Australia Post Damage Report

This page describes the process when we encounter an AustPost Damage Report. These are for items AustPost report as damaged in-transit and are being returned back to our warehouse.

For such scenarios, we await for the order to arrive back at our warehouse thence the time to action a refund or replacement depending on the situation.

• • Subject line looks like this: Australia Post - New Comment for Case: 39833960

  • Sample email body:

    • Australia Post

    • Help & Support

    • Reference number 39833960

    • There is an update to your enquiry

    • Hi there,

    • Case Number: 39833960

    • Tracking Number: XT7007951801000938204

    • Your reference: Craig Doran April Replacement

    • Customer Name: CRAIG DORAN

    • Customer Delivery Address: 4110 NELSON BAY RD,ANNA BAY,NSW 2316,Australia

Process Steps:

1. Send the Damaged - AusPost Notification response template.

1. Go to Slack and enter the order details to #beer-cartel-urgent-order-updates channel

2. Format:

3. Order# (CustomerName) - Damaged - AustPost Notification

4. Tracking#: xxxyyyzzz

5. Case: (enter case# indicated on AustPost notification) > hyperlink to Reamaze enquiry

6. BigCommerce/Shopify: (enter link to the order)

7. • Please resend

8. @Conor @Marc Griffiths

9. Log in to the Trello Board ( https://trello.com/b/yd6QbCv9/australia-post )

10. Create a new card under column 5 (Awaiting Return of Damaged Parcel)

11. Card title should be BC/BQ Order#

12. Copy and paste the details from Slack to this card.

13. Monitor progress daily.

14. Update customer accordingly.

15. Once completed, move the Trello card to the Completed column.