Missing, lost, or damaged shipment
A process to handle cases of missing, damaged, or lost shipments reported by clients.
Workflow Steps
Step 1 - Customer Reports Issue via Portal
A customer contacts support via a portal to report that their package was lost, stolen, or arrived damaged, providing their order number and any relevant photos.
Step 2 - Automated Claim Filing with Carrier
The support agent initiates a claim with the shipping carrier (e.g., UPS, FedEx) through an automated integration, which logs the claim details.
Step 3 - Immediate Customer Resolution
To provide a good customer experience, the company immediately offers the customer a resolution, such as shipping a free replacement item or issuing a full refund.
Step 4 - Track Carrier Claim for Reimbursement
The company internally tracks the status of the insurance claim with the carrier to recover the cost of the lost or damaged goods. This is handled separately from the customer resolution.
The Purpose of Missing, lost, or damaged shipment
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