DELIVERY EXCEPTIONS - The purpose of this task is to check multiple systematic reports to spot for shipping discrepancies and once confirmed, quickly ensure that we can work with internal and external partners to ensure that we can resolve and recover any delayed, damaged or lost shipments by spotting delivery exceptions (failure to complete shipments: whether the order never shipped, scanned with no further movement, damaged goods, lost shipments, and unshipped missing tracking). Delivery delays and fulfillment delays will be reviewed and once identified the Delivery Exceptions team will contact vendor partners, internal team (Lost & Damage), carriers to quickly ensure that shipments can be returned to sender if delayed/damaged/no movement, cancelled backorder (any order exceeding 2 weeks is considered overdue and likely backordered), and orders which we've identified as due to fail. We will ensure that related tasks are processed to secure order exceptions with partners and most importantly we will proactively communicate any service level failures to the customer and resolve the issue by ensuring we refund orders which have been identified as failed, which we refer to as Delivery Exceptions to the desired "Delivered" status.
We will also need to work with internal and external partners to seek assistance in recovery of goods, cancellation of delayed/unfulfilled orders, and carrier partners and vendors for lost/damage claims submissions for related sub-tasks.
Ultimately we must ensure that failed delivery exceptions are resolved for the customer and we work quickly to communicate the failure and refund the customer.
We will ensure that the Customer has been notified and that we work quickly in CRM and SC ( Amazon Seller Central) to process and communicate any service action resolutions on orders that are confirmed Delivery Exceptions. In order to process any further actions within CRM and SC, Agents will be required to ensure that a proper CRM setup is entered to ensure smooth processing of Next Step Actions, re-assignment of tickets may be required particularly when the next action requires another team/member to execute the action needed to resolve (Lost & Damage Claims follow-up).
TYPES OF REPORTS - Delayed Shipments, Rerouted Shipments, Shipped Not Delivered 7Days+, Return Request, Cancelled Shipments, etc. Multiple Systematic Reports in FreshDesk will be worked.
Agents will ensure that issues are documented properly in the FreshDesk Ticket and copying the order exceptions into the CRM to reflect the issue impacting and our actions for each order. While these can vary, we will follow the same steps to verify the order status, order date, ship date, tracking and use tools such as CRM, Amazon Seller Central, Autoplicity.com - Check My Order, and Messenger to ensure that we work to recover/resolve and communicate important updates for the customer.
1. Quality Assurance Review of Orders: checking each order history in CRM, Seller Central, and Carrier Tracking to spot for possible delivery exceptions. We will also check for orders that appear to be delayed (no tracking update or ESD) exceeding 1 week for fulfillment date as all Amazon Marketplace orders must ship within 48 hours of submission, any delays or not update may need to be cancelled.
Confirmed Delivery Exceptions - Tracking notes will indicate a delivery exception such as (Delayed/Lost/Unable to Complete, RTS).
Orders in CRM no tracking, no ESD update, older than 1 week -
Orders that have shipped with no movement, stuck in transit, lost, damaged or RTS (return to sender) will require recovery actions such as claim filings with vendor/carrier and credit memo requests, refunding the customer and sending proactive messages about the Delivery Exception and our effort to resolve before the customer complains or worse, submitting an A-to-Z Claim against us.
2. Confirmation and Ensuring the Order is setup to process resolution in CRM - Lost/Damage/RTV Processing in CRM. In order for AP to take actions such as issuing refunds, returns, cancellations, lost/damage claim, return to sender requests, etc. a "Return Stamp" is needed by going to Autoplicity.com website and "CHECK MY ORDER" to submit a return/cancelation
3. Communication to Internal & External Partners - We will need to contact the vendor for orders which are pending fulfillment to (cancel if no tracking after 1 week pending fulfillment), file lost/damage claims if the order shipped on their shipping account, credit memo requests, contacting the carrier to request (RTV/RTS - return to vendor or sender). We may also need to contact and reassign the ticket for next steps if delivery exceptions occurred and the tracking shows this shipped on our account (FedEx Third Party) for lost/damage claims and escalations to contact the carrier to request an RTS/RTV ourselves.
