Missing, lost, or damaged shipment
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 director 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.