SEVERE WEATHER DELAY OR HOLIDAY DELAY GUIDANCE & TEMPLATE
- If the customer paid expedite delivery, please refund all shipping costs and request partial refund credit from CS Leadership.
- If the order has been damaged or appears lost please file lost/damage claim and following steps.
1. Update the CRM status icon to <Lost Order> and create a Lost RMA
2. Setup return via Autoplicity.com <check my order> enter ORD# & ZIP
3. Update the CRM status to <RMA issued>, <Pending Refund>, <Lost or Delivery Not Found>
4. Reassign the Ticket to either the Lost or Damage Group in FD, please remember to leave the status as <OPEN> so the next team will work the new task.
5. Please reassign any related tickets to the ORD to Lost or Damage Group particularly when you've also alerted and sought assistance with our vendor partners so they can correspond with vendors and carrier partners.
SEVERE WEATHER DELAY
Dear <name> ,
Thank you for contacting us and please accept our apologies for any issues that are impacting your order.
We understand and share your concerns with your order. We and our partners strive to ensure your order is delivered in a timely manner as most of our orders ship within 1-2 days. We apologize for any unexpected delays as there are severe national weather warnings that may impact certain regions and cause logistical challenges that may arise. We have been advised per our carrier partners to expect likely delays for areas that are directly impacted by the recent national disaster and are keeping a pulse on national weather service alerts. Rest assured that we and our partners are working hard to ensure that your order will arrive however due to severe and adverse weather we must advise that some orders may take an additional 1-3 days shipment.
For your convenience here is a link to your order tracking:
< insert carrier tracking url from carrier site>
Please do not hesitate to contact us as we're at your service, thank you again.
Sincerely,
<name>
CARRIER DELAYS - shipment is still in transit, no issues or delivery exceptions, please provide tracking.
Hello,
Thank you for contacting us and please accept our apologies for any issues that are impacting your order.
We understand and share your concerns with your order not having arrived and we confirmed the order is in transit with the carrier. We and our partners strive to ensure your order is delivered in a timely manner as most of our orders ship within 1-2 days. We apologize for any unexpected delays that may impact certain regions and cause logistical challenges that may arise. We have been advised per our carrier partners to expect likely delays for areas that are directly impacted by unexpected carrier delays and are keeping a pulse on national weather service alerts.
Rest assured that we and our partners are working hard to ensure that your order will arrive however due adverse winter weather we must advise that some orders may take an additional 1-3 days shipment. We apologize as we cannot cancel/modify orders currently in transit, we also understand that some items are time-sensitive and if this won't arrive in time for your needs, we'll be happy to provide you with our free seller-return labels to send this back to us for a full refund. PLEASE REPLY back for further assistance, our team is standing-by and will be happy to help!
For your convenience here is a link to your order tracking:
< insert tracking link to carrier website >
Sincerely,
< name >
NATIONAL HOLIDAY DELAYS - orders received after business hours or on a holiday would be processed for next business day which could cause 1-2 day delay.
Dear <name>,
This is a courtesy update as your order was placed during a national holiday which could cause a minor 1-2 day delay as our offices were closed in observance of the < INSERT HOLIDAY > and apologize for any unexpected issues that may have impacted your order.
We do our best to ship our orders often time within the same-day if received before 2pm CST. However we are a separate and independent seller partner of Amazon and keep our own operational hours, we do our best to adhere to Amazon shipping estimates however your order was placed and received after operations or during closure in observance of the holiday which would be processed for shipment the following business day. We are working with our delivery and manufacturer partners to ensure that our orders arrive and are happy to assist with any further issues that may impact orders. We sincerely apologize however we must advise that several of our partners and carriers may be closed in observance of the recent holiday. While this may not necessarily impact all orders we must advise there could be 1-2 day service delays with our carriers.
ESTIMATED SHIPPING DATE - < Insert DAY + MM/DD/YYY >
For your convenience here is your tracking link:
< insert carrier tracking url from carrier site>
Please don't hesitate to contact us and reply as we're at your service, thank you again.
Sincerely,
<name>