Shipped Delivered on Time Process:

Suggested Script and Process Improvements:

Clarification and Transparency

  1. Acknowledge the Issue and Confirm Delivery: Begin by clearly stating that the package has been confirmed as delivered by FedEx, and provide the proof of delivery. Avoid suggesting any delays or advising the customer to check the estimated delivery date if the package is already marked as delivered. This avoids sending mixed signals and maintains transparency.
  2. Communicate FedEx Response: Inform the customer that we have already contacted FedEx regarding the issue and that FedEx has denied our claim, confirming successful delivery. This communicates that we have proactively taken action and the responsibility now lies with FedEx for further details or assistance.
  3. Next Steps for the Customer: Advise the customer to:
    • Check all secure areas around their property (e.g., porches, garages, side doors) as delivery drivers may leave packages in less visible locations.
    • Contact FedEx directly for more detailed information on the delivery location, as they may have additional insights or proof of delivery not visible in tracking updates.
    • Provide the FedEx Customer Support contact details for direct communication.

Proactive Steps and Realistic Expectations

  1. Proof of Delivery Confirmation: Reiterate that since FedEx has confirmed delivery and denied any claims, we have fulfilled our part of the investigation. This sets a realistic expectation and reinforces our commitment to resolving the issue proactively.
  2. Direct FedEx Contact: If the customer cannot locate the package, suggest contacting FedEx for further clarification on the delivery details. This shifts the responsibility to FedEx for any additional information or support.

Handling Potential Fraud and Escalation

  1. Guidance for Suspected Theft: If the customer insists that the package is missing, suggest filing a police report for suspected theft. This step serves as a deterrent to potential fraudulent claims and provides a formal record for any further action.
  2. Refund and Claim Process:
    • For Orders Less Than $249.99: If the customer provides a police report, process a refund immediately. This shows empathy and a commitment to customer satisfaction for lower-value items while safeguarding against fraud.
    • For Orders Over $249.99: With the police report in hand, escalate the issue and submit a claim with FedEx. The police report strengthens our position, increasing the chances of a successful resolution with FedEx.


Suggested Script

Subject: Follow-up on Your Order - Delivery Confirmation

Dear [Customer],

Thank you for choosing Autoplicity. We understand your concerns regarding the delivery of your order and sincerely apologize for any inconvenience caused.

After a thorough investigation, FedEx has confirmed that your package was successfully delivered to your location, and they have denied our claim for non-delivery. We have included the proof of delivery below, which shows the confirmed delivery details:

Tracking Link: [FedEx Tracking]

Next Steps:

  1. Check the Delivery Location:
         Please inspect all secure areas around your property, such as porches, garages, side doors, or any place that might not be immediately visible from the street. Delivery drivers may leave packages in such locations for safety.
  2. Contact FedEx Directly:
         If you are unable to find the package, we recommend contacting FedEx directly for more information on the exact delivery location. They may have additional details that can assist you.
    • FedEx Customer Support: [Insert FedEx Contact Info]
  3. Check with Household or Neighbors:
         Please check with members of your household or nearby neighbors who might have received the package on your behalf.
  4. File a Police Report (if needed):
         If you believe the package has been stolen, we recommend filing a report with your local authorities. This step is crucial for any further investigation.
  5. Contact Us for Further Assistance:
         If you have already filed a police report and the package has still not been located, please contact us with the details. We will be happy to reconnect with FedEx and continue our efforts to resolve this issue for you.

We sincerely apologize for any inconvenience this situation may have caused and are here to assist you further if needed. If you have any questions or require additional support, please feel free to contact us.

Best regards,

[Your Name]
Customer Service


Process Overview for "Shipped Delivered on Time" Cases

1. Customer Contacts Us (via Ticket or Amazon Marketplace) Stating They Didn’t Receive the Package

  • Action:
    • Respond with the suggested script to inform the customer that the package was delivered and that they need to check secure areas, contact FedEx, and potentially file a police report if the package is missing.
    • Mark the ticket as closed unless the customer replies.

2. Customer Hesitates or Inquires About Filing a Police Report

  • Action:
    • If the customer responds with hesitation or requests further assistance regarding the police report, remind them that it is an important part of the process to file a claim with FedEx. Explain that once the police report is submitted, we can proceed with refund processing or further actions.

       
  • Suggested Script:

         Subject: Next Steps for Your Order

     

Dear [Customer],

Thank you for your reply. In order to move forward with your case, it is important to file a police report for the missing package. Once we receive the police report details, we will be able to file a claim with FedEx as they have denied our lost package claim.

