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Orders Never Received-Lost in Trans

Orders Never Received-Lost in Trans - Always remember to...

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Orders Never Received Check tracking information in ATG. To do this, scroll down to 'shipping' and find the tracking number on the right hand side. Click the tracking number to be redirected to UPS tracking information page. If the status of the package is showing 'Delivered' but the customer has not received, we will NOT reship the package and we will also NOT refund. If the order total is LESS than $50.00, we can offer to send a Gift Card for a future order. If the order total is OVER $50.00, the ONLY option is for the customer to dispute the charges with their credit card company. There is nothing further we will be able to assist with. Lost In Transit If the tracking information indicates that the package was 'Lost in Transit' or there is no tracking information available after 10 days and beyond, we can offer to credit the order for Guest. Most times the order will eventually be returned to ULTA, but that could take several months.
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Unformatted text preview: Always remember to check ALL tracking information, including UPS & USPS before offering to credit the order. Order total $100.00 or LESS - Credit the order for the Guest and advise them they can place a new order. We can honor any discounts from the original order, simply advise that we can make that adjustment after the order ships, so they will need to phone back for us to issue the credit. Order total $100.00 or MORE - Please assign to alpine1 in Remedy for a Supervisor to issue the credit for the Guest. Remember, before you assign the ticket to a Supervisor, you are still responsible for checking all of the tracking information. Also, always remember to include the Guest Name, phone number and order number in your Notes. ANY order that were paid with PayPal or Bill Me Later, REGARDLESS of order total, should be directed to Rachelle Borso – [email protected] for resolution....
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