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Returned to Shipper/Carrier

If the tracking information shows ‘Delivered’, but the customer claimed otherwise, check if it’s been returned to the shipper instead. It will show something like this ("Returning package to shipper") on the tracking page:

If the package is indeed returned to the shipper (ofter due to invalid address or unsuccessful delivery), please proceed with the following isntructions:

  1. Ask the customer to provide a new address to avoid the same thing from happening again.
  2. Once a new address is provided, request resend on JIRA (LS).
    1. ‘Hardware Product’, ‘1st Accessory’... should be selected according to what needs to be re-sent. If the whole order needs to be re-sent, select all the main products and accessories accordingly.
    2. ‘RS/RE Reason’ should be “Returned to shipper, please resend.”
    3. If the address for resend is different from the original, update it in Shopify and also fill in all the shipping info accordingly in the request form.
  3. Inform the customer that we’ll arrange another shipment, ask them to wait for further notice. Submit the ticket as ‘On-hold’.
  4. Please follow up to the ticket and make sure to provide the tracking information to the customer when the new shipment is out for delivery, before closing the ticket.