Filing the report will allow us to either process a refund or escalate the matter with FedEx. We understand this might be an inconvenience, but it is a necessary step to resolve this issue.

Please provide us with the police report claim ID or proof, and we will proceed immediately with the next steps.

Best regards,
[Your Name]
Customer Service


Action Steps Upon Receiving the Police Report ID or Proof

For Orders Under $249.99 (Autoplicity as the Shipper):

  1. Immediately Process Refund:
    • Upon receiving the police report or proof from the customer, immediately process the refund.
    • Follow the same process for the refund process in CRM.
    • Notify the customer that the refund has been processed.
  2. Assign the Ticket to the Delivery Exceptions Team:
    • Assign the ticket to Tim and RC in the Delivery Exceptions team.
    • Include a note about the police report and attach it to the ticket for reference.
    • Provide details to Tim and RC to initiate a FedEx claim, noting that the package might have been lost or stolen.
  3. Process for Tim and RC:
    • Tim and RC should file a claim with FedEx, attaching the police report and noting the tracking number and delivery details.
    • This increases the chances of successfully winning the claim with FedEx by providing all necessary evidence, including the police report. 
  4. Suggested Script to Notify RC:

Internal Ticket Note to Delivery Exceptions Team:

Subject: FedEx Claim for Lost/Stolen Shipment – Police Report Attached

Dear Tim & RC,

 We have received a police report for an order that was shipped on time but has been confirmed as lost or stolen. The customer has already been refunded, and now we need to proceed with filing a claim with FedEx.

  • Tracking Number: [Insert Tracking Number]
  • Order Details: [Insert Order Details]
  • Police Report ID: [Insert Police Report ID]

Please use the attached police report to file the claim with FedEx, and update the status in the CRM once filed. This evidence should strengthen our case for reimbursement.

Thanks for your help with this!

Best regards,
 [Your Name]

Suggested Script to customer:

Subject: Refund Processed - Thank You for Your Patience

Dear [Customer],

Thank you for providing the police report details. We have processed a full refund for your order, and it should reflect in your account within 24-48 hours.

We have also escalated this issue to FedEx to file a claim. If your package does arrive, please contact us so we can arrange for its return.

We sincerely apologize for the inconvenience caused, and if you need further assistance, feel free to reach out.

Best regards,

[Your Name]

Customer Service

For Orders Under $249.99 (Vendor as the Shipper):

  1. Immediately Process Refund:
  • Process the refund for the customer once the police report or proof has been received.
  • Follow the same process for the refund process in CRM.
  • Notify the customer of the refund.

      2. Contact the Vendor to File a Claim:

  • Email the vendor to inform them of the lost shipment and provide the police report.
  • Request that the vendor file a claim with FedEx for the lost or stolen package.
  • Ask the vendor for a refund or replacement of the order.


Suggested Script to Contact the Vendor:


Subject: Urgent: PO#: Request to File FedEx Claim for Lost Shipment – Police Report Attached


Dear [Vendor Name],


We are reaching out regarding a recent shipment for the following order:

  • Order Number: [Insert Order Number] or [PO Number]
  • Tracking Number: [Insert Tracking Number]
  • Customer Name: [Insert Customer Name]

The customer has reported that they have not received the package, and after our investigation, we have confirmed that the shipment is lost or potentially stolen. The customer has already filed a police report, which we have attached for your reference.


Since you are the shipper of record for this order, we kindly ask you to file a claim with FedEx regarding the lost shipment. Please acknowledge receipt of this email and confirm once the claim has been submitted. Additionally, please confirm the status of the refund for this order.


We appreciate your prompt attention to this matter and look forward to your response.


Best regards,


For Orders Over $249.99 (Autoplicity or Vendor as the Shipper):

  1. Escalate for Managerial Approval:
    • For orders over $249.99, once the police report is received, escalate the case to Myles for refund approval.
    • Notify the customer that the investigation is still ongoing and that you will get back to them within 24-48 hours.
  2. Proceed with Refund Once Approved:
    • Once Myles approves the refund, follow the same steps as outlined for orders under $249.99.
    • Update the CRM with the ‘refund pending’ tag and assign the ticket to Delivery Exceptions if Autoplicity is the shipper, or notify the vendor if they are the shipper.
  3. Claim Process for FedEx or Vendor:
    • If Autoplicity is the shipper, assign the ticket to RC to file a claim with FedEx using the police report.
    • If the vendor is the shipper, email the vendor and provide the police report, requesting them to file a claim and confirm our refund.

