Delivery exceptions may occur and are subject to manufacturer and or carrier claim submission and further actions are required to ensure that these are addressed within a timely manner. Proper expectations must be set for the customer and the Agent should ensure that Actions are taken to report issues with our fulfillment partners and internal parties. 

Please verify the tracking information and verify which party will be responsible for the filing of a damage claim with the carrier. The shipment account can be verified by reviewing the tracking information on the carrier website, under terms it will display: either (SHIPPER) which indicates this shipped on the Fulfillment Partner's account and a request for credit to Autoplicity and they will be responsible for submitting a claim with the carrier and remit credit to Autoplicity.

In cases where this shipped on our FedEx account (THIRD PARTY), the Returns Manager should be copied on your outreach to the vendor in the likeliness that they will need to assist with claims to the carrier. Agents should report the delivery exception immediately to all necessary parties to ensure that a claim is properly filed. 

Photographs may also be required based on the vendor's criteria and upon request. Autoplicity ships on FedEx, any other method is likely to have shipped on the vendor's account.

Steps may vary based on the issues that lead to the delivery exception. However in all cases Agents should first report the matter to the vendor partner.

Amazon SLA requires that a Return Label is issued within 48 hours upon request. IF the vendor has not provided RMA please escalate the ticket to Return Team in FreshDesk - AMAZON RETURN DEFERRAL as your ticket type. The Returns Team will provide the return label for the customer and determine where this will ship to (either vendor location or to Tradeport 3PL). Assign the ticket below to properly escalate to AMAZON RETURNS Group in Fresh Desk drop down.

Delivery Exceptions: 

DAMAGED ORDER - CARRIER EXCEPTION NOTED DAMAGE ON TRACKING

Order exception was noted as damaged on the tracking, immediately verify the tracking to determine which party will need to file a claim with the carrier (Fulfillment Vendor or Autoplicity) will need to submit a claim for damaged items that occurred and were noted in the tracking by the carrier. If the item is severely damaged, this will automatically be returned to the original shipping location RTS (Retuned To Sender). If this is the case, we should immediately confirm with the customer that this will be refunded immediately as the tracking confirms this was damaged and a claim will be filed with the carrier.

DAMAGED/DEFECTIVE ORDER - CONCEALED DAMAGE

Damaged order reported after delivery was made to the customer, no comments or notes from carrier siting damaged. This must be handled as we do for any request, an RMA is required and vendor outreach is required immediately, again verify which account the shipment was shipped on, and copy the Returns Manager (Eric Stevens) on your email to the vendor if this shipped on our Third Party account. The vendor will still need to approve the return and RMA approval is needed, the vendor may provide us with labels or indicate no need to return based on the issue which can vary. However in most cases damaged items will likely need to be returned to the mfr upon approval, the customer must be given instructions and materials for the next step in resolution. 

Dear < Name >,

Thank you for reaching out to us and please accept our apologies for any issues that you've come across with your order. We're sorry to hear that something did not go as intended and suspect an issue with the quality, make, and or function of the item(s) ordered. We're happy to help but we may need to ask a few questions to better understand the root of the issue and resolve this for you.  

• Do you still have the original packaging and contents secure in the original shipping box, you'll need these for the return shipment?
• Are there any visible indications of damage sustained with the shipping box and such as scratches, dents, tears and or signs of physical damage to the package and or contents of the package?
• What are some of the issues you've experienced with the quality and or performance of the product?
• Was this item recently installed, dry-fitted and or used on the intended vehicle?

We're happy to assist with returning items that were received damaged and or defective upon delivery. Once the return has been approved we will follow-up with further assistance and instructions to return the damaged item(s). Certain restrictions and or fees may apply based on the reason for returning and the item. Please note, installed/used items may not necessarily qualify as a direct return but would be relegated to manufacturer warranty claim and approval may be required with the manufacturer. 

Please visit the following link for details Amazon Guidelines:  https://www.amazon.com/sp?_encoding=UTF8&asin=B01GP9CWU0&isAmazonFulfilled=0&ref_=dp_mbc_seller&seller=A2F8QH83YSA2LG

Sincerely,

<Name>

DAMAGED REPORTED - PHOTOS NEEDED

Hello < name >,

Thank you for contacting us and please accept our apologies with regards to your order which you've indicated was damaged either upon arrival or when you opened the contents of the shipping box. We'd like to help with this matter, however for damaged items we will need some more details and photos that support the claim as we will need it as we file a damage claim with the carrier. 

