Breakages

Breakages

Every year we send thousands of parcels via Australia Post’s Wine Parcel network. This is the most efficient and cost effective method of delivering our types of parcels Australia wide. We have an average breakage rate of less than 1% over all our parcels, which is quite low but breakages can cause headaches both for us and for our customers.

Three types of breakages

1. Breakages where we are informed by Australia Post that this is being returned to us. This is the default course of action that is meant to take place by Australia Post but doesn't always occur. As soon as tracking information confirms that it is on its way back to us a replacement pack is to be sent to replace the whole order.

A. As soon as the email is received by Australia Post that the parcel is broken and being returned this email should be sent to [email protected] so we have a combined record of everything that is happening relates to this parcel.

B. Go into Bigcommerce and in the order notes record the date, person's initials and the issue e.g. 14/01/16 RK - Parcel damaged - awaiting parcel return, replacement to be sent out. Do the same in Teamwork Desk.

C. Print out the order and packing slip, make a note on order with the date, initials and issue (same as at C). Put the order through POS and discount by the amount of the order so that the total is $0 - In the notes record the standard order notes but on the last line include - Replacement for damaged order previously sent.

D. Get this packed with the rest of the orders.

E. Send off - in Bigcommerce in the order notes record the date, person's initials and the fact this has now been sent out e.g. 14/01/16 RK - Replacement parcel dispatched, awaiting damage parcel. Do the same in Teamwork Desk

F. Once the damaged parcel is received the stock should be returned to the system via POS - this should only enter sellable product. Include the standard order details and the last line "Damaged stock returned by RSA". The total should be $0 and charged to the Beer Cartel account. In Bigcommerce in the order notes record the date, person's initials and the fact this has now been returned e.g. 14/01/16 RK - Damaged parcel returned. Do the same in Teamwork Desk

Once the damaged parcel is returned to us (or as soon as tracking information confirms that it is on its way back to us) a replacement pack is to be sent for all the beers, i.e. an entire replacement of the whole order. A note is to be made in the internal notes section of the order online through the back end of the website stating that the parcel has been damaged and a replacement one has been sent. If a replacement is sent before the damaged parcel is returned, then upon the return of the damage parcel an additional note needs to be added stating that it has been returned.

2. Should the parcel be returned to us without Australia Post first notifying us of a damaged parcel follow the steps B-F in (1) above.

3. The parcel even though being broken by Australia Post and them being aware of this they still deliver it to the customer. In this situation Australia Post have failed to deliver upon their contractual obligations. Typically in this instance an apology is made to the customer informing them that Australia post were meant to have sent this back to us and once notified we send out a replacement parcel. Where this has occurred we can offer the customer the following options:

1. Credit for the goods damaged (plus a little bit more)

2. Send out the goods damaged

3. Provide a refund (only offered if customer is not happy with first two options).

All communication should be recorded in Bigcommerce order notes (record the date, person's initials and the issue e.g. 14/01/16 RK - Damaged Chimay Glass, replacement to be sent out) as well as Teamwork Desk by including [email protected] on any emails.

To check the status of a delivery

Go to Australia Post https://online.auspost.com.au/eParcel/common/auth/login.do

Click Search > Search for Consignments

In Consignee Name enter the full name of the person who the parcel was being delivered to - needs to be exactly the same as in Bigcommerce - Click Find Now

Select the tickbox and click Track

If a customer would like to track their delivery they can also do this by searching "australia post track" this should then take them to auspost.com.au/track/track.html - they would then enter the consignment number (should have been previously emailed to them when parcel was sent) and then click search. They are able to subscribe to receive notifications of changes to the delivery status if they would like.

To check a delivery in AusPost Archive go to: https://eparceltrack.auspost.com.au/external/webui

UserName: u14704

Password: See Lastpass - updated every 60 days

Issues

Should you have any issues that you need to contact Australia Post about about any issues then follow the steps below:

Select Create New Enquiry and record details within this.

Should you need to contact Australia Post and speak to someone directly:

Account holder contact: 13 11 18

Damage team phone number: 1300 795 741

Email: [email protected]

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