ALL ISSUES RELATED TO LOST ORDERS WILL BE ASSIGNED IN FRESHDESK to LOST TEAM - email address is: lostitem@autoplicity.com
ITEM NOT RECEIVED - You must determine whether the ITEM NOT RECEIVED was impacted by either the order being LOST/STOLEN despite the tracking details the customer reported not having received this. Verify the tracking confirmation if available to determine why this was not received, some orders may not have been received as it was either lost in transit or no further progress was made. Some customers will report that an ITEM WAS NOT RECEIVED but we discovered that they did receive an item but it was different than what was expected. It is your responsibility to determine exactly WHY this was not received and if it was the last example, this was a return related matter rather than an item that is truly deemed as LOST or ITEM NOT RECEIVED.
DELAYED/DAMAGE/RTS (Returned to Sender) - The process for these instances are similar, the customer will be refunded in full however additional contacts to the vendor and a carrier lost claim may be required. All orders that have shipped on our THIRD PARTY account require that a Claim filed with the carrier FedEx is needed. In most cases the vendor will assist but they may push back for us to file a claim with our carrier IF this shipped on our shipping account, otherwise if the shipment was consigned to the vendor's shipping account, they will need to issue CREDIT MEMO to Autoplicity and file a claim with their carrier. A refund to the customer will be issued however further actions are needed to ensure that a lost/damage/RTS claim is filed.
ITEM NOT RECEIVED - RETURN NEEDED - the customer may report INR but actually received a delivery but the items received is either incorrect, wrong item, or different than description or expected - this is not lost it is the simple fact that the item received is not what was expected, a RETURN PROCESS is required - PLEASE SEE RETURN GUIDELINES AND TEMPLATES.
ITEM NOT RECEIVED - ITEM PENDING SHIPMENT/RTS
If the item was never delivered and there is no valid tracking information, the customer should be refunded immediately. The same applies again for items that are damaged or clearly marked by the carrier as being Returned to Sender the customer truly will not receive their order as it may have not shipped or was damaged or lost in transit. Or the tracking shows "ITEM PENDING SHIPMENT" rather than a tracking#, the customer should be refunded immediately as this is an indicator that the item is not available and pending fulfillment. A cancellation request to the vendor will be needed when it is "ITEM PENDING SHIPMENT" and contact to the vendor is needed to confirm the order will be cancelled and we are credited for the item which is likely on backorder or delayed.
WHERE'S MY ORDER - ORDER IS IN TRANSIT AND IS DELAYED
- Agent will provide response with tracking template below
- Always Verify the tracking link - and always reach out to vendor for status
- If label created (this means vendor has not shipped, ask vendor for update and to ship the order)
- Delivery Exception found - Agent should update ticket for Lost team and create RMA < Company Initiated Return via check my order AP portal >
- UPDATE STATUS CHECK NEEDED - Agent will send the vendor a status request and report the delayed shipment. Ask the vendor to provide an update on the order status including revised ESD and to immediately ship the item and provide any (new or revised tracking ID# so that we can update the Order and Customer).
- If the vendor has provided a new tracking ID or ESD update, you must send the customer an update < see template below : Status Update Follow-up >
- ASSIGN TICKET to LOST - set as OPEN status - the lost team will review and follow-up if needed. The Lost Agents will then review ticket and determine next steps. If an RMA is required then the Lost Agents will create this, no further action from frontline CS Agents. Otherwise no action will be required unless customer escalates the issue and Lost Team will either close or escalate the issue with next step/resolution.
- The LOST TEAM will manage the Customer FD ticket for a total of 7 days, LOST TEAM will update the ticket and set the DUE DATE 7 days out. IF the customer does not reply back we will assume they received their order and the LOST TEAM will close the ticket. If the customer "pushes back" the lost issue then the LOST TEAM will confirm LOST RMA and refund.
Dear < name >,
Thank you for contacting us with regards to your current order and please accept our apologies for any concerns and inconvenience. We appreciate your choosing Autoplicity and are happy to assist you. I've checked the tracking and I do see that the package is on its way. In the meantime you can check with the carrier to tracking your package on the carrier website or contact them directly, for your convenience I have included the tracking link below:
< insert carrier tracking link >
Please check the estimated delivery date in your orders. Depending on the carrier some tracking scans may not have updated and can take (24-48 hours) to update which is normal and we ask that you please wait for tracking information to be updated. In the meantime we have already taken steps to contact the carrier for status on your updated shipment. If you have not received your shipment by < insert 7 day due date > please reply back or contact us via Amazon Messenger (contact the seller).
