Missing, lost, or damaged shipment Free Template

#CS & Support

A client that received their purchase with any missing or damaged material will report it via public form by filling all the information on the case.

Someone from customer service will analyze the report and decide on whether to approve it.

It will then be sent to the logistics team to evaluate if there was, in fact, an error on the company’s part. If the error is confirmed, depending on the kind of error reported the card should be moved to a specific phase. If there are missing materials, the logistics team should evaluate and send it to the customer. If there are damaged parts of the delivered item they should evaluate it and send a replacement.

Next, there is a manager and the director’s approval.

And to close the report the customer services rep responsible should fill out a description of the root problem’s cause for future improvements.

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With Pipefy I can improve my customer onboarding process experience on a daily basis because I have a timeline of what happened to each customer, who helped, when, etc. Now I know exactly why a client is delayed and who is responsible for what. Also, I can easily find all the history of this client. From a manager’s perspective, it’s a great way of improving our customer experience.

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