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.

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Template structure

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  1. Invoiced customer
  2. Email
  3. Contact name
  4. Contact’s phone
  5. Incident type
    • Shipping damage
    • Missing or lost goods
  6. Reason
    • Shipping damage
    • Defect
    • Shipping pendency
    • Missing goods
    • Missing parts or accessories
    • Delivered and invoiced goods quantities diverge
  7. Attachments
  8. SKU
  9. Item total value
  10. Packaging and goods condition
    • Package open with damage. Product in perfect condition unused.
    • Package open with damage. Product tested.
    • Package open without damage. Product in perfect condition unused.
    • Package open without damage. Product tested.
    • Flawless sealed package.
  11. Incident details

Request analysis

  1. Responsible Customer Services member
  2. Request acceptance
    • Accepted
    • Not accepted
  3. Reason for accepting or refusing the request

Stock and carrier check

  1. Logistics analyst
  2. Incident check and error confirmation
  3. Error confirmation
    • Confirmed
    • Not confirmed

Lost/missing goods analysis

Damage assessment

  1. Product photo
  2. Invoice
  3. Carrier
  4. Solution
    • Replacement
    • RMA
  5. RMA/replacement approval
    • Approved
    • Not approved

Missing goods shipping

  1. Replacement request number

Management or board approval

  1. Coordination/board
  2. Coordination approval
    • Approved
    • Not approved
  3. Coordination’s notes
  4. Board approval
    • Approved
    • Not approved
  5. Board’s notes

Root cause and conclusion

  1. Damage/loss root cause
  2. Conclusion notes
  3. Conclusion documentation



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