1 - Photos that shows the damage to the item(s)

2 - Photos of the shipping packaging if damaged

3 - A brief explanation on the extent of the damage and if this has affected the item's performance

We thank you for your patience and understanding, we look forward to hearing back from you so that we can begin our damage claim process. Once we have the information needed we'll submit this to our carrier and manufacturer partners.

If a pick-up is required we'll also be happy to send our seller-funded return shipping labels to have the item shipped back for manufacturer warranty return and will refund you, In some cases we may not require a pick-up however in most cases we will need to have the damage goods shipped back prior to replacement or refunding the order in accordance to Amazon guidelines for returning damaged goods.

Please allow me 1-2 business days as we file your claim and work to get the goods sent back to us.

Thank you,

NO MOVEMENT - order is stuck in transit, lost, not delivered - shipping discrepancy

Dear < Name >,

This is a courtesy message and apologies as we discovered your order was likely damaged or an issue occurred in which our carrier partners were not able to complete the expected shipment and the item(s) were returned to sender. We do apologize for the inconvenience but this order was flagged by our tracking systems that indicates something occurred that prevented this deliver to be completed and as a result we have processed a refund in full in our efforts to take responsibility for the shipping error and resolve this matter effectively. We cannot cancel or modify orders once they have shipped and since the carrier reported the error, we have refunded you immediately and you should see the credit post within 3-5 business days or per your payment processing periods.

Tracking Information: <INSERT TRACKING LINK HERE>

Please do not hesitate to reply back for further assistance or questions. 

Sincerely,

<name>

Vendor Request to file claim, issue credit to AP, and RTV - Vendor Ship Account

The vendor must be contacted because this shipped on their account, they will need to contact the carrier to have this returned and or file a claim. The vendor will need to be asked to have this returned immediately to their original location. The vendor will also need to provide us with a credit for the order as it was not delivered lost with the carrier as we will need to refund the customer as this is technically lost and shipped on the vendor's shipping account and their responsible for filing lost claim with the carrier.

Dear Vendor Partner,

PO# <insert purchase order here>

Tracking Link: <insert carrier tracking link/URL>

We have been contacted by our customer who has reported not receiving this order and after verifying the tracking, we confirm that there was a delivery discrepancy that has delayed and or resulted in the order delivery failure. We kindly ask that you please contact the carrier immediately and have this order returned to your location and or file a claim as this appear to be lost in transit and was never delivered. We consider this order to have been Lost in transit and Failed delivery. We urgently ask that you issue full refund/credit to Autoplicity as we've issued a full-refund our customer as a result. We will update our customer to advise them of the shipping discrepancy and order failure, please remit credit to Autoplicity as soon as possible.

Thank you,

<name>

Vendor Request to file claim, issue credit to AP, and RTV - Autoplicity 3rd party

The vendor must be contacted to report the delivery issue, Autoplicity "Returns Manager" will need to be copied on your request as this shipped on our 3rd party FedEx Account in the likeliness he/she will need to assist in filing a lost claim with the carrier. The vendor however is responsible for contacting the carrier and have this item returned back to their location if possible. Otherwise a lost claim with our carrier is required of the Returns Manager. The customer must be refunded immediately. *AUTOPLICITY is responsible for filing claims with carrier if shipped on our account so please copy Returns Manager in your request to vendor.

Dear Vendor Partner,

PO# <insert purchase order here>

Tracking Link: <insert carrier tracking link/URL>

We have been contacted by our customer who has reported not receiving this order and after verifying the tracking, we confirm that there was a delivery discrepancy that has delayed and or resulted in the order delivery failure. We kindly ask that you please contact the carrier immediately and request this to be Returned To Sender and ask that you please remit credit to Autoplicity upon return completion. We will be refunding our customer as a result of the delivery discrepancy and since you are the shipper of origin, please contact the carrier in an effort to secure the item(s). We We will update our customer to advise them of the shipping discrepancy and order failure, please remit credit to Autoplicity as soon as possible.

Thank you,

<name>

DAMAGED REPORTED - PHOTOS NEEDED

Hello < name >,

Thank you for contacting us and please accept our apologies with regards to your order which you've indicated was damaged either upon arrival or when you opened the contents of the shipping box. We'd like to help with this matter, however for damaged items we will need some more details and photos that support the claim as we will need it as we file a damage claim with the carrier. 

