⭐ Resolving a Missing Order

When a customer contacts you about a missing order, follow these steps to ensure a smooth and professional resolution process.

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Step 1: Identify the Customer Tier or Segment

Before taking action, determine which customer segment they belong to.
✅ Look up the customer’s profile in the CRM or support platform.
✅ Identify their tier (e.g., VIP, Standard, New Customer, B2B).
✅ Note any special handling instructions or SLAs tied to their segment.

Why it matters: Different tiers may have different resolution protocols, urgency levels, or entitlements (e.g., instant reshipments for VIPs).

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Step 2: Gather Key Order Information

Collect all essential details to assess the situation:
✅ Order number
✅ Date the order was placed
✅ Expected delivery date
✅ Shipping method and carrier
✅ Tracking number (if available)
✅ Customer’s delivery address (confirm it matches the order)

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Step 3: Investigate Order Status in Internal Systems

Check internal order and shipping systems to determine:
🔍 Order fulfillment status (e.g., packed, shipped, delayed)
🔍 Tracking status
🔍 Any known warehouse or carrier issues
🔍 Delivery scan data (e.g., delivered to front door, handed to resident)

If the order has not shipped, identify why and provide a timeline.
If the order shows as delivered, proceed to Step 4.

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Step 4: Confirm Tracking and Delivery Details

Use the carrier’s tracking site or internal tracking tools to:
✅ Confirm delivery date, time, and location
✅ Look for delivery notes or proof of delivery (photo/GPS)
✅ Check for any delivery exceptions or errors

If delivery shows completed but the customer did not receive it, continue to Step 5.

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Step 5: Assess Possible Delivery Issues

Ask the customer:
❓ Did someone else receive the package (neighbor, household member)?
❓ Have they checked common drop-off spots (porch, mailbox, package room)?
❓ Have there been theft issues in their area recently?

Document the responses. If suspicions of loss/theft remain, proceed.

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Step 6: Take Tier-Based Action and Escalate if Needed

Based on the customer tier and situation, choose the appropriate action:

• VIP / High-Value Customers: Offer refund or replacement proactively.
• Standard Customers: Begin investigation with the carrier.
• Suspicious/Repetitive Cases: Flag for internal fraud review.

If required, use the escalation macro:
📌📌 Retail::Missing Order – Carrier Investigation

This notifies the carrier team to begin a trace or claim.

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Step 7: Set Clear Expectations

Keep the customer informed:
✅ Explain what steps you’re taking
✅ Provide a realistic timeline for investigation or replacement
✅ Let them know when they’ll receive follow-up

"We’ve opened a case with our shipping partner and expect an update within 48 hours. We’ll follow up by [date] with the next steps."

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Step 8: Deliver Resolution

Once investigation concludes:

• If the package is found: confirm delivery or arrange redelivery.
• If confirmed lost: follow policy for reshipment or refund.
• Use macro:
  📌 Retail::Missing Order – Resolved (Refund/Replacement)

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Step 9: Offer Further Support

✅ Ask if they need help with anything else
✅ Thank them for their patience
✅ Reinforce brand values and commitment to great service

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✅ By following these steps:

You deliver timely, empathetic, and tier-sensitive support—ensuring missing order issues are resolved effectively without unnecessary delays.

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