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Transcript

Welcome to your
e-learning module

Click on the little icon bellow to see what you'll learn today


For who? Back Care Agents

Live date: March 16th, 2021

let's go!

Carrier investigations!

Don't panic! We'll explain everything in this e-learning.

Returns to merchants

Delivery to customers

Test your knowledge

Reminders

GO

the day

Agenda of

Reminders

There are 4 kinds of carrier investigations

  • Delivered not received:
    • Tracking indicates the parcel is delivered
    • Customer claims he doesn't have the parcel

  • Dead tracking:
    • Tracking shows no update > 4 business days

  • Empty:
    • Parcel is delivered empty

  • Damaged:
    • Parcel is delivered damaged

Best practices

  1. Check the tracking link every time you go on the claim to verify if there is any update
  2. Inform the merchant at every stage to give him the possibility to find solutions
  3. Respect the deadlines
  4. Always check the paperwork!

for a successful carrier investigation

  • Take action exactly when the deadline expires
  • Use Zendesk deadlines in exact business hours

It's Monday at 2:05 pm:
I give a deadline of 24 business hours and I create a deadline at 2pm on Tuesday

DEADLINES

Returns to merchants

Delivery to customers

Test your knowledge

Reminders

GO

the day

Agenda of

Delivery to customers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Delivered

not
received

Delivery to customers

Delivered not received

Parcel indicates delivered, customer contests having received it

What's new?



πŸ€“ POD: Proof of delivery

Handling DNR cases

What's a valid POD?

What is a valid POD with signature?




What is NOT a valid POD with signature?



Handling Delivered Not Received (DNR) cases

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


πŸ‘€ 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


πŸ‘€ 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


πŸ‘€ 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


πŸ‘€ 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

- πŸ‘Œ attach the POD.


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


2a. πŸ‘€ 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. πŸ‘€ 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




Handling Delivered Not Received (DNR) cases

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!

If the order is not refunded or reshipped - refund it.

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

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


πŸ‘€ 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


πŸ‘€ 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)


Handling Delivered Not Received (DNR) cases

Delivery to customers

With BackShip

The process is similar but here's what changes:

Customer contests - tell BackShip to open investigation

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


Open a ticket to the BackShip team

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

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

✏️ DNR1M - Backship label - Customer contests delivery


πŸ‘€ 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

Step 1

Step 2

Step 3

Delivery to customers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Dead

tracking

Delivery to customers

Dead tracking

Tracking shows no update > 4 business days

What's new?


Handling dead tracking cases

Handling Dead Tracking cases

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

+ inform the customer!

No second deadline!

If the order is not refunded or reshipped - refund it.

Reply to the customer using this template:

✏️ DEAD1C - Customer - Parcel not moving


πŸ‘€ 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


πŸ‘€ 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

πŸ‘€ 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)

Handling Dead tracking cases

Delivery to customers

With BackShip

The process is similar but here's what changes:

Open a ticket to the BackShip team

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

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

Step 1

Step 2

Delivery to customers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Delivered

empty

Delivery to customers

Delivered empty

The parcel is delivered empty to the customer

What's new?

Handling delivered empty cases

Handling delivered empty cases

Delivery to customers

Reply to the customer

Inform

the seller

Customer claims empty delivery

When you receive paperwork

24 business hours deadline

+ inform the customer!

No second deadline!

If the order is not refunded or reshipped - refund it.

Reply to the seller using this template:

✏️ MIS1M - Seller - Customer received empty/missing


πŸ‘€ 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


πŸ‘€ 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)

Handling Empty/Missing cases

Delivery to customers

With BackShip

The process is similar but here's what changes:

Open a ticket to the BackShip team

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

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

Step 1

Step 2

Delivery to customers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Delivered

damaged

Delivery to customers

Delivered damaged

The parcel is delivered damaged to the customer

What's new?

Handling delivered damaged cases

Handling delivered damaged cases

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!

If the order is not refunded or reshipped - refund it.

Reply to the seller using this template:

✏️ DAM1M - Seller - Customer received damaged


πŸ‘€ 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


πŸ‘€ 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)

Handling Damaged cases

Delivery to customers

With BackShip

The process is similar but here's what changes:

Open a ticket to the BackShip team

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

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

Step 1

Step 2

Returns to merchants

Delivery to customers

Test your knowledge

Reminders

GO

the day

Agenda of

Delivery to merchants

Reminders

  1. Gather the paperwork

  2. Merchant label?


they need to open the carrier investigation

and open a claim to the BackShip team

Delivery to sellers

Delivered not received

Dead Tracking

Delivered empty

Delivered damaged

Delivered

not
received

Sellers

Delivery to sellers

Delivered not received

The parcel is not received by the seller

What's new?

Handling DNR cases

Handling Delivered Not Received (DNR) cases

Delivery to sellers

Reply to the customer

Inform the seller

24 business hours deadline

Check it's DNR

Seller claims DNR

No second deadline!

If the order is not refunded or reshipped - refund it.

Reply to the customer using this template:

✏️ R1C - Customer - Return - Seller contests delivery


πŸ‘€ 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


πŸ‘€ 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.

πŸ‘€ 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

tracking

Sellers

Delivery to sellers

Dead tracking

Tracking shows no update > 4 business days

What's new?

Handling dead tracking with updates

There's 2 cases

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 ➑️ follow dead tracking process "tracking doesn't have updates"

Handling dead tracking: no updates

Handling dead tracking with updates cases

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!

If the order is not refunded or reshipped - refund it.

Reply to the customer using this template:

✏️ R3C - Customer - Return - Parcel not moving


πŸ‘€ 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


πŸ‘€ 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.

πŸ‘€ 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

Handling dead tracking with no updates cases

From reception: transfer info

No second deadline!

If the order is not refunded or reshipped - refund it.

Reply to the customer using this template:

✏️ R2C - Customer - Tracking has no updates


πŸ‘€ 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


πŸ‘€ 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

πŸ‘€ 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

empty

Sellers

Delivery to sellers

Delivered empty

The parcel is received empty by the seller

What's new?

Handling delivered empty cases

Handling delivered empty cases

Delivery to sellers

Reply to the customer

Inform the seller

24 business hours deadline

Seller claims empty delivery

Paperwork reception

No second deadline!

If the order is not refunded or reshipped - refund it.

Reply to the customer using this template:

✏️ R5C - Customer - Return - Received empty


πŸ‘€ 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


πŸ‘€ 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

damaged

Sellers

Delivery to sellers

Delivered damaged

The parcel is received damaged by the seller

What's new?

Handling delivered damaged cases

Handling delivered damaged cases

Delivery to sellers

Check the images

Reply to the seller

24 business hours deadline

Reply to the customer

No second deadline!

If the order is not refunded or reshipped - refund it.

Seller claims damaged delivery(and sends pics)

πŸ‘€ 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


πŸ‘€ 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


πŸ‘€ 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

Returns to merchants

Delivery to customers

Test your knowledge

Reminders

GO

the day

Agenda of

Time to test your knowledge

That's all!

Braaaavo!