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Customer Feedback Closure Process - Did not receive shipment 

  1. Did Not Receive Shipment: Entire Order Not Received 
    1. Create ticket like normal with Feedback pipeline 
    2. Enter description of the issue using snippet #did not receive shipment 
      1. Required information: 
        1. Order Number not received 
        2. Wear Period associated with missing order 
        3. Tracking information: Was tracking stalled or delivered? 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 
        2. Confirm if replacement order was sent at NC and specify if it was RDC X-ship or RDCRUSH/ if EasyReturn label was sent at NC (if applicable) 
    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. Create replacement NC order
      1. Go to order tab of group in MyRad 
      2. Select Extra/ Replacement + NC 
      3. If account receives extra ship fee, click dropdown option for Order Priority and select “RDC X-Ship" 
      4. If sending order rush, select Order Priority and select RDCRUSH option if RDC is covering cost of rush fee 
    6. 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 not received. Tracking states XYZ. As a one-time courtesy/ courtesy, marked order 1234567 as LIT and replacement NC order 1234567 (WP: X/XX/XX-X/XX/XX) sent (RDC X-Ship/ RDCRUSH – if applicable).  
    7. 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 & replacement order sent) 
        2. Responsible Party? If carrier issue, select the carrier (USPS or UPS). If unknown, select unknown 
        3. Feedback closed by? Enter your name 
        4. Voided Order Amount: Total cost of the replacement order you sent at NC.  
          1. Cost of each badge multiply by quantity of badges that would have been charged 
            1. Ex: $40.88 X 4 badges (exclude the Control if it is marked Free [you will see 0.00 under unit price in the order if it’s free]) = total voided order $163.52 
          2. Include additional costs that were voided such as extra shipping fee or EasyReturn label sent at NC 
        5. LIT Value: 
          1. Calculate the UNR badge fee by total number of badges in original order that was marked LIT
            1.  Ex: $34.79 X 5 badges = $173.95 
        6. RDCRUSH Fee: if applicable 
          1. Check fee structure on account tab of MyRad for correct fees on each account 
        7. Click Save 
    8. 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