4. Documentation of Delivery Exception & Updating the CRM - to ensure the correct status icons are updated, pending cancellation, pending RTV status, pending refund status, ensuring that an RMA issued is marked in the CRM to ensure that the next steps and actions are properly taken by Agent or Team responsible for Next Step.
5. Communication & Resolution Notification to the Customer - Once we've taken all the steps to resolve the discrepancy we will need to send a proactive message to the customer via (Seller Central Messenger) to update the customer of the order delivery exception and our actions taken to resolve this. In most cases we will set orders to refund pending so that we can refund the customer.
Below is the WORKFLOW CHART and the resources you will need to properly verify order QA and actions.
FreshDesk Ticket - CRM Order Review - Amazon Seller Central (ORD Confirmation, Returns, Messenger) - Carrier Tracking - Autoplicity.com (Check My Order) - Amazon Messenger for outbound Cx communications - Gyazo/Image Capturing Tool which must be in PNG format
STEP 1 - REVIEWING THE REPORT
Shipped Not Delivered 7Days+
STEP 2 - WORKING THE FD TICKET & NOTING ORDER REVIEW DETAILS
All tickets must be noted before closed to show proof of work and for related notes needed as you will copy the findings/notes in FD into CRM and copy the same notes in submission of Return Stamp in (Check My Order) Autoplicity.com and format your notes as follows. If the order appears delivered and no issues determined you will simply note the order in CRM. However if a delivery exception is discovered we will take next steps.
ORDER# - TRACKING# - Note on Issues Impacting Order - Resolution/Next Steps
Example: ORD# 112233 - Tracking# 1234567891011 - Order Date 7/1/2023 shows delivered to Front Door, checking the order and ship dates, we see this was delayed but delivered to Cx. - No further action.
Example: ORD# 223344 - Tracking# 1234567891011 - Shipped on 7/1/2023 no further movement since 7/19/2023 this shipped on our account - Will submit Lost RMA in CRM and escalating ticket to Lost for claim filing and setting to refund pending.
Example: ORD# 334455 - Tracking# 1234567891011 - Delivery Exception Damaged and marked RTS by carrier - Sent notification to Vendor that this was damaged and item is on its way back - Will submit RMA and request CM from vendor and set order to refund pending.
COPYING NOTES INTO CRM - since this also is a confirmed delivery exception we will use the same notes from FD to copy in CRM and as return reason via Autoplicity.com CHECK MY ORDER as the notes for the reason we are setting this up for a Return Stamp. We generally refer to any Check My Order submission as a Return Stamp regardless of what the actual issue is since the CRM will note the update as "Return ##### has been created" which is needed for any next step such as refunds, cancellations, lost/damage, return to sender actions. All Delivery Exception RMA will need to be marked as "Lost RMA" in CRM. Orders that are Pending Fulfillment with no tracking or ESD update will be handled as a Cancellation RMA (more on this later).
COPY INTO CRM
COPY INTO Autoplicity.com CHECK MY ORDER - Remember you must enter the Order# and Zip Code in order to submit a "Return Stamp" using the same notes as the reason for the return. This will generate in CRM as the reason for the return in order to allow us to submit an RMA and ALL Next Steps.
Autoplicity.com - CHECK MY ORDER
SELECT RETURN ITEMS
SELECT UNITS TO RETURN, ALL EXCEPTIONS ARE "TOOK TOO LONG TO SHIP", COPY NOTES FROM FD
A RETURN STAMP HAS BEEN CREATED IN CRM
UPDATING CRM STATUS ICON BADGES - This step is MANDATORY as it will trigger the system to allow us to take next steps and ensure the order is properly worked for internal and external partner, system alerts, and refunding of order.
UPDATE CRM STATUS, RMA SUBMISSION, (NEXT STEP PROCESSING): Refund Pending Status/Cancel Pending Status/Return to Vendor Credit Pending Status) - Since this order is stuck in transit, we will try to have this RTV and proof is required - utilize Gyazo or Image File Capture tool to save for proof. However if unable to retrieve the Lost/Damage Team will be responsible for submitting a claim with the carrier for credit on an order carrier lost.
