What is an Order
An order is created when a customer purchases products on Prioont. You can identify an order with A-number (i.e. A250318875304)
Where do we sort Order record
You can find all Order records on Refine > Orders.
A customer has purchased a device, but has not (yet) received it.
We always have a waiting period of 10 days after the package has been registered with the parcel service. If the customer emails within these 10 days, use the macro 'Package not yet received within the first 10 days'.
The customer has not heard from us after 10 days
Then use the macro 'Package not received after 10 days'. In this macro we request various documents that we previously needed to file a claim with the insurance company. At the moment (March 2025) we do not do that, but it is still good to request these documents so that we can at least validate the credibility of the customer a little more. The next step is that we start an investigation at SendCloud. In the meantime, snooze the ticket for a week so that you can check the status of the investigation after a week. If we have not heard anything from SendCloud after a week, we will send a request for an update. In principle, we always have to wait for the investigation results from SendCloud before we can take action towards the customer.
Start research at Sendcloud
Step 1: Find correct A-number
If the customer did not send this in their message, you can also just look up the sale using the email address. Go to Refine > Orders paste the email address in the search bar. Please be careful to use the correct A-number if the customer has made multiple purchases.
Step 2: Create ticket on SendCloud
All shipped purchases can be found at Shipping > Shipped. If something has not yet been shipped, you will not find it here, but at Created labels.
Click on the "eye" icon.
Click on the Customer Service dropdown menu at the top right. Choose the reason why you are contacting us:
Delivered - not received: the customer must fill out a claim form. You can find this at the bottom of the page if you have chosen this option. Send the claim form to the customer. Only when you have received the form back can you start the investigation.
Delayed: fill in the details:
Dimensions: always enter 25 x 25 x 15
Description of the parcel: the type of device (go back to the sale in Refine and click on SKU Items)
Exterior: card board box with Prioont label
Sales invoice: we have to create this manually, see this article
Go back to the SendCloud Customer Service page with all tickets and open the ticket you just created. SendCloud has now sent us an automatic response. We will respond to that with this text:
Dear team SendCloud,
Please find out with the carrier what the status of this shipment and when we will receive. We’d love to have it delivered asap.
Thanks!
Kind regards,
When Sendcloud then sends their (standard) message with the small compensation, we do not agree with that. Of course we always want the package to end up there (or to be reported as 'lost', so we can claim it from the insurance). That is why we respond with this text:
Dear team Sendcloud,
Thanks for the feedback!
Since PostNL/DPD/DHL has not started an investigation yet, please make sure they do proper research and come back to us with more information. Of course we'd like to have the package delivered asap instead just of go with a small compensation.
Keep us updated!
Thanks in advance.
Kind regards,
After this, we will (probably) have to ask them regularly for an update. Make sure you keep snoozing your ticket in Intercom, until you have a conclusive answer to your question. Until you have that, we cannot claim it from the insurance.
For ongoing investigations, go to SendCloud 'Support' by clicking on Support at the bottom left of the menu. To look up an ongoing ticket, you will need the Sendcloud ticket number or the tracking number. Copy this into the search bar of Shipments or Sendcloud platform to find the specific ticket.
Refund customer
Normally we wait for the outcome of the investigation (i.e. they decide for themselves that the package is lost) before we proceed with the refund.
If the customer has been waiting for a response for a long time, you can choose to pay the customer anyway, even if you are not sure whether the package is lost. It is important that we try to rule out fraud as much as possible. If fraud is suspected, we ALWAYS wait until we have the results of the investigation. In addition, it also depends on the costs > for devices above €300,- we also always wait for the results of the investigation.
Important: for lost packages with a value of more than €300, we ALWAYS ask for proof of ID and proof of report.
When we are going to pay the customer (in advance):
Look up the A number in Refine
Email Kimm the process the refund: provide the "Order number" and "Stripe charge" id to Kimm, head of finance
Send the customer the macro 'Research completed → everything has been provided by the customer → pay out and complete yourself with insurance' OR 'Research completed + customer has provided everything. Amount is less than €300,- > Pay out'
Submit a case to the insurance company
Currently we cannot submit claims to insurance unless the total costs exceed €1000. However, we do keep a list of all lost packages, so that we can keep track of this. You can do this in the document Insurance Cases CS.