Brewquets: Incorrect Address Entered by Customer

This page describes the process on how to handle cases where a customer incorrectly enters the shipping address for a Brewquets order.

Possible Causes:

• • Auto-filled data due to browser settings

  • Misspells address / typographical error

  • Emergency change of mind due to recipient being away

Process:

If before 9AM AEST cut-off:

• 1. Crosscheck supposed address customer indicates (may Google to be sure).

1. Message Carly (@Brewquets) in #brewquets-urgent-order-updates Slack channel.

2. Format:

   1. • Order# (Customer Name) - Change Address

      • Updated address in Shopify (link to Shopify order)

      • See enquiry here (link to Reamaze)

        • tag - @Brewquets @Geoff Huens

3. Once acknowledged that it's done, inform the customer accordingly.

• Note: If past 9:30AM deadline and the address is incorrect, we will have to wait for the item to be returned back to us until we send a replacement...

Past cut-off process:

    Pre-requisite reading:

• https://brewquets.com.au/pages/delivery

• Should a re-delivery be required as a result of an incorrect delivery address being provided, parcel refusal by the recipient or the parcel not having been collected from the local Post Office in time, a redelivery fee will be charged as well as a $10 return to sender fee, charged to us by Australia Post for all returned parcels.

    Important Notes:

• We can only reship once it has been returned to us (at the moment it is only marked as Return To Sender).

• If the Redirect option on Australia Post tracking has been offered, reiterate that this is not a guarantee.

• Send heads up to the customer regarding the timeframe of return to us and a new shipment (+-2weeks depending on location)

• Payment link for reprocessing can only be sent once we have received the returned parcel.

Example response:

"I'm sorry to hear that your redirect was not successful, unfortunately there is never a guarantee they will be able to intercept the parcel while in transit.

Once the parcel is returned to us (should be in the coming days) we can ship it out again but please note there is a $10 return to sender fee (charged to us by Aust Post) plus a $10 shipping fee for the re-delivery to the new address.

Once the parcel is returned to us we'll reach out with a payment link for the above."