Sincerely,
< name >
VENDOR STATUS UPDATE REQUEST TEMPLATE - Reassign to LOST TEAM
- Reassign ticket to - LOST > STATUS OPEN > LEAVE NOTES IN CRM "status update request sent for lost/damaged order "
- The LOST TEAM will be responsible for updating the order, next steps (RMA/Cancel), Cx update and vendor correspondence.
- STATUS UPDATE - If the order can be delivered within 7 days (1 week) we'll update the cx, if beyond 7 days (cancellation request and refund to the customer will be needed to avoid claims).
- IF CANCELLATION - The Lost Team will reply back to the vendor and request the cancellation and will send the customer an update the order was cancelled/refunded.
Hello -
The following order appears delayed and our customer has contacted us as this has either passed or the ESD is approaching. Please assist with providing a Status update on this order. We ask that you please provide us with the ESD, Tracking ID# and if this item is on backorder please advise the expected return date.
Tracking ID: < Insert Tracking URL from Carrier >
Please advise ASAP, thank you.
ONLY SEND after Vendor Status update response -
- Agent to send Vendor STATUS UPDATE REQUES and advise issues impacting order delay, asking for update on ESD, Tracking ID#, and if on backorder and unable to deliver we will need to have the order cancelled. Amazon orders must be deliverable within 1 week of order, any delayed ESD beyond 7 days will need to be cancelled.
- Agent to Reassign Vendor Status Update ticket to the LOST TEAM so that they can follow-up and take the next action such as sending Status Update, Processing of RMA, Processing of Cancel
- ASSIGN TICKET to LOST
This is a courtesy follow-up message to advise you that the tracking and status update has been confirmed for your order. We again apologize for any inconvenience however after checking with our fulfillment/shipping department the order has been updated, please see below.
Tracking ID# - < Insert Tracking ID# >
Estimated Delivery Date - < Insert revised ESD >
Tracking Link - < insert tracking link from carrier URL >
Please do not hesitate to contact us if there's any problems or issues with your order as we'll be happy to help and look forward to hearing from you.
< Name >
DELIVERED BUT NOT RECEIVED - Lost Agents will only refund if push back or reply by cx is received at 7 day marker. If no response from customer we will close the ticket and assume the order was found.
Hello < name >,
Thank you for contacting us with regards to your recent order and please accept our apologies for any inconvenience with your order. We will be conducting a thorough investigation and have reached out to our shipping team and carrier partners. As we are investigating the order we adhere to Amazon policies and ask that you please verify the shipping address is correct. Look for a notice of delivery attempt and also check your mailbox or mailroom, receiving department or wherever you receive mail. Check around the delivery location as the package may have been left in a location the carrier felt may be more secure and out of public view. Ask your household members, business colleagues, and neighbors to see if someone else accepted the delivery. You can also check with the carrier and may have more information about the package by going to the carrier's website or contact them.
Since the order shows that this has been delivered, we are filing a claim with the carrier. Please contact us if your order is not found or delivered by < 7 day due date > for your convenience we've included the tracking below:
TRACKING LINK - < Insert Tracking link from carrier website URL >
Sincerely,
<name>
ORDER REPORTED AS LOST - DELIVERY SIGNATURE ON FILE
The signature on file indicates that SOMEONE physically received the order, we have better chances at challenging this and will be supported by AZ policies anytime there is a Signature On File, or the order states Delivered to Person - LOST CLAIM WILL BE DENIED - Assign to Lost Team for follow-up.
YOU MUST INCLUDE ATTACHED POD (proof of delivery) - name the file as per below -
< Proof of Delivery - ORD ######## - TRK ####### - Example < Proof of Delivery - 111-2223333-4445555 - 111122223333 >
Dear Name,
Thank you for contacting us and please accept our apologies for any issues you've experienced with this order. I've read your message and I understand that you believe this order was not delivered and or received, again I apologize you're having some trouble finding your shipment. After reviewing your order details and the shipping confirmation, I can confirm that our records and proof of delivery through the carrier tracking shows this was signed for and delivered to you (please see the link below and attached confirmation of delivery). The delivery confirmation indicates that this was received by either you or a member of your household and or business.
