When a customer receives a product that's not from Mopio it is important that we act accordingly to ensure we avoid comprising their experience with us. Remember, it will be frustrating for the customer having to wait for their order only to find out that the order is not what they expected. Please see the below flows when handling this situation.
1. Request photos of the product and packaging received. This is to ensure we have a valid proof.
2. Once photos have been received, inform OPS team so they can check with Warehouse
Ex: Hi Team, the customer received a non-mopio product. Here's the ticket #: 12345. Kindly attach photos.
3. Check if the customer would like a full refund or replacement. When you receive the customer's confirmation whether a replacement or full refund, create an Aftersales ticket with the issue type "Wrong item shipped by WMS" and assign the ticket to OPS.
Aftersales Ticket:
Ticket Property:
4. Ops will then request the warehouse to cancel the shipping fee since this is Warehouse's fault.
5. Ops will provide the resolution based on the Aftersales Ticket and will provide return labels for the customer to send the product back to our Warehouse.
See ticket sample: https://mopio.freshdesk.com/a/tickets/14709
The customer reported having received the wrong item from Mopio: Cat Washroom Bench.
Resolution: Advised to return the wrong item.