Customer Ask Order Information
This is the page where you will have all the templates from the group "Customer Ask Order Information"
Need the order information
If you do not have their order number or their tracking number (you need to be able to fetch what are their order just from either of these information), then you should use this template
/detail-orderEven if you have their order info on the side panel, please if they have not provided it, ask for their order number, this act like a confirmation
And if you do not have the right information or the information provided is not sufficient, please use
/details-order-not-sufficientReply to the order according to where it is
For this, you need to use the right template according to where they order is in the journey. Use the order information to get the tracking number, to then check where the order is using this websites
If Yuntrack (tracking starting with YT...): https://www.yuntrack.com/parcelTracking
Else use: https://parcelsapp.com/en/tracking
If their order has just been placed / is not fulfilled yet, use this template
If they send a reply to the first template, and the order is still in the same place, use this
If the customer continues to send the same inquiry after the first two emails, and the order is still not fulfilled, use this template.
Register their order in the Order Issues with the tag: (Problem: Urgent Ship) (Action: Urgent Ship)
If their order is "fulfilled", and the tracking is still at the start, then use this
If they send a reply to the first template, and the order is still in the same place, use this
If the order has been fulfilled, and the tracking is moving and is in the early days (1 day), then use this
If they ask again and we are at day 2-7, use this
If they ask again and we are at day 8-14, use this
And in rare case, if we are at day +15, there is 2 templates you can use depending on if they paid for the shipping or not
If they paid for shipping, then use this
Register their order in the Order Issues with the tag: (Problem: +14d Shipping Paid) (Action: Refund Shipping)
If they didn't pay for shipping, then use this
Register their order in the Order Issues with the tag: (Problem: +14d Shipping Free) (Action: Refund -10%)
If any abnormal situation with shipment
The previous templates were used when an order is following its normal path, but sometimes things don’t go as smoothly as we’d like. Below is a list of templates you may need to use if there’s an abnormal situation with the shipment.
If the order is returning to the sender, send this, then wait for the reply
If they missed the delivery, then use this
Register their order in the Order Issues with the tag: (Problem: Missed Delivery) (Action: Reship)
If they intentionally did this or want to return the item, then use this
Register their order in the Order Issues with the tag: (Problem: Returned Order) (Action: Refund -100%)
If the order is marked as lost, use this
Register their order in the Order Issues with the tag: (Problem: Order Lost) (Action: Reship)
If the order is marked as destroyed, use this
Register their order in the Order Issues with the tag: (Problem: Order Destroyed) (Action: Reship)
If the order is marked as delivered, use this
And if we used the template "/delivered-order", but they claim they have not received their order, then use this
If you do not have these 2 as reply of the email, ask them again and make it clear that without this we cannot do anything to their order. Until then, do not escalate or continue the process.
And if we used the template "/delivered-order-email-2", and only once they send the relevant document we need, then use this
Register their order in the Order Issues with the tag: (Problem: Customer Claim No Delivered) (Action: Check Tracking)
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