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SR - Delivery Error (Non-US)

Delivery Error - Return Only (Paid by PG)

1 - Inquire about basic info

Once confirmed the customer has received the order that was requested to be canceled, insert Macro: [Service Center] SR (PG pay). 

  • Insert the correct country in the email subject. 

  • Delete the line “Once the returning item has been delivered and verified by our local service center, we'll issue the refund for you ASAP.” as there’ll be no refund for such cases.

  • Submit as pending. 

2 - Fill out a SR request

Once the client replied with all the requested information, fill in the PG RMA Form:

  1. ‘Service Type’ = SR.
  2. ‘Accessories for SR’ must all be filled in according to the Shopify order. 
  3. ‘Return Reason’ = Delivery Error.
  4. ‘Warranty Service’ = Operation Error (we sent an extra item) / Resend (we sent a wrong item)
  5. Fill in all address details accordingly.

3 - Request submitted, awaiting return label

Once submitted, the service center will send the return label to the agent’s email. Agents can monitor the case status via each service center/region’s RMA Form (SR tab).

Reply the ticket with a heads-up, for example:

Thanks for providing the information. 

I will keep you posted for the call tag/shipping label to return your package. Please wait for further notice. Thank you.

4 - Offer return label

Service center should send the return label directly to the agent’s inbox within 3 days. ‘Inbound Tracking Number (warehouse only)’ and ‘Current Status’ should both be updated accordingly.

If no label shows up within 3 days, please reach out to Anya Lien.

Once received the return label, use macro “Return Label” and forward all related information & return labels (attached to the email) to the client. 

Make sure to provide the correct RMA number (auto-generated when submitted). Submit as ‘Pending’.

5 - Check the TRK# for the returned package

Check the tracking with the corresponding carrier. Once the package is on the road, contact the customer and mention the following:

We can see that your package is on its way back to our service center. Please be advised that once our service center has received and verified the package, we’ll issue the refund ASAP. Please wait for further notice. Thank you.

6 - Check the status of the received package

Check the tracking with the corresponding carrier. On the ETA of the returning package, check the RMA Form to verify if the service center has received it. 

Missing Items

If ‘Case Status’ is updated to ‘Missing Items’, it means there’re missing item(s) according to the form. Service center will address what’s missing in ‘Warehouse Notes’. Agent shall contact the customer to further verify the missing item before proceeding.

Ready for Warranty Service

If ‘Case Status’ is updated to ‘Ready for Warranty Service', please proceed with the corresponding actions:

  1. Warranty Service = Operation Error (we sent an extra item): Thank the customer for cooperation and close the ticket, no further action needed. (END)
  2. Warranty Service = Resend (we sent a wrong item): Request a replacement by submitting a ticket on JIRA (Replacement, Resend (JIRA) - Check Basecamp for updates), depending on the item missing. Offer the TRK# to the customer once available. (END)