Gestion des envois fractionnés - BLUEPRINT – Zendesk Travel Demo

Introduction

At Gymshark, we strive to deliver our products efficiently and accurately. However, there are instances when a customer's order may be shipped in multiple packages, known as split shipments. This article provides guidance on how to handle customer inquiries related to split shipments.

Understanding Split Shipments

Split shipments occur when:

An order contains items that are stocked in different warehouses.
Certain items in an order are pre-order or back-ordered.
The order contains a mix of items with different processing times.

Key Points:

Transparency: Customers are notified if their order will be split.
Tracking: Each package has its own tracking number.
Billing: Customers are only billed once for the entire order, not per shipment.

Procedure for Handling Split Shipment Inquiries

Step 1: Verify the Order Details

Access the customer's order in the CRM system.
Confirm that the order was intentionally split and not due to a packing error.

Step 2: Explain the Reason for the Split Shipment

Clearly communicate to the customer why their order was split.
Assure them that this is a common process to expedite delivery.

Step 3: Provide Tracking Information

Supply the customer with tracking numbers for each package.
Guide them on how to track each shipment online.

Step 4: Set Expectations for Delivery

Inform the customer of the expected delivery dates for each package.
Explain that the items may arrive at different times.

Step 5: Offer Reassurance

Reassure the customer that they will receive all items as ordered.
Confirm that there are no additional shipping charges for split shipments.

Step 6: Document the Interaction

Make detailed notes of the interaction in the CRM system.
Tag the conversation appropriately for future reference.

Frequently Asked Questions (FAQs)

Q: Will I be charged more for shipping if my order is split? A: No, you will not incur additional shipping charges for split shipments. The shipping fee you paid at checkout covers the entire order, regardless of the number of shipments.

Q: Can I choose to have my items shipped together instead of in split shipments? A: Due to inventory and processing logistics, we may not be able to accommodate requests for combined shipping. Split shipments help us get each item to you as quickly as possible.

Q: What happens if one of the packages in my split shipment is lost? A: In the rare event that a package is lost, please contact our customer support team. We will investigate the issue and ensure that you receive your item or a suitable resolution.

Conclusion

Handling split shipments with care and clear communication is essential to maintaining customer satisfaction. By following these steps, you can provide exceptional service and reassure customers that their orders are being handled with attention and efficiency.

Remember to always be understanding, patient, and helpful, as split shipments may sometimes cause confusion or concern for our customers. Your role is to alleviate these worries and ensure a positive experience with Gymshark.

Note: This article is for demonstration purposes and does not reflect the actual policies of Gymshark. Always refer to the company's most current policies and procedures.