Refusal upon delivery

Welcome to

Refusal upon delivery

Agenda of

Click on the titles to go directly to the page

the day

Client wants to cancel before validation

Context & Training Objectives

Client wants to cancel his order after validation

Important things to know

The order is not delivered yet

Scenarios

The shipping/delivery is stopped

Tracking link is not updated

The order is refused by the client

The order is delivered

CKB article : Cancellation process

Let's go!

Back

Context & Training Objectives

Customer disatisfaction comes to clients who are not happy with the refund delays occuring when they refuse a package. We want to stop the delivery as soon as we can to avoid long waiting time for a refund.

Click on me to see templates names and contents on each slide

Back

Important things to know

Delivery

Shipping

• The order is validated
• The label is created
• The package is still at the warehouse

• The package is scanned by the carrier
• There is a tracking link available

Back

Scenarios

Back

Scenarios

Shipped

Not shipped

Delivered

Back

Menu

Customer wants to cancel before validation

Shipping

Delivery

Order

Validation

The customer can cancel the order in their account. The order will "automatically" be cancelled and refunded. Reminder: if the payment is just authorized, there won't be any refund because the payment didn't go through. If the payment is captured, it will be refunded (5 days after it occurred)

The merchant didn't validate the order

Back

Scenarios

Shipped

Not shipped

Delivered

Back

Menu

Customer wants to cancel order after validation

Order

Shipping

Delivery

Validation

Let's see first if...

Check the tracking link

The order is not delivered yet

The order is delivered

Back

Menu

Customer wants to cancel order after validation

The order is not delivered yet

Shipping

Delivery

Order

Validation

We will ask the seller to stop the shipping

Ask the merchant to stop the shipping/delivery

Wait & see the potential situations:

• The shipping/delivery is stopped

• Tracking link is not updated

• The order is refused by the client

Automatic message It will be different if the package is shipped or not shipped

Go next slide for the next step

24h

Inform the client that we try to stop the delivery

The product has to be scanned by the carrier

Back

Menu

Customer wants to cancel order after validation

The order is not delivered yet

The shipping/delivery is stopped

Shipping

Delivery

Order

Validation

Be careful about the refunds delays

Inform the client of the refund 24H delay

Check if the refund is made

The shipping

Ask the seller to refund if he didn't do it yet in 24H

Merchant tells you that he stopped

24h

How to see the difference ?

Inform the client of the refund 48H after reception

The delivery

Ask the seller to refund 48H after reception

Put a 24h deadline until reception in warehouse / refund

Back

24h

Menu

Customer wants to cancel order after validation

The order is not delivered yet

The order is refused by the client

Shipping

Delivery

Order

Validation

Be careful about the refund deadlines

Inform the client of the refund 48H after have seen the tracking link showing it's refused

The product has to be scanned by the carrier

Tracking link shows it is refused by the client

Put a 24h deadline until reception in warehouse / refund

Ask the seller to make the refund 48H after have seen the tracking link showing it's refused

24h

Back

Menu

Customer wants to cancel order after validation

The order is not delivered yet

The order is refused by the client

Shipping

Delivery

Order

Validation

Be careful about the refunds delays

Inform the client of the refund 48H after have seen the tracking link showing it's refused

The product has to be scanned by the carrier

Tracking link shows it is refused by the client

Put a 24h deadline until reception in warehouse / refund

Ask the seller to make the refund 48H after have seen the tracking link showing it's refused

24h

Back

Menu

Customer wants to cancel order after validation

Tracking link is not updated(It means the package was never delivered to the client)

The order is not delivered yet

Shipping

Delivery

Order

Validation

Don't forget to follow the tracking link

Inform the client about the situation

Check the tracking link

Open a carrier investigation

24h until update

24h

4 days

Back

Scenarios

Shipped

Not shipped

Delivered

Back

Menu

The order is delivered

Order

Shipping

Delivery

Validation

In this situation, we go with the classic withdrawal return process

Right of withdrawal [Back Care Agents]

Send the return procedure to the client

Generate a return label (if not already generated)

Don't close the SAV

Back

Reminder

Back

Reminders

• Always check the tracking link before taking any action

• When the shipping is stopped (before being scanned by the carrier), the refund delay is 24h

• When the delivery is refused by the client (after being scanned) , the maximum refund time is 48h starting once the tracking link shows "the return to sender" mention

• If the client refuses the package, the carrier must scan it

Back

QUIZZ TIME

Please do this quizz ONLY ONCE, all duplicate will be erased

GOOD LUCK!

Back

That's all!Braaaavo!

Home

Back