Process for Orders Over $249.99

For orders over $249.99, additional steps are required due to the higher value and potential risk of A-Z claims. Here's the detailed process:

  1. Escalate for Managerial Approval:
    • When a customer reports a lost or stolen package for an order over $249.99 and provides a police report, escalate to Myles or a manager for approval before processing the refund.
    • The reason for this escalation is to assess the customer’s response. If the customer is likely to file an A-Z claim or if the situation appears urgent, the manager may decide to approve the refund immediately without waiting for confirmation from the vendor or FedEx.
    • If the customer is willing to wait and does not pose an immediate threat of escalating to an A-Z claim, the goal is to contact the vendor and FedEx to fight for the refund first and only issue the refund after receiving confirmation.
  2. Evaluate the Customer’s Threat Level:
    • The manager will evaluate whether the customer’s behavior or communication indicates an increased likelihood of filing an A-Z claim.
    • If the customer appears impatient or dissatisfied, and their response suggests they may escalate, it may be safer to process the refund promptly to avoid further complications.
    • If the customer is cooperative and willing to wait, the refund can be delayed while we attempt to recover funds from the vendor or FedEx.
  3. Fight for the Refund:
    • If the customer is not an immediate threat for an A-Z claim, the team will work to fight for the refund by contacting the vendor or FedEx. The goal is to recover the money before issuing a refund to the customer.
    • This gives us more leverage and time to ensure that the vendor or FedEx will reimburse us for the lost shipment.
  4. Provide More Information to Deny Claims (If Needed):
    • If the customer does escalate the situation but we have received additional information or supporting documentation from the vendor or FedEx, this will give us stronger grounds to deny their A-Z claim.

Script for the Customer While Awaiting Manager Approval or Vendor/FedEx Response

Subject: Update on Your Order – Investigation in Progress

Dear [Customer],

Thank you for providing the necessary information regarding your missing package. We are currently reviewing the situation and have escalated the matter to our management team to determine the best course of action.

We are also working with [the vendor/FedEx] to investigate the status of your shipment and will update you as soon as we have more information. This process may take a few days, but please rest assured that we are actively working on your case.

If there are any changes or if you need further assistance in the meantime, please feel free to reach out.

We appreciate your patience and understanding.

Best regards,
[Your Name]
Customer Service
 

Script for Customer When We Are Ready to Process Refund Without Waiting for Vendor/FedEx Confirmation

Subject: Refund Processed for Your Order – Thank You for Your Patience

Dear [Customer],

We have processed a full refund for your order given the current circumstances, and it should be reflected in your account within the next 24-48 hours.

Although we are still working with [the vendor/FedEx] to recover the funds for this lost shipment, we wanted to ensure that you are not inconvenienced further while this investigation continues.

If the package does eventually arrive, please contact us so we can provide you with a return label.

We sincerely apologize for the inconvenience and appreciate your patience throughout this process.

Best regards,
[Your Name]
Customer Service
 

Shipped on Time - Lost in Transit Process


1. Initial Customer Contact – Checking Estimated Delivery Date

Process:

  • When a customer contacts us regarding the status of their order, the first step is to check the estimated delivery date provided by Amazon (visible in the order status). https://prnt.sc/Y2ETeEGZu5QN
    • If the estimated delivery date has passed, consider the case urgent.
    • If the estimated delivery date is still valid, follow the steps for checking the transit status of the order.


Script for Orders Stuck in Transit for 2-4 Days (Still Within Estimated Delivery Time)

  • Action:
    • If the order is in transit but within the estimated delivery timeframe https://prnt.sc/MYn9FOXS18GZ, inform the customer that the order has shipped and is on its way.
    • Provide a status update and proof of the shipment.
    • Additionally, contact FedEx (via chat or other methods) to confirm the status of the shipment and whether it’s stuck.

Suggested Script (Initial Response):


Subject: Update on Your Order Status – In Transit


 Dear [Customer],

 Thank you for reaching out to Autoplicity regarding the status of your order. We are happy to inform you that your order has been shipped and is currently on its way.

 Here’s the current tracking information for your order:

  • Tracking Link: [FedEx Tracking Link]
  • Current Status: In Transit

We understand the importance of receiving your package on time. Although the delivery is still within the estimated timeframe, we are proactively contacting FedEx to confirm the status of your shipment and ensure everything is moving as expected.

We will follow up with you within the next 24-48 hours with any additional updates.

Thank you for your patience and understanding. Please let us know if you need further assistance in the meantime.

