There are processes agents have to adhere to before declaring the parcel officially missing. Kindly follow the steps below when assisting customer:
Step 1. Provide the parcel status and get confirmations from customer
For most cases, the parcel were stated as successfully delivered on FedEx's website. Hence, do provide customer the parcel's status, tracking numbers, date & time of delivery and remarks where applicable. Do include proof of image should there be any.
Criteria of a Missing Parcel:
1. Status of parcel is delivered - No proof of image
2. Status of parcel is delivered - Proof of image provided. Customer did not disagree with the image location however, parcel still can't be located (potentially stolen).
Once the information is provided, seek customer's assistance to check their surrounding and get them to verify their shipping address in order to move forward.
(ticket example)
Step 2: Advise customer and provide a dateline for follow up
Once the customer responded and confirmed that the parcel is unable to locate, double check on
the date of delivery VS date of report.
- If it is less than 7 days from the supposed date of delivery, kindly advise customer to keep a lookout for the parcel (between 1-3 days) as there are instances where FedEx update the parcel status way ahead of time. Another reason is to avoid arranging replacement unnecessarily only to have the original order successfully delivered shortly after.
- If the parcel is unable to locate for >7 days, agent may proceed to propose a Full refund/Replacement immediately.
For this ticket's example;
Date of delivery: September 2nd & 3rd
Date of report: September 7th
Since the parcel is allegedly missing for 4-5 days, agents is to advise customer to keep a lookout for another 1-3 days. To make things more efficient, kindly provide a dateline for customer and yourself, for the next follow up.
With the dateline given, agent will then advise customer on the next course of action just so customer is assured that agent will be handling this matter.
(Agent's advise to customer)
Once a follow up is done on the dateline and parcel is nowhere to be found, agent can proceed to propose for a Full refund/Replacement to the customer before resolving this case. Always remember to get customer's confirmation before processing any resolution.
Ticket Link: https://mopio.freshdesk.com/a/tickets/9660