Policy

 

1.  If the customer reports an order was not received, first, track the package to confirm it was “Delivered” but not received by the customer.

 

2.  A new package is sent to the customer, with manager notification and approval.

 

Task

 

1.  Log into SS and pull up the client by name or email.

 

2.  Click on the Tracking Number.

 

3.  Confirm the package was delivered.

 

4.  Per USPS policy, the client must wait 3 days from the day they reported their package missing, before further action is taken.

 

5.  During the 3 day period, ask the client to ask the front desk, mailroom, neighbors, family members, roommates, look around the outside of the delivery site, etc.  (Send canned reply)

 

6.  Ask the client to let you know if it arrives before the 3 day period ends.

 

7.  Mark your calendar to follow up with the client after the 3 days.

 

8.  If the package is still missing, ship a replacement order to the client.

 

3.  Log into SS and Create a New Order.  

 

4.  Fill in the clients contact and shipping information.

 

5.  Make the Order number the same number as the Order with the incorrect product minus the IS.  

 

6.  Click on Add a Line Item and enter the correct product(s) that you are shipping.

 

7.  Click Save Order.

 

8.  Reply to client with their tracking number for their replacement order.

 

**If the package arrives in the meantime, and the client ends up with two orders, as long as they do not open the second package, they can write,  ‘Return to Sender’ on the package and send it back.**

**If the client opened the package, we will need to send them a return label, so they can return that to the warehouse. https://naturalacneclinic.happyfox.com/staff/kb/articles/120

 

**If they would like to keep both packages, we will charge the card we have on file for the second order.

 

• Log into Keap
• Look client up by their name
• Find the original order and recreate the same order without shipping
• Click on Orders
• Click on Add Quote
• Enter each product from the original order
• Do NOT add shipping to this order. (this will synch the order and we are NOT shipping the order)
• Click on Place Order
• Click back into the Order and scroll down to Add Payment
• Choose the Date
• Choose Payment Type:  Credit Card Charge Now
• Select Credit Card
• Scroll down and click on Appy Payment

 

Add order information to the Replacements for Client Orders Spreadsheet: https://docs.google.com/spreadsheets/d/1mhj9IOoL5mU8I_sOXum4q3pQbnB3gNWyVCBln4KoGHU/edit?gid=1629826296#gid=1629826296