• Customer Calls in
• Greeting
  • “Thank you for calling Morphe. My name is ______. How may I help you?”
• Acknowledgement statement, “I’ll be happy to...”
• Apologise the order has not been received
• Ask for order number or full name
• Verify 3 pieces of information
  • Name
  • Billing address
  • Email address
  • Shipping address
  • Phone number
• Check SHOPIFY to verify order and items
• Review customer’s order history
  • IF the customer has a negative order history- Escalate the ticket with no reply.
  • IF the order was delivered within 24 hrs of customer contact. 
    • Please use “US – Delivered not Received” template to respond.
    • Reassign the ticket to Escalations and add a private note to request a tracer to be filed.  Leave agent unassigned.
    • Escalations team will submit a tracer and reassign back to US group under “Pending Status” so that we can follow up with the customer in 2 days.
  • IF the customer follows up within 2 days and confirms the package delivered.
    • In SHOPIFY, notate the account and thank the customer for following up. Close the ticket.
      • Wrap Ticket/Call with the correct Wrap Code:
        • ORDER DELIVERED NOT RECEIVED- INQUIRY
  • IF the customer has not followed up within 2 business days- send a follow up to confirm order was received.
    • If the order was not received:
      • Offer a Reshipment (to alternate address if possible)
      • Issue a refund if the customer requests a refund.
• Submit a Reshipment:
  • In SHOPIFY, duplicate the order placed by the customer
  • Apply discount of 100% with the following reason code.
    • Delivered Not Received
  • Apply the correct shipping method (Free)
  • Provide customer with replacement order number
• NOTATE SHOPIFY
• Wrap Ticket/Call with the correct Wrap Code:
  • ORDER DELIVERED NOT RECEIVED- INQUIRY
  • ORDER DELIVERED NOT RECEIVED- RESHIP
  • ORDER DELIVERED NOT RECEIVED- REFUND