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!!ALWAYS 'ADD TRANSACTION' FIRST IF YOU WILL PROCESS A REPLACEMENT AND REFUND!!
- Case Resolution: Process a claim credit (refund) Process a claim replacement(replace)
LOST PACKAGE
I apologize that you still have not received your order. Let me check what might have happened here so we can sort this for you.
(if the order has been delivered and eligible, it has already passed 2 business days)
Return =Refund; Exchange =Replacement Claim Reason: CCC LP (Lost Package) Return Claim Condition: CCC LP Delivered not receive CCC LP (Lost Package) Exchange
(if CX is not yet eligible become emotional, file early claim) Claim Reason: CCC LP (Lost Package) Return Claim Condition: CCC LP Shipping Appeasement CCC LP (Lost Package) Exchange
(if tracking shows 'IN-TRANSIT'(shipped) and order has no updates a week after being scanned/2 business days after it's PDD, file a claim) Claim Reason: CCC LP (Lost Package) Return Claim Condition: CCC LP: In Transit Not received CCC LP (Lost Package) Exchange
VOC: Lost Package; Process a replacement/refund
SHORT SHIP
I apologize that some of your item/s is missing. Let me check what might have happened here so we can sort this for you.
(if the item was missing, file a claim) Claim Reason: CCC SS (Short Ship) Return Claim Condition: CCC SS Short Ship CCC SS (Short Ship) Exchange VOC: Missing item - item no.; process a replacement/refund
WRONG ITEM
I apologize that you have received a wrong (item/package) in your order. Rest assured that I will do my best to assist you with your concern.
(if wrong item, damage clothes need to return)
Claim Reason: CCC RL (Return Lost) Return Claim Condition: CCC RL: Damage/defective/wrong
CCC RL (Return Lost) Exchange merchandise
VOC: Wrong item - item no.; process a replacement/refund
DAMAGE ITEM - BEAUTY
I apologize that you receive a damage item to your order. This is not the experience we want for you, I'll be more than happy to check the availability of the item and help you with replacement.
(if Beauty product no need to return) Claim Reason: CCC RL (Return Lost) Return Claim Condition: CCC RL: Beauty item damage/appeasement CCC RL (Return Lost) Exchange
VOC: Damage item - item no.; process a replacement/refund VOC: Damage after used- item no.; process a replacement/refund VOC: Damage upon received - item no.; Process a replacement/refund
EMPTY PACKAGE
I apologize that you have received an empty package in your order. Rest assured that I will do my best to assist you with your concern.
(Make sure to check the tracking or proof of delivery, as well as the cx order timeline. before processing a claim. Leave VOC comment that the entire package was empty)
Claim Reason: CCC LP (Lost Package) Return Claim Condition: CCC LP: DC Carrier Error CCC LP (Lost Package) Exchange
VOC: Entire Package was empty; Process a replacement/refund
WRONG ADDRESS
I understand that your package is going to the wrong address. Rest assured that I will do my best to assist you with your concern.
(Edit the address before clicking proceed to payment) Claim Reason: CCC LP (Lost Package) Return Claim Condition: CCC LP: Wrong Address CCC LP (Lost Package) Exchange VOC: Incorrect Address; process a replacement/refund
Wrong address: Fulfilled Send new package to correct address
!!Wrong address appeasement - perc off 100%; para 0 yung order. Offer to place a new order.!
INTRANSIT/WITH PDD
I apologize and really wish that your package had arrived by the expected delivery date. I see from the tracking information that it is in transit to you. It was scanned today. Congestion and the carrier network may result in a one to three day delay for packages.
Since it's on its way, my best advice is to allow an additional day as long as the package is still moving. That will get it to you faster than I could have a replacement package delivered. We really appreciate your kind understanding and patience towards this."
DELIVERED/WITHIN 2 BUSINESS DAYS TIME FRAME
I apologize and really wish you had your package. Even though it shows delivered, it could still arrive later today. We ask our customers to wait two full business days because we have found that in most of these cases, the original package arrives within the next business day or two and that's faster than I could have a replacement package delivered.
If it doesn't arrive by the end of the day tomorrow, please reach us back on XX, and we will be happy to send a replacement package to you or process a refund. We really appreciate your kind patience and understanding towards this.
VOC: Scanned as delivered wait until 11/28/24.
UNDELIVERABLE ESW
I am unable to see exactly why the carrier had to return to us, I do apologize. It could have been damaged in transit or even the shipping label was torn. On our end, we can only see it was undeliverable, I apologize.
NOTE!!!! CHECK 'KA' ABOUT TRACKING!! kapag di na gumalaw after 5days pwede na iclaim kung refund or replacement.