Getting customer complaints about damaged products or missing items can be frustrating. We understand that customer satisfaction is your ultimate goal, and we strive for 100% order accuracy.
If you or your customers have encountered any damages or missing items with your recent purchase, we want to resolve the issue swiftly. You'll need to contact your account team, but before you do, please follow the steps below to ensure a smooth resolution process.
Step 1: Gather Order and Tracking Information
Gather the necessary order details for a smooth resolution.
Make sure you have the correct order number for reference.
Get the tracking number, if available.
Step 2: Gather Detailed Information
To expedite the investigation and resolution, it's crucial to provide your account team with comprehensive information. Include the following details:
Photographs
If available, please take clear photos of the damaged product(s), capturing the extent of the damage.
Include close-ups of any visible defects or issues.
If applicable, photograph the entire packaging, ensuring all labeling on the box is visible even if the box does not look damaged. The information on the box labels helps with an investigation.
Description of Received Items
List the items with part numbers that were received.
Provide details on the condition of each item.
Items Missing
If any items are missing from your shipment, specify by part number which ones were missing.
Step 3: Contact Your Account Manager
Once you've gathered all necessary details, you want to bring all information to your designated Account Manager. They are your first point of contact and can assist you with any issues, including damaged shipments and missing items.
Step 4: Resolution Process
Once your Account Manager has received the necessary information, they will initiate the resolution process. This may involve coordinating with the shipping carrier, arranging for replacements, or issuing refunds as appropriate.