Cx didn’t receive; Shows as delivered
It has come to our attention that, in order 112-2881405-1873027, a customer has not received the item they ordered.
However, this order was shipped and delivered prior to Amazon's mandated "Ship by:" & "Deliver by:' date. Please see the fulfillment history below.
HISTORY:
Purchase with shipped with Lasership tracking number 1LSCYM10006N5FB, purchased through Amazon.
Customer purchased product on Wed, Feb 24, 2021.
Posh Decor Home shipped product on Thu, Feb 25, 2021.
Lasership tracking shows as delivered on 02/26/2021
Lasership indicates product is delivered.
AMAZON INR POLICY STATES:
Beginning on May 1, 2016, Amazon policy states:
Product shipped with tracking—in transit
You will not be held liable (when an order was not delivered by the end of the EDD range) if:
The order was shipped within two business days from the date of the order.
Tracking information shows an expected delivery in the near future.
COLCLUSION:
Lasership tracking clearly states order was delivered prior to the date the INR claim was made.
Item was shipped one day after order was received.
Amazon refunded from my account.
Posh Decor Home follows Amazon’s INR and Return Policies and expects Amazon to do the same.
Please reimburse my account the $23.99.
Cx requested return; Posh never authorized:
It has come to our attention that we failed to authorize a customer return and provide a prepaid return label for order ID 112-2881405-1873027.
ROOT CAUSE OF ISSUE:
We have recently gone through a transition in which we have changed account managers. Unfortunately, there was a period of time dating from DATE to DATE in which our previous account manager had to attend to an unexpected medical issue and was unable to authorize this return request. However, prior to his medical issue, he made sure to be very active in authorizing all valid customer return requests. This was simply an issue of timing and will certainly not happen again.
We have recently gone through a transition in which we have changed account managers. Unfortunately, it seems our previous account manager was under the impression that, in this case, Amazon has issued a prepaid return label for the customer. However, I am now seeing that this was not the case. This will certainly not happen again as I, the current account manager, will make sure to always provide a prepaid return label myself rather than asking Amazon to perform this service.
CORRECTIVE ACTION TAKEN:
Although we are very much capable and willing to provide this customer with a return label, it is clear that doing this would not be in the best interest of the customer as they have already received a refund and there is no need for them to return the product. Therefore, for the customer's sake, we believe that we should not take any further action that could potentially result in the customer being upset. Of course, if Amazon suggests that there is anything we can do to make up for this mistake we would be happy to do that.
PREVENTIVE MEASURES TAKEN:
Going forward, I will actively check our "buyer messages" page and the "Mange Returns" page on a daily basis. I will always make sure to authorize return requests and, more importantly, provide a prepaid return label immediately after they are seen. Sometime in the near future, I plan on bringing in somebody that will have the responsibility of monitoring return authorization requests so there will then be two people (new team member and myself) monitoring this crucial customer service component. I believe that these steps will ensure that no valid customer return request will ever go unauthorized again.
Issued Refund; Didn't process
It has come to our attention that a refund we have issued for order #111-1937239-2569004was not processed and received by the customer. However, as can be seen in the order details, we issued a full refund of $39.29. If the refund didn't process after we selected, the "Refund Order" button, then this is an error on Amazon's end and we are not responsible for the refund not being successfully processed. Please understand that this should not have an effect on our order defect rate as we have done exactly what is required on our end (issue a refund) and we are not responsible for this refund error. Thank you. .