It may happen that the delivery service notifies us of an incorrect address upon delivery of a package. In that case, the package will be returned to our warehouse. We will then adjust the customer's address and resend the package.
Find the Order on Refine > Orders
Look up the A-number in Sendcloud and get the Track & Trace.
Check if Google Maps recognizes the address:
If customer chose to deliver to a service point: Check if there have been problems with the service point, it is probably a better idea to just deliver the next delivery to the customer's address
If customer chose to deliver to a home address: check with the customer what the correct address should be. Send the current address that is known to us to be sure.
If the package is on its way back to us OR it is already there: Check if the return has already been registered in Company Orders and Returns. If not, you can add it yourself. If so, your colleague from the returns department should have put it in the sheet and/or sent a message.
Please note: we always wait until it has been returned to us before we send it again.
Create new shipment with correct address
Find the Order on Refine > Orders
In Edit Order > Shipment, click Edit to correct the address
After updating the address, click + Recreate shipment button
In Slack #cs-handling channel, write:
A-number | product name | address updated in Refine. Send againClick the tracking number, it will open the Track & Trace. Send the customer the tracking link of the label. Done!