PROOF NEEDED FOR RMA - You can use the tracking which shows the exception or an email to the vendor as proof - an RMA IS REQUIRED - For lost/damage/delayed or no movement we treat as Lost since a claim is likely needed to recover the lost shipment. If this shipped on the vendor's shipping account we will need to contact the vendor via FD ticket/email then reassign the vendor FD ticket to the Next Team (Lost/Damage/Cancellation)
RMA ISSUED/REFUND PENDING - For all confirmed Delivery Exceptions we will be setting these orders to Refund Pending so that the next step can be taken and the order will be refunded. The Lost/Damage Team will be responsible for vendor/carrier follow-up for claims and credit memo requests. The Amazon Cancellation Team will be responsible for the vendor reply and confirmation the order has been cancelled. However you will set it to refund pending and reassign all next step tickets to the next team that manages various tasks such as "Cancellations, Lost/Damage, Returns, etc".
PROOF REQUIRED: You must include proof in many cases and can use either the tracking that confirms the exception or in cases where a vendor confirms a cancellation/rtv credit upon return, etc.
CREATING RMA - OPEN ORDER ALLOCATION
WHETHER THE ORDER IS LOST/DAMAGED - you will always submit RMA as Lost and will need to assign responsibility on depending on Autoplicity/Carrier/Vendor Lost Responsibility. Verifying the Shipper Terms to determine which party is at fault (Autoplicity/Carrier if shipped on our shipping account FEDEX THIRD PARTY). However if the order shipped on the vendor's account the shipping terms will say SHIPPER then the Vendor is responsible for the Lost Insurance Claim needed.
The tracking shows the shipper term as THIRD PARTY therefore Autoplicity is responsible and a claim will be filed with our Lost/Damage Team with our carrier. We will always notify the vendor and seek their assistance to contact the carrier and have this RTV (returned to vendor). However the ultimate responsibility on the claim will be ours since this shipped on our account. Some vendors will reply back to advise that we may need to do this ourselves, however some are happy to help and since they are the origin location they may also need to arrange the RTV with the carrier. Otherwise if the vendor refuses the Lost/Damage Team can assist.
RMA ISSUED ICON & REFUND PENDING - you will need proof when Refund Pending is selected: you can use the tracking or email to the vendor/lost & damage team for this example I used the same tracking proof used for the RTV pending credit.
ALWAYS SAVE AND PROCESS ACTIONS IN CRM - If the above ICON STATUS and PENDING ACTION is not saved and confirmed, then this will result in failure and no action would be processed. ALWAYS SAVE AND REFRESH CRM. Reminder CRM is prone to crashes, so always save your work per each order and do not forget to confirm your actions.
CRM ACTIONS COMPLETED - Order Status Icon Updated, RMA Created, Refund Pending Action these must be updated before you contact the customer via Amazon Messenger. The Team responsible for processing a refund will be able to refund now that it has been set to Refund Pending. The Lost/Damage Team will be responsible for following-up on claims w/carrier and follow-up on CM requests. By Selecting RTV Pending Credit Status this will also alert our Accounting Team to look for credit memos so we can be reimbursed by the vendor for Delivery Exceptions that occurred on their account.
CUSTOMER RESOLUTION OUTREACH - Once we've taken all the recovery steps on the Delivery Exception we will then contact the customer to advise them that we will be refunding them due to the failed shipment. This must be done in Seller Central as many of the orders will have NO Contact from the Cx. Amazon does not provide us email addresses either so you must contact via Amazon. Since we have NO contact, you must go to the Amazon ORDER REVIEW PAGE and go to Contact Buyer
AMAZON MARKETPLACE TEMPLATES - You will find relevant templates in FD these can be found in the section for REFUNDED ORDERS or DELIVERY EXCEPTIONS copy and paste template in Contact Buyer
AMAZON GUIDELINES & TEMPLATES RESOURCE BELOW:
https://support.autoplicity.com/a/solutions/categories/61228/folders/3000020586?portalId=29363
CONTACT BUYER - Amazon will block/opaque options of contact unavailable, however if you see the OTHER option available when reaching out, always use this as this option also allows us to include attachments if needed. However with order exceptions we will not need any attachments however this option is the most ideal if available. Otherwise please select "Notify of a problem with shipping your order". Copy template and fill in the necessary < fields > as prompted. For the tracking link ALWAYS copy the Carrier URL directly.