We must apologize as this order was delivered we are unable to take action as this delivery was completed.
We adhere to Amazon Guidelines which indicate that the delivery was completed as it was signed for at location.
Shipping/Tracking Link: < include carrier tracking url > & < attach proof of delivery >
Sincerely,
<Name>
DENIED LOST CLAIM - PROOF OF DELIVERY - w/ or without Affidavit
If we can verify that the delivery information matches the address and or the claim has been denied by the vendor/carrier/amazon we should proceed to DENY the customer of their refund whether or not they completed the Affidavit.
Thank you for contacting us and for your patience as we've completed our carrier investigation and must advise that your claim has been denied based on our findings and conclusion of your claim with our Carrier partners. We apologize for any inconvenience however we do confirm the order the order was delivered to your designated location/address. Based on the tracking information and our Amazon policies, this order was confirmed delivered in a timely manner and was signed for by a person associated with your designated location. We must advise that if this item was shipped to a third-party location such as a Freight Forward service/location, automotive repair, or business location; you've designated such locations to act on your behalf. In accordance to Amazon's policies, neither Autoplicity, Amazon and our partners are liable for any lost and or damaged items shipped to such locations as you've designated the location and third-parties to accept your delivery with signature proof of delivery completion.
We have included an attached proof of delivery as confirmed with our carrier partners, in adherence to Amazon policies we will not be taking any further action as your claim has been denied. We have reported this matter to Amazon for further review and encourage you to review Amazon's policies. We do apologize and strongly encourage you to file an official police report with your local authorities.
< INSERT DELIVERY ADDRESS >
< INSERT TRACKING#>.
< INCLUDE ATTACHED SIGNED PROOF OF DELIVERY - rename file as ORD# PROOF OF DELIVERY >
Thank you,
<name>
NO REPLACEMENTS WHILE LOST CLAIM PENDING - Cx requesting replacement which is not available and must check back in 7 days
Hello < name >,
Thank you for contacting us with regards to your recent order and please accept our apologies for any inconvenience with your order. As we last advised, we confirm that an Investigation has been opened and we are awaiting the results and working with our carrier partners. While we understand you would like a replacement, we must advise that we cannot issue refunds or replacements until the investigation has been completed. We'll provide updated tracking information and or further updates to let you know the outcome once our carrier investigation claim has been resolved.
Since the order shows that this has been delivered, we are filing a claim with the carrier. Please contact us if your order is not found or delivered by the date advised, for your convenience we've included the tracking below:
PLEASE CHECK BACK IF NOT RECEIVED BY - < Insert 7+ Due Date >
TRACKING LINK - < Insert Tracking link from carrier website URL >
Sincerely,
<name>
Sincere
WHERE IS MY ORDER/TRACKING INFO REQUEST - presume the order may be lost if the request from customer is received after the delivery date as it is likely
1. If the order is UNDER 200: immediately create an RMA, Update CRM Status (Lost In Transit or Delivered Not Received), If the order is OVER 200 please immediately assign the ticket to the LOST TEAM and use template - LOST ORDER OVER $200 which has the affidavit link.
2. CRM NOTES - Note the CRM that this was reported as lost/stolen/missing
3. Create an RMA by going to CHECK MY ORDER, Lost RMA CRM Update
4. Set to Refund Pending - REASSIGN FD TICKET TO "Lost/Stolen Items" - Update FD status as OPEN
5. Send Message to SLACK - Marketplace Manager Escalations to have a manager refund the order if under 200
TEMPLATE:
Dear Name,
Thank you for contacting us and please let us know immediately if you have received your order yet and we'll be more than happy to provide further assistance for you. I've checked your order status and have provided the details below. Please let us know if there are problems with your tracking or if you haven't received this and the tracking shows it was delivered, delayed, and not found despite tracking update, again please reply to this message immediately. If you believe the order to have been lost, missing or stolen we can file a Lost Claim and will refund you once our claim is completed with our carrier partners.
TRACKING # - < insert tracking >
TRACKING LINK - < insert carrier tracking URL >
DELIVERY STATUS - < indicate the delivery confirmation, if signed please include screenshot of signature >
Sincerely,
< Name >
TRACKING LINK CONFIRMS THE ORDER IS LOST/DAMAGE OR DELAYED - if the tracking details confirms the order has been lost for longer than 3 days, we will refund immediately and escalate the ticket to the LOST TEAM so that they can file a claim. Submit this for Lost RMA in CRM, update the status as Lost in Transit, Set to Refund pending once RMA is created so we can refund the customer. The Lost Team will need to file claim with carrier.