1 - Photos the show the damage to the item(s)

2 - Photo of the shipping packaging if damaged

3 - A brief explanation on the extent of the damage and if this has affected the item's performance

We thank you for your patience and understanding, we look forward to hearing back from you so that we can begin our damage claim process. Once we have the information needed we'll submit this to our carrier and manufacturer partners.

If a pick-up is required we'll also be happy to send our seller-funded return shipping labels to have the item shipped back for manufacturer warranty return and will refund you, In some cases we may not require a pick-up however in most cases we will need to have the damage goods shipped back prior to replacement or refunding the order in accordance to Amazon guidelines for returning damaged goods.

Please allow me 1-2 business days as we file your claim and work to get the goods sent back to us.

Thank you,

INSTALLED DEFECTIVE ITEM REPORTED - WARRANTY RMA APPROVAL NEEDED

1 - We cannot automatically approve a return which hints this was installed and the Cx must be made aware that a Warranty RMA approval is required before further action.

2 - Contact the Vendor to report the defective issue and adhere to vendor guidelines, some vendors may indicate the Cx must contact the manufacturer.

3 - Once you've sent the vendor request for Warranty reassign the ticket in FD to GROUP

< Amazon Returns > and set status as <OPEN> so this can be worked in timely manner by CS Agents assigned in Amazon Returns. Who will then communicate the follow-up to the customer and further instructions.

4 - If the item was denied by the vendor then the Amazon Return Request must be closed and denied in Seller Central. 

"This item is not eligible for return and is outside of policy as the customer has used/installed this item which is no longer in its new and original condition which violates our direct return policy. A manufacturer warranty would be required and is subject to manufacturer approval."

TEMPLATE:

Hello <name>,

Thank you for contacting us and please accept our apologies for the issues you've reported with your recent order. Upon reviewing your request and the issues, we have discovered that the item has been installed onto the vehicle which would require a manufacturer warranty RMA (Return to Manufacturer Authorization). ALL items that are eligible for returns must be in the original condition that this was received and should not have been installed, dry-mounted, or showing signs of attempted installation and or usage by the customer as this violates our Return Policy which is stated in our terms and conditions on our Storefront.

Since this was installed, we will be happy to contact the manufacturer for an RMA approval, if approved we will be happy to provide you with a return label if a return shipment is needed and is subject to manufacturer approval.

We ask that you please provide us with the following:

1 - Photos that show the damage/defect to the item(s).

2 - Photos of the shipping package if this was damaged upon arrival.

3 - A brief explanation on the extent of the damage or defect with your item and performance.

4 - We may need this item back however if a return is not needed, your photos and details will be helpful as we contact our manufacturer partners to report your defective performance.

We appreciate your patience as this item cannot be directly returned, A warranty claim reporting the defective item will be required before further actions and instructions will be provided. We kindly ask that you allow me 1-2 business days as we submit this claim on your behalf and we will follow-up as soon as we receive a response.

Sincerely,

< name >

RETURN LABELS GRANTED - Damaged item needs to be returned (Free Label)

Hello <name>,

We're sorry to hear that this order arrived in a condition that was not intended and would be happy to refund you immediately upon returning the damaged goods so that we can file a claim with our carrier and manufacturer partners. Once the return shipment has been scanned we will be happy to refund. We do apologize as we do require that the items to be returned before we are able to send out a replacement or refund and kindly reminder to kindly return this item back to us within 30 days as required by our Amazon Returns Policy.

RETURN LABELS GRANTED - REFUND FULL NO RETURN NEEDED (Free Label)

Hello <name>,

We're very sorry to hear your order was damaged, we are more than happy to provide you with a full return. The contents of your order are far too damaged that shipping this would not be prudent or necessary. We have filed a damage claim with our carrier and will be happy to provide you with a refund in full. There will be no need to return this back to us as the damage could contain hazardous materials and or will not be required. Your refund has been processed and should reflect on your original payment within 3-5 business days. We apologize for this inconvenience but are happy to have resolved this matter. 

SHIPPING EXCEPTION -  REFUNDING IN FULL

Dear < customer name >,

This is a courtesy message to inform you that we discovered a delivery exception with your error and regretfully an issue occurred while this was in transit that has impacted the order. As a result, we've taken proactive measures to resolve this matter and will be processing a refund in full for the inconvenience and to allow you to make alternate arrangements. We're sorry for the inconvenience and we thank you for allowing us this opportunity to make try and make it right, you should see the refund credit within 3-5 business days or per your financial institution's processing periods. Please feel free to reach out to us for any further questions or assistance.

TRACKING LINK: < Insert Carrier Tracking Link URL >

Thank you,

<name>