1/ There are different reasons why the delivery could have failed:

 Absent customer, address issue... This is not your fault, it may even be the customer who did not do what was necessary to receive the product. Nevertheless, you will do everything for the "re-delivery" to go smoothly. 

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2/ You need to let your customer service know about this notification so they can keep an eye on the situation. 

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3/ Here are messages you can send to your customer service and customer

What to say to your customer service : 

  • Title :

"Failed delivery - cause: xxxxx"

  • Body : 

"The delivery of this package has failed

Reason:  xxxxx or unknown

To do:

- contact shipping carrier to find the cause

- offer free express delivery for customer's next purchase if needed"

If you do not know why the package delivery has failed, we suggest you open an investigation (if you have Zendesk, set up the ticket creation and tracking with your customer service)

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What to say to your customer :

Absent customer

  • Title :

"{{carrier.name}} could not deliver your {{company.name}} package"

  • Body :

"Hello {{tracker.first_name}}, {{carrier.name}} attempted to deliver your {{company.name}} but you were absent. Don't worry, you will receive a notification for the next step and don't forget to check your delivery notice or your online tracking page below."

VERSION FRANÇAISE :

  • Titre :

"{{carrier.name}} n'a pas pu livrer votre colis {{company.name}}"

  • Corps du texte:

"Bonjour {{tracker.first_name}}, {{carrier.name}} a tenté de livrer votre colis mais vous étiez absent. Ne vous inquiétez pas, vous recevrez une notification pour la prochaine étape. N'oubliez pas de vérifier votre statut de livraison ou votre page de suivi en ligne ci-dessous. "

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Address issue 

  • Title :

"{{carrier.name}} could not deliver your {{company.name}} package"

  • Body :

"Hello {{tracker.first_name}}, the delivery attempt by {{carrier.name}} for your {{company.name}} package was unsuccessful because of an address issue. Not to worry, you will be contacted by the carrier or by XXX for the next steps."

VERSION FRANÇAISE :

  • Titre :

"{{carrier.name}} n'a pas pu livrer votre colis {{company.name}}"

  • Corps du texte:

"Bonjour {{tracker.first_name}}, la tentative de livraison de votre colis par {{carrier.name}} a échoué en raison d'un problème d'adresse. Ne vous inquiétez pas, le transporteur ou XXX vous contactera pour les prochaines étapes. "

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Package sent to pick up point due to failed delivery

  • Title :

"Your {{company.name}} package will be sent to a pickup point!"

  • Body :

"Hello {{tracker.first_name}},  {{carrier.name}} did not manage to deliver your {{company.name}} package. Not to worry! It will be sent to a pickup point and available shortly. We understand that it might be difficult for you to access this pickup point. Please, if you wish to proceed to a return & a refund, let us know by responding to this email."

If your customer is ready to make the trip, think of a commercial gesture to show him your gratitude, e.g. "free delivery at home for your next purchase".

VERSION FRANÇAISE :

  • Titre :

"Votre colis {{company.name}} va être envoyé à un point de retrait!"

  • Corps du texte:

"Bonjour {{tracker.first_name}}, {{carrier.name}} n'a pas réussi à livrer votre colis {{company.name}}. Ne vous inquiétez pas, il sera envoyé à un point de retrait et disponible sous peu. S'il vous est difficile d'accéder à ce point de retrait et que vous préférez procéder à un retour et à un remboursement, veuillez nous le faire savoir en répondant à cet e-mail. "

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