Beer Cartel Query Management

Step-by-Step Process:

1. Check the Order Status:

   • Navigate to the order page to find the order details (e.g., order status, tracking number, etc.).

2. Track the Shipment

• Use the tracking number to check the shipment status on the respective courier platform:

  • Australia Post Tracking

  • Aramex Tracking

3. Check the Reason for Return

• If the shipment is marked as "Returned to Sender," determine the reason for the return:

  • Damaged in Transit:

    • Update the return tracker to reflect the issue.

    • Share the relevant details on Google Chat with the BC-BQ Urgent (Fulfillment) group:

      • Include:

        • Gorgias ticket link.

        • Big Commerce order page link.

      • Add a note/remark summarizing the issue and tag:

        • Joel Croucher

        • Sandeep Alla

    • Request a replacement shipment to be created.

    • Wait for the Fulfillment team’s response.

    • Inform the customer of the resolution steps and timeline.

  • Address Issue/Unable to Deliver:

    • Contact the customer to confirm or update the shipping address (e.g., missing unit number or incorrect address).

    • Share the relevant details on Google Chat with the BC-BQ Urgent (Fulfillment) group:

      • Include:

        • Gorgias ticket link.

        • Big Commerce order page link.

      • Add a note/remark summarizing the issue and tag:

        • Joel Croucher

        • Sandeep Alla

    • Request the shipment to be reshipped or redirected.

    • Update the return tracker.

    • Wait for the Fulfillment team’s response.

    • Inform the customer of the resolution steps and timeline.

Handling Damaged or Incorrect Products

1. Damaged Product

• Step 1: Request Pictures

  • Ask the customer to provide clear pictures of the damaged product.

• Step 2: Review the Damage

  • Check the pictures to determine the extent and type of damage.

• Step 3: Notify the Fulfillment Team

  • Share the details with the BC-BQ Urgent (Fulfillment) group on Google Chat:

    • Attach the pictures and provide a brief summary of the issue.

    • Tag:

      • Joel Croucher

      • Sandeep Alla

  • Document the issue in Gorgias using internal notes for reference.

• Step 4: Await Fulfillment Team Response

  • In most cases, the Fulfillment team will respond directly to the customer.

  • If the agent is asked to respond:

    • Follow the instructions provided by the Fulfillment team.

    • Update the customer accordingly about the resolution steps.

2. Incorrect Item

• Step 1: Request Pictures

  • Ask the customer to provide clear pictures of the product received.

• Step 2: Notify the Fulfillment Team

  • Share the issue details in the BC-BQ Urgent (Fulfillment) group on Google Chat:

    • Provide the order details and a description of the incorrect item.

    • Tag:

      • Joel Croucher

      • Sandeep Alla

  • Document the issue in Gorgias using internal notes for reference.

• Step 3: Await Fulfillment Team Response

  • In most cases, the Fulfillment team will respond directly to the customer.

  • If the agent is asked to respond:

    • Follow the instructions provided by the Fulfillment team.

    • Inform the customer about the steps being taken to resolve the issue.

When a customer expresses a desire to return an order, follow these steps:

1. Understand the Reason for Return

• Politely ask the customer for the reason behind the return.
  Common reasons could include:

  • Dissatisfaction with the product.

  • Incorrect item received.

  • Damaged product.

  • Changed mind (if within the return policy).

2. Verify Eligibility for Return

• Check the Order Date: Ensure the return request is within the 7-day return window from receipt.

• Condition of Items:

  • Beers: Verify if all bottles, including empties, can be returned.

  • Non-beer items: Confirm the product is unused and in a saleable condition.

3. Provide Return Instructions

• Share the return shipping address:
  Beer Cartel
  6 Burilda Cl, Wetherill Park NSW 2164

• Advise the customer to include the following in their return package:

  • Order Number (if known).

  • Name and Address.

  • Description of the Items Being Returned and the reason for the return.

• Inform the customer that they are responsible for return postage costs unless the return is due to a damaged or incorrect item.

4. Update the Customer

• Inform the customer of the next steps:

  • If eligible, let them know the refund will be processed upon receipt and inspection of the returned items.

  • For damages or incorrect items, confirm if a replacement or refund will be issued and provide a timeline.

Here’s a refined process for handling a customer order cancellation due to errors or incorrect orders:

1. Initial Step: Check Order Status

• Check if the order has been dispatched:

  • If dispatched, inform the customer that the order cannot be canceled or modified.

  • If not dispatched, proceed with the next steps.

2. If Order Not Dispatched:

• Share details with the BC/BQ Fulfillment Group on Google Chat, tagging Joel and Sandeep Alla.

  • Include the Gorgias ticket link and the BigCommerce order link.

  • Add remarks stating "Not to dispatch the order".

3. Wait for Approval:

• Wait for confirmation or go-ahead from Joel or Sandeep Alla before proceeding.

4. Respond to the Customer:

• Once approval is received, reach out to the custmer to inform them that the cancellation request has been processed.

• Offer Refund or Store Credits as the available solutions.

5. If the Customer Requests a Refund:

• Process the refund via Braintree or Afterpay, depending on the original payment method.

• Document the Refund:

  • Update the BigCommerce order status to reflect the refund.

  • Update the Gorgias ticket with details of the refund.

6. If the Customer Opts for Store Credits:

• Update the customer profile in BigCommerce with the store credit details.

• Document the Store Credit in Gorgias accordingly.

7. Record the Refund/Store Credit:

• Enter the refund/store credit amount in the Refund Sheet on the BC/BQ Master Sheet for record-keeping.

This process ensures clear documentation, proper communication with the fulfillment team, and accurate record-keeping for both refunds and store credits