When a customer contacts us regarding a lost package or a package marked as delivered but lost, follow these steps to assist them:. Step 1: Locate Tracking Details. Locate the tracking information on the Sales Order Page in Netsuite. Scroll down to t

When a customer contacts us regarding a lost package or a package marked as delivered but lost, follow these steps to assist them:Step 1: Locate Tracking DetailsLocate the tracking information on the Sales Order Page in Netsuite. Scroll down to the Shipping Sublist option and find the Tracking Details. &#xA0;<img width="540" src="https://attachments.gorgias.help/P4k1n6jk9Do2reOX/hc/984vj29X436PKGOZ/2024061606-77ef8f96-3eb8-43e6-a183-9bfa8d6d0cfe-6bf62bd5-4bba-400a-b1ef-e3cde9e66b0d.png" alt="A screenshot of a computer

Description automatically generated" class="fr-fic fr-dii">Step 2: Track PackageTrack the package on the carrier&#x2019;s website, Europaket+ website, or use a global parcel tracker as needed.Step 3: Review Proof of Delivery<ul type="disc"><li>FedEx and DPD: Follow the steps in the [LINK ARTICLE] article. Use Google Maps to verify if the proof of delivery image matches the customer&#x2019;s delivery address.</li><li>Europaket+ and Other Carriers: UPS, USPS, DHL, Royal Mail, Australian Post, and others used by Europaket+ do not show proof of delivery.</li></ul>Note: If the package was returned to us for replacement or refund (RMA), locate the tracking number in the email where we sent the shipping label to the customer (International) or on the FedEx fulfillment website (US only).Things to Consider<ul type="disc"><li>Verify where the package was delivered.</li><li>Confirm if the delivery address was correct; review the order and customer history for any errors.</li><li>Deny requests if the package was delivered to an incorrect location due to a customer error (e.g., incorrect address provided).</li><li>Check if the package was shipped and delivered. Sometimes carriers mark packages as delivered but they are still in transit, especially during peak seasons or severe weather conditions.</li><li>For DPD orders, claims must be initiated within 14 days of dispatch.</li><li>Determine if the entire package or just components are missing.</li></ul>CARC Investigation<ul type="disc"><li>If the warehouse confirms the carrier has no physical possession of the package(s), initiate a CARC investigation with DCL post shipment department.</li></ul>Step 4: Identify the ScenarioIdentify the appropriate scenario based on the customer&apos;s situation. Scenarios can be found by clicking here.Step 5: Notify the Customer<ul type="disc"><li>Provide tracking details and recommend additional steps like checking with neighbors or central mail areas.</li><li>Educate the customer on the claim filing process and expected timelines for resolution.</li><li>Modify templates as per specific scenarios to avoid misunderstandings.</li></ul>Step 6: File a ClaimFollow the [ENTER ARTICLE HERE] to file claims depending on the carrier and shipment region.Step 7: ResolutionBased on the reviewed scenarios, proceed with a replacement or refund according to the customer&#x2019;s preference or deny the request if applicable. Refer to relevant articles for detailed instructions on creating sales orders and processing credit memos and refunds.&#xA0;