Dear <name>,
Thank you for contacting us, we’re sorry to hear that you’re having trouble locating your order. We will be more than happy to help and are immediately resolving this matter, WE WILL FILE A LOST CLAIM & REFUND YOUR ORDER. I’ve flagged your order and this has been escalated to our Shipping & Returns Department for processing of the lost claim. We will be following up with you immediately.
We follow the same guidelines for Amazon, we ask that you please check with family, friends, neighbors and or co-workers to see if they may know, we also ask that you check around the premises of your location in the likelihood the driver left this hidden from street-view. We have included a link to your tracking below:
Tracking:
<insert tracking# and link to the carrier tracking website>
Sincerely,
Agent Name
CONFIRMED LOST or LOST ORDER UNDER $200 - REFUND CONFIRMATION
Set to refund pending so that the return/refund process can be completed.
Set the CRM status icon as "Lost" and Reassign the ticket to "Lost" Team and leave as OPEN.
Escalate via Slack if the matter is urgent and Supervisor refund processing request.
Dear <name>,
Thank you for contacting us, we’re sorry to hear that you’re having trouble locating your order. We will be more than happy to help and are immediately resolving this matter, WE WILL FILE A LOST CLAIM & REFUND YOUR ORDER. I’ve flagged your order and this has been escalated to our Shipping & Returns Department for processing of the lost claim. We will be following up with you immediately.
We follow the same guidelines for Amazon, we ask that you please check with family, friends, neighbors and or co-workers to see if they may know, we also ask that you check around the premises of your location in the likelihood the driver left this hidden from street-view. We have included a link to your tracking below:
Tracking:
<insert tracking# and link to the carrier tracking website>
Sincerely,
Agent Name
LOST ORDER OVER ($200+) -
Step 1) REPLY W/AFFIDAVIT TEMPLATE
Step 2) REASSIGN TO LOST QUEUE
Step 3) Update FD Ticket Status as "OPEN" to prompt Damage/Lost Team to work Ticket.
Damage/Lost Order Agents will be responsible for further vendor/carrier/customer follow-up and refund processing and CLOSE the ticket upon completion.
Refunding within 48 hours ( of customer contact date) with or without Affidavit Response.
If the delivery has no signature and Cx doesn't reply - Lost Agent to refund after 48 hours and file claim with carrier or vendor (if applicable) all FedEx Third party shipments should be filed directly with our FedEx Acct.
Agents responsible for Damage & Lost Orders - Cory Burton, Wendy Garcia
LOST ORDER TEMPLATE:
Dear < customer name >,
Thanks for contacting us and again we’re sorry to hear there was an issue with the delivery not being located or found. Based on what you’ve said, unfortunately it seems this order is likely Lost/Missing or may have been Stolen. We’re very sorry to hear this has happened, we’ll escalate this to our Shipping Department. Please rest assured that we will resolve this by filing a Lost/Stolen Order Claim so that we can get your order either replaced or issue a refund.
1. Open the link and provide your email address.
2. Shortly after, please check your email for the form and complete details.
3. Please complete and download the form and reply so that a refund can be processed.
4. Save the completed form and reply as attachment so we can process the Lost Claim.
https://app.hellosign.com/s/CJQCv2QF
Sincerely,
< name >
ITEM NOT RECEIVED - CANCELLED AND REFUNDED
Dear <Name>,
Thank you for contacting us and please accept our apologies for the issues and concerns with your order. I've looked into your order history and our records do indicate that this order was cancelled on < insert date order refunded >.
We do apologize that you did not receive the notification of the cancelled order. However this was immediately cancelled as we ran out of stock prior shortly after this was confirmed. Our systems are automated and transmitted the cancel notice and refund to Amazon. Apologies that this was not received or occurred, I have attached the details of the cancelled order and refund in full, this would've posted on your original payment method within 3-5 business days or per your financial institution's processing periods.
Sincerely,
< name >
**** Attn CS Agent: ATTACH SCREENSHOT OF ORDER CONFIRMATION VIA AMAZON SC ****
PHOTOS NEEDED FOR DAMAGE REPORTED -
