This process is done when Princess House shows a delivery date on the order, but the Requester is claiming they did not receive it or that it was misdelivered by the delivery service. We refer to these types of claims as Denials.
Tracking Log
Denial claims must be added to the Tracking Log under the appropriate tabs. Always verify the tab and add the package details to the CORRECT tab. Adding it to the wrong tab may result in a delay in resolving the Requester's issue.
| Delivery Service | Tab in the Tracking Log |
| FedEx |
Requester Reports They Did Not Receive the Order
If a Requester is reporting to have not received their package, you must do a thorough investigation prior to submitting a Denial in the Tracking Log.
Obtain the Order Number from the Requester and verify Order and Tracking Details:
- Delivery date and time
- Delivery location (front door, mailbox, office, etc.)
- Signature information (when available)
- Was it a part of the order (box) that they did not receive or the full order?
Important:
If there are multiple packages, you must ask the Requester which one they are claiming was not delivered. You may need to obtain the tracking number that they are referring to.
- Is the order marked as delivered or still in transit?
- If in transit inform the Requester the order/box has not been delivered.
- Is there proof of delivery (image)?
Confirm with the Requester if they have checked:
- Their mailbox and usual delivery area
- Neighbors
- Apartment office / front desk
- Household members
Important: If the carrier did not provide proof of delivery, skip the Proof of Delivery section.
Proof of Delivery
If the carrier provided proof of delivery you must review the images:
- Is the image clear?
- Look up recent orders that have been delivered to the same location. Do the delivery locations match?
- Is the package/box(es) visible in the image?
- Does it clearly show the background of the delivery location?
- Does it show the packages too close up that it prevents from identifying where it was delivered?
- Is the image too blurry to confirm whether or not the package was delivered?
- Has the carrier delivered to this location before?
Important: Make sure to include your findings in your internal note.
1st Denial
Reported Within 5 days of delivery
For any claims reported within 5 days of delivery, use the following table to determine your next step.
| Value | If clearly delivered to correct address | Action | Time frame |
| Retail value is less than $50.00 | Review history of Consultant for pattern of similar incidents |
| 7-10 business days to arrive |
| Retail value is $50.00 and $200.00 | Inform cannot guarantee approval if there was no Signature Required |
| 10 -14 days for review and response |
| Retail value is over $200.00 | Inform cannot guarantee approval if there was no Signature Required |
| 10 -14 days for review and response |
Important:
Inform the Requester:
| |||
| * Reviewing the Consultant’s history means that you need to review the Consultant’s CMF and also Commerce Manager to see how often they have reported similar cases and whether exceptions have been made | |||
Reported past the 5 days of delivery - Delivered to Incorrect Address or No Image Proof of Delivery
Use the following table to determine your next step for any claims reported past the 5 days of delivery:
- Clearly delivered to the incorrect address (based on the image proof)
- Delivery image is not clear (cannot determine location of delivery/blurry image)
- No proof of delivery was provided
| Value | Action | Time frame |
| Retail value is less than $50.00 |
| 7-10 business days to arrive |
| Retail value is $50.00 and $200.00 |
| 10 -14 days for review and response |
| Retail value is over $200.00 |
| 10 -14 days for review and response |
Important:
Inform the Requester:
| ||
Reported past the 5 days of delivery - Delivered to Correct Address
For any claims reported past the 5 days of delivery where the package/box was clearly delivered to the correct address:
- State our policy to the Requesterfor reporting these types of incidents
- If it is a Consultant, offer to guide them to the location of the policy in Consultant's Corner.
If the Requester insists for an exception:
- If a Consultant, review their history to identify if there is a repeated pattern of this behavior.
- Obtain the best contact information
- Submit a Denial in the Tracking Log
- Escalate to your TL/Supervisor for review
- Remind Requester that an exception or approval is not guaranteed.
Important:
- Recommend that they add Signature Required service to orders to ensure packages are delivered directly to a person at the delivery address.
- Make sure to include your findings, including images of the delivery, in the internal note to help support your decision.
FedEx Outcome of 1st Denial
Once FedEx has responded with their decision:
- A member of the FQS team will add FedEx's decision in the corresponding Support ticket.
- You must contact the Requester and notify them of the outcome.
| Possible Outcome | What this means | Action |
| FedEx confirms non-delivery and approves claim | FedEx approves the claim. |
|
| FedEx confirms delivery and denies claim | FedEx internal investigation determined the package was delivered. |
|
Requester Unsatisfied with FedEx's Decision
If the Requester's claim was denied and they disagree with the outcome and insist on a 2nd review, you can submit a 2nd Denial.
Important: You must inform the Requester that it is not guaranteed they will approve the 2nd denial
2nd Denial
A 2nd Denial can be submitted when FedEx determines the package was delivered to the correct address but the Requester is still claiming they did not receive the package.
You can re-submit their request for a 2nd Denial by performing the following steps:
- Re-add the details in the Tracking Log
- Indicate 2nd Denial in the DNL/Tracer column
- Inform the Requester that you will need a different phone number to submit a 2nd Denial.
- If they indicate they do not have a different phone number, you must add this information in your internal note.
Important: Not asking for an alternate phone number or not adding the information in the notes will result in FedEx not opening a 2nd Denial.
- Advise the Requester the investigation can take 10 - 14 days.
FedEx Outcome for 2nd Denial
Once FedEx has responded with their decision:
- A member of the FQS team will add FedEx decision in the corresponding Support ticket.
- You must contact the Requester and notify them of the outcome.
Important: If the claim is denied and the Requester requests another review, this cannot be done. Do not submit a claim for a 3rd Denial
Claims Denied
If the claims is denied and the Requester is unsatisfied with the resolution, you can escalate to TL/Supervisor for review to determine if they can approve an exception.
Comments
0 comments
Please sign in to leave a comment.