Purpose: To help properly identify and direct claims of "Delivered Not Received" for either instant reshipment or to be Escalated for further review. 


Process:

  • Locate the order on Shopify
  • Review the customer's order history - 
  • Use the customer's shipping address to review all orders to see if reports of DNR have been associated with any accounts to this address, if yes - Escalate.


IF - this is the customer's FIRST report of a DNR - assist with immediate hassle-free reshipment (or refund).

****ONLY if there is only one tracking on the order and it has not been shipped as split shipment****

  1. Have the customer confirm they have checked surrounding areas and with neighbors
  2. Offer a replacement and confirm the shipping address or alternate address if the customer would like
  3. If the customer request refund instead of a replacement ok to issue a refund
  4. Document thoroughly in NOTES on the Shopify ORDER if it was a REFUND or REPLACEMENT so we can track if the issue is reported again in the future, This NOTE will be visible from the customer's order history page


IF-  the order was shipped out in two split shipments- Both packages must show delivered before actioning. 

  1. Understand the difference between DNR vs Still In Transit for split shipment.

-DNR: Tracking on both packages show they have been delivered no further updates. 

- Still In Transit: Tracking on one package shows delivered but the other tracking still shows in transit to destination. 


        2. Reference ROM for both tracking numbers- If you search order in ROM you can see what items shipped under what tracking number. 



*** If one of the tracking's still shows in transit, please let customer know the remainder of the order is still in transit and should be delivered soon.****


  •    Once we confirm BOTH tracking numbers show delivered and customer has confirmed they have checked surrounding areas and with neighbors. 
  • Offer a replacement and confirm the shipping address or alternate address if the customer would like
  • If the customer request refund instead of a replacement ok to issue a refund
    • Document thoroughly in NOTES on the Shopify ORDER if it was a REFUND or REPLACEMENT so we can track if the issue is reported again in the future, This NOTE will be visible from the customer's order history page




IF - This is the customer's SECOND reported DNR – this will be handled by Escalations Team

  • Honor refund/reship as a one-time courtesy
  • Set expectations if a customer comes back that we will not be able to honor refund/reship future orders
  • Document thoroughly on NOTES on the Shopify ORDER so we can track if the issue is reported again in the future, This NOTE will be visible from the customer's order history page




IF - This is the customer's THIRD (or more) reported DNR –  this will be handled by Escalations Team


  • Confirm expectation for no reshipment or refund has already been set up from past conversations 
  • If true, we will not honor appeasement