Customer Feedback Closure Process - Customer Return

Customer Return – Lost in Transit: Enter Order Not Received
1. Create ticket like normal with Feedback pipeline
2. Enter description of the issue using snippet #LIT
  1. Required information:
    1. Order Number not received
    2. Wear Period associated with missing order
    3. Tracking information: Provide date of last update/ delivery
    4. Add a screenshot of the tracking in the notes section of the ticket
3. Enter Action to clearly state your resolution to the customer
  1. Required information:
    1. Confirm order number and wear period that was marked LIT
4. Mark the order Lost in Transit
  1. Go to Mfg > Orders > Cancel
  2. Enter order number
  3. Select Checkbox “Lost in transit”
  4. Click enter and select Yes to confirm marking order LIT
5. Complete the Ticket:
  1. Go to QA Notes section of ticket
    1. State issue and solution all in one note (examples below)
    2. Ex: Customer states order 1234567 (WP: X/XX/XX-X/XX/XX) was returned. Tracking states XYZ. As a one-time courtesy/ courtesy, marked order 1234567 as LIT.
6. Close the Ticket:
  1. At top of ticket, for ticket status: click drop down for New to Closed
  2. Ticket properties will pull on right side of screen
    1. Customer Resolution: what we did for the customer issue (marked lost in transit)
    2. Responsible Party? If carrier issue, select the carrier (USPS or UPS). If unknown, select unknown
    3. Feedback closed by? Enter your name
    4. LIT Value:
      1. Calculate the UNR badge fee by total number of badges in original order that was marked LIT
      2. Ex: $34.79 X 5 badges = $173.95
    5. Click Save
7. Go to MyRad and enter account comment:
  1. Comment should include:
    1. FB # [ticket ID number]
    2. Group number (only if multiple groups on account)
    3. Copy and paste your QA notes

Customer Feedback Closure Process - Customer Return - Lost in Transit