WRONG RECIPIENT
Step 1: Before we proceed to tackle the ticket, agents first have to identify the different criteria for Wrong Recipient
Criteria of Wrong Recipient:
1. Status of parcel is delivered - Proof of image is provided however, customer confirmed that it is not their property
2. Customer came forward to declare that they did not order this item and it was delivered wrongly.
For scenario #1:
Provide the parcel status and get confirmations from customer
Provide customer the parcel's status, tracking numbers, date & time of delivery and remarks where applicable. Do include proof of image. Get customer's confirmation if they have successfully received the parcels.
If customer confirms that the parcel in the image is not their property, agent to provide full replacement/full refund immediately. Always remember to get customer's confirmation before processing any resolution.
For scenario #2:
Acknowledged and advise on the action to take for the wrongly delivered parcel
When a parcel is delivered to the wrong recipient, we need to generate a return label and have the parcel returned to our local warehouse. At the same time, agent to kindly reach out to OM and arrange for FedEx pickup from customer's address since this is a logistic error.
(Agent's response to customer)
Provide the necessary information and follow up on the original packaging
Once OM has generated the return label and advised customer on the FedEx pickup date and time, kindly follow up with customer on their original parcel that is due for pick up. This will not keep the customer hanging.
Ticket Link: https://mopio.freshdesk.com/a/tickets/9380
WRONG COMPONENT/ORDER
For order with mismatching parts/wrongly delivered item, kindly get customer to provide an image of these two:
- The wrongly delivered product
- Shipping label on the parcel with SKU code included
The reason why it is very important for us to obtain the image of the shipping label is because, we need to investigate where is the root of the problem - if it was wrongly dispatched by warehouse or, inaccurately labelled by factory. This will allow us to reach out to relevant team and feedback accordingly.
Once the customer is able to provide the needed media, agent to assess and proposed a suitable resolution to resolve this issue.