Lost Package Exercise

LOST PACKAGE EXERCISE

By Team Thursday

Destination: Domestic
Order date: July 1, 2026
Reach out date: July 13, 2026

LOST OR NOT?

Multiple Choice

Lost or Not? What’s the Appropriate Resolution?

• Lost. The package is beyond the 3–5 business day delivery promise. Process replacement.

• Not lost. It's still within the 3–5 business day SLA. Weekends aren’t counted, so set expectations.

• Not lost, just delayed. Tracking shows movement. Advise the customer of the updated ETA.

• Likely lost. Contact the carrier for more information on the package’s progress.

Destination: Domestic
Order date: May 23, 2025
Reach out date: June 05, 2025

LOST OR NOT?

Multiple Choice

Lost or Not? What’s the Appropriate Resolution?

• Lost. No tracking information after 3–5 business days. Submit an inquiry via the Lost Package Slack channel.

• Lost. Send the “Lost in Transit” template and inform the customer we've contacted the carrier and expect a response within 48 hours.

• