You are contractually responsible until the shipment of the product but you must take full responsibility for the events throughout the delivery, until receipt of the package to ensure an optimal post-purchase experience.
The links you will show you how to deal with type of event. We provided you with wording suggestions to help go faster in the process of improving your customer experience.
- Package lost
- Late package
- Package damaged
- No tracking update
- Failed delivery attempt
- Package at wrong pickup point
- Awaiting information from addressee
- Package will soon be returned from pickup point if not collected
In any case, if your customer decides to refuse the delivery, or to return the product, the refund will not have to delay. Do not wait for the arrival of the product at the warehouses to refund your customer.
To ensure the best customer experience, you should also :
Never forget to show your customer that you care and that you are here to help.
For a calmer customer relationship in case of issue, use the incident banner