Boatplicity Support

To help customer service agents handle escalation requests during live inbound calls, ensuring customers feel heard while following proper escalation proced...

(Covers Pending Shipment, Unshipped, and Partially Shipped Orders) 1. Overview A Unfulfilled Order refers to any order that fails to ship on time or sh...

This document outlines the standard procedure for handling customer return requests from initiation through follow-up. Step 1: Customer Initiates Return ...

General Return Policy Return requests must be submitted within 30 days of the product's delivery or receipt. All returned items must be new, unu...

All vendor-denied returns must be assigned to Kori. Procedure: Request Item Photos Ask the vendor to provide clear photos showing the item’s current...

(Internal Process + Customer-Facing Templates) 1. OVERVIEW This policy applies to: Freight / LTL (Less Than Truckload) shipments Oversized or heav...

Step 1: Determine the Type of Damage When a customer reports a damaged item, determine whether the damage occurred during transit or if the item was shippe...

Before escalating a lost order case to the Lost Team, frontline should confirm: Order details Tracking information Carrier status Shipping insur...