US - Return Status Request - Track Package Online

When the Requestor is requesting a status on their return, you must first check Zendesk to verify if there has been a ticket created by the Returns Team indicating the return has been processed. 

If after performing a search in Zendesk, there is no ticket ask the Requestor for the Tracking Number to check the delivery status of the item using the tracking number.

A tracking number is a unique code assigned to a package when it is shipped, allowing the sender and the recipient to monitor its location and delivery progress

Check the Delivery Status Using the Tracking Number

1. In a web browser, key in or paste the Tracking Number provided by the Requestor into the search engine field, as shown in the following image.

2. Then press the Enter key on your keyboard or click the magnifying glass icon to perform the search.

If the tracking number is correct, the page will display with the option to track the package.

3. Click Track.

   

   The tracking details will display.

   

   If this:	Action:
   If it has been less than 8 business days since the package was delivered to warehouse	Kindly inform the Requestor that their package has been received at our warehouse but has not yet been processed. Ask them to please allow 8 business days from the day their package was received at the warehouse for their return to be reviewed and processed. Script: “Ms/Mr.__________, I can confirm that we received your package on [date]. Please allow 8 business days from the day we received your package for our Return Team to process your return.”
   If it has been more than 8 business days since the package was delivered to warehouse	Inform the Requestor that their package has been received at our warehouse and that since it has been more than 8 business days you will be escalating their request to the Returns team. Ask them to please allow 24-48 hours for review and a response. Script: ”Ms/Mr.__________,  I can confirm that we received your package on [date] and since it has been more than 8 business days, I will be escalating your request to our Returns Team. I apologize that we do not have information on your return at the moment. Please allow 24-48 hours for our team to review and provide a response." In Zendesk: Assign the ticket to Stefanie Fish in the Returns Operations/Stefanie Fish group. Add your Team Lead/Supervisor as followers. Tag Stefanie Fish in your internal note and state the reason for escalation using the following template: >Template begins< Consultant [123456] stated she returned item [4375], MO [612541] due to a [reason for return] and is requesting information. After thorough review, could not locate the return ticket for this item although the tracking number indicates the item was delivered to Princess House on [Date delivered to PH ]. Reaching out for your support as the item was delivered over 8 business days ago. The tracking number is: [Tracking Number]. Please advise.  >Template ends<  Update the status to Ready for Returns Operations