Best regards,
[Your Name]
Customer Service


Follow-up Script After Contacting FedEx (Based on FedEx Response)

If the Order is Confirmed to Be On Its Way:

  • Action:
    • Provide an updated estimated delivery date based on FedEx’s confirmation.


Suggested Script (FedEx Confirms Order is in Transit):

Subject: Update on Your Order Status – In Transit

Dear [Customer],

Thank you for your patience while we investigated the status of your order with FedEx.

We’ve confirmed that your package is still in transit, and the estimated delivery date is [Insert Estimated Delivery Date]. We apologize for any inconvenience caused by the delay.

 You can continue to monitor the tracking status here:

  • Tracking Link: [FedEx Tracking Link]


If the package does not arrive by the updated delivery date, please feel free to reach out to us again, and we will be happy to assist you further.

Best regards,
[Your Name]
Customer Service
 

If the Order is Confirmed Stuck in Transit:

  • Action:
    • If FedEx confirms that the order is stuck in transit, process a refund and instruct the customer that they can reorder.
    • Additionally, inform them that if the item arrives later, they should contact us to arrange a return.


Suggested Script (FedEx Confirms Order Stuck in Transit):


Subject: Refund Processed – Order Stuck in Transit

Dear [Customer],

We’ve been in touch with FedEx, and they have confirmed that your order is currently stuck in transit.

To resolve this as quickly as possible, we have processed a full refund for your order, which should reflect in your account within the next 24-48 hours. You may place a new order if you’d still like to receive the item.
If the original package does arrive, please contact us, and we will provide a return label to send it back to us at no additional cost.

We sincerely apologize for the inconvenience this has caused and appreciate your understanding. Please let us know if you need further assistance.

Best regards,
[Your Name]
Customer Service
 

For Orders Stuck in Transit for 5-7 Days sample  https://prnt.sc/TURLCDeCm1dp


Process:

  • If the package has been stuck for 5-7 days, follow the Lost Package process:
    • Orders Under $249.99: Refund the customer, then assign the ticket to Delivery Exceptions to file a claim with FedEx.
    • Orders Over $249.99: Escalate to Myles for approval before proceeding with the refund, as this involves assessing whether the customer is likely to file an A-Z claim.

Script for Orders Under $249.99 (Autoplicity as Shipper):

  • Action:
    • Refund the customer and assign the ticket to the Delivery Exceptions team to file a claim with FedEx.

Suggested Script (Informing Customer of Refund):

 Subject: Refund Processed – Shipment Stuck in Transit

Dear [Customer],

We’ve investigated the status of your order with FedEx, and unfortunately, the shipment has been confirmed as stuck in transit.

We have processed a full refund for your order, which should be reflected in your account within the next 24-48 hours. Our team is also filing a claim with FedEx to investigate the lost shipment.

If your package does eventually arrive, please let us know, and we will arrange a return label to send it back at no cost to you.

Thank you for your understanding, and please feel free to reach out if you need further assistance.

Best regards,
[Your Name]
Customer Service
 

 

Contacting the Vendor (If Vendor is the Shipper)


Script for Contacting Vendor About Stuck Shipment:

  • Action:
    • If the vendor is the shipper and FedEx confirms the shipment is stuck in transit, refund the customer and notify the vendor to request reimbursement.

Suggested Script to Vendor:

 Subject: Urgent: PO#: Shipment Stuck in Transit – Request for Refund

Dear [Vendor Name],

 We are contacting you regarding the following order that was shipped by your team:

  • Order Number: [Insert Order Number or PO Number]
  • Tracking Number: [Insert Tracking Number]
  • Customer Name: [Insert Customer Name]

The shipment has been confirmed by FedEx to be stuck in transit, and we have refunded the customer in full.

Please process a refund for this order and confirm once completed.

We appreciate your prompt attention to this matter and look forward to your confirmation.

Best regards,
[Your Name]
Customer Service


 Suggested Script to Customer for order beyond $249.99 and needs for manager approval.


Subject: Update on Your Order – Shipment Stuck in Transit


Dear [Customer],


Thank you for reaching out regarding the status of your order. We have reviewed the tracking information, and it appears that the package has been stuck in transit and is now beyond the expected delivery timeframe.

To resolve this issue, we are contacting FedEx to file a claim for the lost shipment. This process will take some time, but we will keep you informed. You can expect an update from us within the next 24-48 hours as we work to gather more information and proceed with the necessary steps.

We sincerely apologize for the delay and inconvenience this has caused, and we appreciate your patience while we investigate further. Please rest assured that we are doing everything we can to resolve this as quickly as possible.

If you have any further questions in the meantime, please don’t hesitate to contact us.