Missing item/order SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Step 1 - Obtain the necessary information from the customer

  • Step 2 - Investigation

  • Step 3 - Issue a refund

1. Purpose

This SOP outlines the procedure to follow when a customer receives their order, and there is an item missing, multiple items are missing, or the entire order is missing.

2. Scope

This SOP covers the refund process for missing item/s. The process should not be used for the following reasons:

• A specific part of an individual item is missing, eg 1 shoe missing from a pair 

3. Procedure

Step 1 - Obtain the necessary information from the customer

1.1) We will need to obtain the following information from the customer:

• Order number

• Item/s description (missing item/s)

• Ask the customer if the packaging seemed to be tampered with when they received their order

1.2) Before proceeding further, we need to ensure that the parcel is, in fact, missing. We need to rule out the following:

• Is the specific item in a split shipment and still on its way? Use the order item status as a guide

• Can the customer confirm the delivery address used at checkout (where they expected to receive the parcel)? And, is this address the same as what we see on Bashadmin?

• Did anyone sign for the parcel? Does the customer know the recipient?

• When the status/tracking of the specific item is unclear, we should escalate with the relevant courier for clarity. This could be triggered by:

  • Parcel appears to be delivered at the incorrect location as per the tracking info

  • The tracking states that the customer signed for the parcel, but the customer claims that they did not sign for the parcel.

  • Anything out of the ordinary on the tracking info?

Once we’ve confirmed that the parcel is in fact missing, we can proceed to step 2.

Step 2 - Investigation

2.1) In instances where the customer reports receiving an empty parcel or a parcel filled with something random (paper, rocks, etc.), proceed to step 4.

2.2) Follow the relevant investigation process depending on the value of the missing item :

2.2.1) Under R1000 -

• Check for any signs of return abuse in the contact history. If the customer has a history of return abuse, proceed to step 4.

• Check POD of the parcel

2.2.2) R1000 and over - 

• Check for any signs of return abuse in the contact history

• Check POD of the parcel

• Please escalate with store ops or the fulfilling DC and ask them to verify stock-on-hand (SOH) balances and check any available footage to confirm whether the order was packed with the items requested by the customer. 

2.3) If your investigation results in a refund needing to be issued, proceed to step 3. If your investigation results in no refund being issued, proceed to step 4.

Step 3 - Issue a refund

3.1) If Riverfields DC fulfilled the parcel, send an email to OTD (ecomops@m24logistics.com) via the customer's Freshdesk ticket. Inform them that the item/s were missing in the order. Include the Order number, tracking number and relevant SKU/s. You can then respond to the customer by letting them know that we have escalated to the relevant team and will be in touch with feedback. (SLA for feedback is 24hours)

3.2 Once OTD has confirmed that the refund is processed, you may inform the customer that the refund has been processed and confirm the SLA for the refund and pend your tickets. (See Returns and refunds processing SLA SOP)

Step 4 - Deny Refund

4.1) Do not refund the customer.

4.2) Request for the profile to be blocked by logging a Service Request (SR) to Tech Growth (Identity) using the  "Customer profile-related issues (login, registration, profile deletion, newsletter or subscription preference)" service request. 

4.3) Respond to the customer as follows:

“Thanks for contacting us about your recent order ([Order Number]).

After completing a thorough investigation, we can confirm that the package was shipped correctly, and no issues were identified with the items included. This means we are unable to approve a refund for the missing item you reported.

If you have any further concerns or questions, please don’t hesitate to reach out.”

4.4) If the customer contests our decision to not refund them, revert back to step 2.2.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.