Order tracking¶

• Inform the customers that they're able to check the order's tracking status in ‘My Orders’ section in the user center.

• Also let them know that they will receive tracking information via shipping confirmation once the order has been shipped.

• If the carrier is DHL in the EU, please follow the instructions to get an accurate tracking information:
  

• If the tracking status remains pending for 2 weeks (from the day that the package is shipped out), that's possibility that the package may eventually be lost. Report it to logistics team (Daily Catch-Up (JIRA) - Check Basecamp for updates) then:
  

• Request a resend: Replacement, Resend (JIRA) - Check Basecamp for updates Keep following up on the original tracking number. If it's delivered successfully, follow the SR - Delivery Error (US) - Check Basecamp for updates or SR - Delivery Error (Non-US) processes.
  

• Issue a refund: Claim form needed. Shipment Lost - Check Basecamp for updates

  Remember to inform logistics team that you've requested a RS or issued a refund on the JIRA ticket.