Handling Missing Goods CasesUpdated a year ago

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

1. Request photos of what the customer received (refer to Step 2 for details).
2. Notify the warehouse about the received package (refer to Step 3 for details).
3. Document the package's condition in your case notes.
4. Replace the missing component (no need to file a lost package claim unless there are signs of possible abuse).
   • If the specific component is unavailable, inform the customer they must return the entire package for a replacement.
   • Alternatively, if the customer prefers a refund, follow the “Order Support: Dissatisfaction Return Request” article.

Missing Goods: Line Items

1. Check the order summary to confirm if the missing item was supposed to be shipped together or separately.
2. Navigate to the Order Summary and check the “Shipments” section for the tracking number.
3. Click on the shipment number to review details like FO#, customer’s address, warehouse location, and recipient name.
4. Visit the FO page and review the “Related” tab under “Fulfillment Order Products” to verify items sent.
5. If multiple items were shipped, click “View All” to compare with the order summary.

Step 2: Request Evidence from Customer

• Ask the customer about the package’s condition:

1. Check for signs of damage or tampering on the package.
2. Request proof of what was delivered, such as photos (required by carriers for claims).

Step 3: Initiate Investigation

• File a claim and contact the warehouse or carrier:
  1. For FedEx claims (US and CA), initiate using specific quick text (details in relevant articles).
  2. Contact SEKO (US), Paragon Bay (CA), DCL (US), Moduslink Venray (EU), JCS (UK), or Moduslink Australia/New Zealand as per shipment origin.

Step 4: Resolution

• 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).
  1. Only proceed with reshipment if warehouse confirms non-delivery to carrier.

Approval Process

• If resolution delays or denies refund/reshipment, request approval as a one-time courtesy:
  1. Review customer and order history for context.
  2. Evaluate interaction history for recurring issues or customer service concerns.