Find customers order in Shopify - using one of the following
- Order Number
- Name
- Postcode
- Email address
Gather as much information from the customer regarding the issue - this helps to arrange replacement, investigate the issue and input corrective actions
- What are details of the product/s received?
- What product/s didn't they receive?
- Was the parcel damaged or unsealed?
Arrange for missing product to be sent - raise order in SAGE (see process guide/video)
If extra product received advise that FREEPOST Envelope will be provided sent to allow for return - Note this on SAGE order too
Flag issue to warehouse to investigate