Shipment Lost- Check Basecamp for updates¶

If the tracking shows the order is delivered (and wasn’t Returned to Shipper) but the customer claims otherwise,

and/or

the tracking status shows it's signed but the customer claims to not know the person who signed it,

-> Follow through the rest of this article.

Notice for Amazon Orders¶

• We do NOT ask customers who bought from Amazon to sign claim forms.
• We do NOT ask customers who bought from Amazon to sign claim forms.
• We do NOT ask customers who bought from Amazon to sign claim forms.
  
  For Amazon orders, please proceed with step 3.

1 - Offer claim form and ask for a substitutive address¶

Insert the following macros and submit.

• Shipment Lost

Please make sure to insert the correct order number, tracking number and the carrier's name for the customer to fill into the claim form.

This macro will also request the customer to provide an alternative shipping address.

2 - Upload claim form¶

Once the customer replied with the signed claim form, upload the claim form to this link, and make sure the file name is formatted as “Carrier#OrderNumber” (e.g., FedEx#423412, GLS#351442).

Please make sure the customer has replied with a clear photo/scan of the claim form where the signature can be clearly identified, and Tracking Number & Shipping Carrier are filled. If not, please ask the customer to resend it.

3 - Fill out a resend request¶

Once uploaded & updated, follow the [[Resend (JIRA)]] for resend with the customer's substitutive address.

For Resend request, inquire with the customer if they have an alternative address where the package can be successfully received. If the carrier fail to deliver the package again (RS fail), proceed with issuing a refund and kindly guide the customer to our authorized retailers, e.g. Guitar Center, Amazon.

Once the RS order is crested, inform the customer that we’ll arrange another shipment, ask them to wait for further notice.

The customer should receive the tracking number when the package is shipped.