Lost/Stolen Package Assistance Procedure

Definitions:<ul type="disc"><li>APO: Army Post Office - Military mail delivery service provided by the United States Postal Service (USPS) for sending mail to U.S. military personnel stationed overseas.</li><li>FPO: Fleet Post Office - Military mail delivery service provided by the USPS for sending mail to U.S. Navy and Marine Corps personnel stationed overseas.</li></ul>&#xA0;<ol><li>Check the Shipment&apos;s Ship Date:</li></ol><ol start="1" type="1"><ul type="disc"><li>Access the system and locate the relevant shipment details using the provided tracking number or order number.</li><li>Verify the ship date of the customer&apos;s shipment.</li></ul></ol>&#xA0;<ol><li>Determine the Transit Time:</li></ol><ol start="2" type="1"><ul type="disc"><li>If the tracking shows that the shipment is within the 28 business day timeframe, inform the customer about the extended transit time required for deliveries to APO/FPO addresses.</li></ul><li> <ul type="disc"><li>Emphasize that shipments to military addresses may take up to 28 business days for delivery due to logistical constraints.</li></ul></li></ol>&#xA0;<ol><li>Escalate the Delayed Shipment:</li></ol><ol start="3" type="1"><ul type="disc"><li>If the tracking information indicates that the shipment has surpassed the 28th business day, submit a claim request to DCL.</li></ul></ol><ol><li>Offer Alternative Address and Reshipment:</li></ol><ol start="4" type="1"><ul type="disc"><li>Inquire with the customer if they have an alternative address (if available) where the shipment can be resent.</li><li>If an alternative address is provided, update the shipping information, and process a reshipment promptly.</li><li>If an alternative address is not available, update the shipping information, and process a reshipment promptly.</li></ul></ol>&#xA0;&#xA0;

APO/FPO- Delayed Shipment

This guide will help you manage cases where customers report missing items from their orders. Step 1: Review Shipment Information. First, determine whether the missing goods are components or line items:. Missing Goods: Components. Missing Goods: Lin

This guide will help you manage cases where customers report missing items from their orders.Step 1: Review Shipment InformationFirst, determine whether the missing goods are components or line items:Missing Goods: Components<ol start="1" type="1"><li>Request photos of what the customer received (refer to Step 2 for details).</li><li>Notify the warehouse about the received package (refer to Step 3 for details).</li><li>Document the package&apos;s condition in your case notes.</li><li>Replace the missing component (no need to file a lost package claim unless there are signs of possible abuse).<ul type="circle"><li>If the specific component is unavailable, inform the customer they must return the entire package for a replacement.</li><li>Alternatively, if the customer prefers a refund, follow the &#x201C;Order Support: Dissatisfaction Return Request&#x201D; article.</li></ul></li></ol>Missing Goods: Line Items<ol start="1" type="1"><li>Check the order summary to confirm if the missing item was supposed to be shipped together or separately.</li><li>Navigate to the Order Summary and check the &#x201C;Shipments&#x201D; section for the tracking number.</li><li>Click on the shipment number to review details like FO#, customer&#x2019;s address, warehouse location, and recipient name.</li><li>Visit the FO page and review the &#x201C;Related&#x201D; tab under &#x201C;Fulfillment Order Products&#x201D; to verify items sent.</li><li>If multiple items were shipped, click &#x201C;View All&#x201D; to compare with the order summary.</li></ol>Step 2: Request Evidence from Customer<ul><li>Ask the customer about the package&#x2019;s condition:</li></ul><ol start="8" type="1"><ol type="circle"><li>Check for signs of damage or tampering on the package.</li><li>Request proof of what was delivered, such as photos (required by carriers for claims).</li></ol></ol>Step 3: Initiate Investigation<ul><li>File a claim and contact the warehouse or carrier:<ol><li>For FedEx claims (US and CA), initiate using specific quick text (details in relevant articles).</li><li>Contact SEKO (US), Paragon Bay (CA), DCL (US), Moduslink Venray (EU), JCS (UK), or Moduslink Australia/New Zealand as per shipment origin.</li></ol></li></ul>Step 4: Resolution<ul><li>If the claim is approved by the carrier, proceed with sending the missing item. P. If the claim is denied and the warehouse confirms full shipment to carrier, investigate further (CARC process).<ol><li>Only proceed with reshipment if warehouse confirms non-delivery to carrier.</li></ol></li></ul>Approval Process<ul><li>If resolution delays or denies refund/reshipment, request approval as a one-time courtesy:<ol><li>Review customer and order history for context.</li><li>Evaluate interaction history for recurring issues or customer service concerns.</li></ol></li></ul>&#xA0;

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