CONTACT VENDOR TO ALERT DELIVERY FAILURE & ASSISTANCE NEEDED - You will create a new email to the vendor to seek assistance. Again some may help us while others may advise that we will need to file a claim. You are responsible for getting the process started however follow-up for RTV, Credit Memo Requests, Cancellation Requests will be reassigned to the respective team for the follow-up Action. When creating the ticket you can select the appropriate GROUP and send.
LOST/DAMAGE/RTV related tickets - assigned to Lost/Stolen Items FD Group, Damage FD Group
CANCELLATION REQUESTS ON OPEN/DELAYED ORDERS - assign to Amazon Cancel Requests
AUTOPLICITY WEB ORDERS/EBAY REQUESTS - assign ticket to Support Inbox FD GROUP
SUBJECT - Autoplicity PO###### - Alert of Issue and requested assistance/action
PRIORITY - High
STATUS - OPEN (never set to any other action as OPEN will alert the next team member that this action is new)
TYPE - Misc. Order Issues
MESSAGE: Include PO#, ISSUE: Delivery Exception with brief explanation of what happened and what we need.
TRACKING: Always include tracking URL link for the vendor to check the carrier link for expediency
REASSIGN THE OUTBOUND TICKET TO THE CORRECT FD GROUP
INTERNAL NOTES - Include the Order# from CRM and the Delivery Exception FD ticket URL for quick search in FD (this is helpful when you/others need to look for related tickets).
SEND - Once you completed the email hit send and the FD system will automatically assign the FD ticket to Agents in each respective GROUP.
DELIVERY EXCEPTION COMPLETED -
1) You've successfully set the CRM ORDER UP for Refund Pending, Lost Status, and created an RMA in CRM.
2) You've updated the Cx to alert them of the problem proactive message in Seller Central.
3) You've escalated the NEXT STEP to the correct group and should CLOSE the Delivery Exception Ticket. FD will reassign the ticket to the correct group who will then look for the update/response and take the correct actions.
ADDTL INSTRUCTIONS FOR WEB-BASED ORDERS:
AUTOPLICITY WEB ORDERS - IMPORTANT - Please check the DATE of the Delivery Exception. If the delivery exception occurred the SAME DAY: we will NOT set to refund pending however please follow the steps as above in which we will need to begin the process as outlined above. However you will need to reach out to the vendor to report the delivery exception and request assistance with an RTV request. Once the vendor has been notified you will reassign your outbound email request to the vendor to the Lost Team. Status: OPEN. GROUP: Lost Orders, the same steps as above. However we will not set to refund as this will need to be escalated and processed by the Lost Team.
UPDATE THE CRM STATUS - Lost/Not Delivered Status Icon Needed, Lost RMA processed in CRM
STEP 1 - CONTACT THE VENDOR FOR RTV & ASSISTANCE
Once you've sent the vendor the template below, please reassign the ticket to the Lost/Damage Group in Fresh Desk.
The Lost or Damage Teams will then be responsible for any follow-up with the vendor or carrier as needed. They will be setting the order to refund pending after the order has been submitted for a claim filing with the carrier.
Template email RMA/RTV REQUEST TO VENDOR
Hello Vendor Partner,
We have received a request to please cancel this order and it may be too late however we urgently need your assistance as you are the Shipper of Origin with the following in the likeliness that it has shipped.
1. Intercept package with carrier and have this RETURNED TO SENDER
2. Please an RMA number in the likeliness that we will have this returned once delivered.
3. We will accept any applicable additional fees or invoice adjustments, please advise the cost/fee for our records.
<INSERT TRACKING LINK FROM CARRIER WEBSITE>
Thank you,
<name>
STEP 2 - UPDATE EMAIL TO CUSTOMER
Once you have contacted the vendor to seek assistance with an RTV, you will then send an email to the customer and reassign the ticket to the Support Inbox Group in Fresh Desk. The Support Agents are responsible for correspondence with the customer. REASSIGN TICKET - SUPPORT INBOX - OPEN STATUS
Hello <name>,
Tracking Link here : < Insert Tracking URL from carrier site >
Thank you,
< name >