:

✏️ R3C - Customer - Return - Parcel not moving

👀 In this template, you:

• Indicate that there is an issue on the return
• Ask the customer to wait for 24 hours for the seller to look for it
• Promises a solution in 24 business hours: a refund will be done if the parcel is not found

Inform the seller using this template:

✏️ R3M - Seller - Return - Dead tracking

👀 In this template, you:

• indicate that you are going to open the investigation
• list the required paperwork : certificate

Set a deadline of 24h business hours in Zendesk.

👀 Check the tracking link to make sure that:

1. It is not moving for more than 4 business days

2. It is not in a collection point

In this case, you see there are updates.

Delivery to sellers

Reply to the customer

Inform the seller

24 business hours deadline

Check it's dead tracking

Seller/customer claim late delivery or dead tracking

From reception: transfer info

No second deadline!

Reply to the customer using this template:

✏️ R2C - Customer - Tracking has no updates

👀 In this template, you:

• Lost the required paperwork: proof of deposit
• Tell the customer that they'll be refunded 24 hours after paperwork reception

Inform the seller using this template:

✏️ R2M - Seller - Return - Dead - Tracking has no updates

👀 In this template, you:

• Inform the seller of the ongoing issue
• Tell the seller that you have requested a proof of deposit from the customer
• Indicate that they will have 24 hours from paperwork reception to refund the customer
• Indicate that they will need to fill a BM certificate from paperwork reception for you to open an investigation with the BackShip team

👀 Check the tracking link to make sure that:

1. It is not moving for more than 4 business days

2. It is not in a collection point

In this case, you see there are NO updates.

Set a deadline of 24h business hours in Zendesk.

Once you receive the paperwork from the customer, you:

1. Reply to the customer with this template:

✏️ END1C - Customer - Paperwork OK - Refund in 24h

2. Transfer the doc to the seller, with this template:

✏️ R3M - Seller - Return - Dead tracking

Delivered

Sellers

Delivery to sellers

The parcel is received empty by the seller

Delivery to sellers

Reply to the customer

Inform the seller

24 business hours deadline

Seller claims empty delivery

Paperwork reception

No second deadline!

Reply to the customer using this template:

✏️ R5C - Customer - Return - Received empty

👀 In this template, you:

• Inform that there is an issue on the return
• List the required paperwork: police report and ID
• Promises a solution in 24 business hours after paperwork reception

Inform the seller using this template:

✏️ R5M - Seller - Delivered empty/missing/damaged

👀 In this template, you:

• Ask for pictures for the carrier investigations

Set a deadline of 24h business hours in Zendesk.

Once you receive the paperwork from the customer, you:

1. Reply to the customer with this template:

✏️ END1C - Customer - Paperwork OK - Refund in 24h

1. Transfer the doc to the seller, with this template:

✏️ END1M - Seller - Paperwork OK - Refund in 24h

In the seller template, you need to choose two :

CHOOSE ONE: You can use the attached documents to investigate the matter with your delivery company / We have also forwarded these documents to the BackShip team for a carrier investigation

and

CHOOSE ONE: This order will be refunded in 24 hours / Please send a tracking link for a replacement within 24 hours or this order will be refunded

Delivered

Sellers

Delivery to sellers

The parcel is received damaged by the seller

Delivery to sellers

Check the images

Reply to the seller

24 business hours deadline

Reply to the customer

No second deadline!

Seller claims damaged delivery(and sends pics)

👀 It is very important to check if the item was damaged in delivery or not.

If the package is damaged - the item was damaged during delivery

If the package is not damaged - the item was not damaged during delivery but before.

Merchant usually provide pictures when this issue happens.

If they don't, use the template :

✏️ R5M - Seller - Return - Delivered empty/missing/damaged

👀 In this template, you:

• will ask for the pictures
• indicate that you will open an investigation

Set a deadline of 24h business hours in Zendesk.

Inform the customer with this template:

✏️ R4C - Customer - Return - Damaged product received

👀 Considering the case, in this template, you:

• Case 1 : NO REFUND - claim denied because it is badly packed => Generate a return to the customer
• Case 2 : NO REFUND - broken before delivery => Generate a return to the customer
• Case 3 : Refund in 24h

the day

Agenda of

Time to test your knowledge

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