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 Order status appear as returned to sender, lost, delivery attempt failure, delivery time expires, package destroyed. 

 

1. Send the information of the clients order as much follow-up as possible where can be perfectly seen that the order is with that STATUS.

 

2. Send the post office information to the client (Post office phone number, email address...) (In any case it is possible to be trackable in the post office and let the client contact them)


3. Generate the AliExpress dispute for a REFUND, mention that you have not received the item and have customs problem in AliExpress dispute. You also upload evidence such as a screenshot that the order was returned in the AliExpress dispute and you send it (All the possible evidences, of 17 track, CAINIAO, YunExpress among others where it mention the STATUS of the order either "returned to sender", "Attempted Failure" or "Destroyed" to win the dispute. 


4. Send this to the supplier with the customer's order number and email: “Dear, this order appears as returned, please refund it as soon as possible, already opened a dispute. As well please let us know the cause of why this order has been returned, we await for your response as soon as possible to reorder or refund our client "

 

5. Let the customer know you check with the supplier and that please not to
worry.

 

Once you ask the supplier about the order in Aliexpress, and gives you a response (Supplier answers from 8 pm- 12 am EST.) 

 

  • Supplier may offer to resend the items, if that is the case, do not accept let the    supplier you will reorder the items in the case client still wants the order. 

 

  • After a positive response from the supplier. Already can refund or send the order  again instantly, because in AliExpress when is "Returned to sender" or "Items    destroyed / disposed" is presented, it is a safe refund in aliexpress IF the evidence provided in the dispute is correct (Always be aware of the most possible correct evidence about the logistic problem).

 

  • Supplier may advise us to contact the post office, let the supplier know it has been done and we would like to receive a full refund as soon as possible. 

 

Then... depending on the client conversation: CASE A or CASE B

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Cases (A)


<< IF THE CUSTOMER SEEMS CALMED AND ASKS ABOUT THE STATUS: >> THIS TEMPLATE IS USED:

 

NOTE: Ask customer to confirm address: 

Contact the client and let him know we can help him resend the order in our fastest shipping method. (Copy and paste in the email the clients address and ask him to confirm it) because we are going to resend the order. After confirming it please let the quality department know.

 

(Use it as a template) depending on the CASE:

 

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“We already contacted our distributor, that is correct; the order appears as returned. We will proceed to resend the order as soon as possible, no worries we will give priority in your new parcel.

Hope you understand the situation at this point. We want to give the best experience during your purchase.

We will send you the new tracking in the next few days. "

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CASE (A)
Send our support team a message to request the order again via Monday.com/salck/email/whatsapp.

MENTION THE SUPPORT TEAM IT IS A RETURNED TO SENDER, LOST OR DESTROYED PACKAGE ORDER TO REQUEST.

 

 

 

 


CASE (B)
<< IF THE CUSTOMER MENTIONS THAT THEY WANT A REFUND WHEN ASKING ABOUT THE STATUS: >> THIS TEMPLATE IS USED:

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”We already contacted our distributor, that is correct; the order appears as returned. We can proceed to resend the order as soon as possible, no worries we will give priority in your new parcel.
Hope you understand the situation at this point. We want to give the best experience during your purchase.
Please let us know if you want us to resend the order as soon as possible. "

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CASE (B)

WAIT for the client to ANSWER, if the client asks for the refund to be made, then reimburse it.


If the client asks you to please send his PRODUCT again or no response since a while, then you follow the steps of asking our support team to reorder the item(s) from step A.

 

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NOTE: For the orders that needs or client wants it to be resend, confirm the address with the client and let the quality department know & edit the address in shopify in the case client placed a wrong address. In this way the delivery would be successful.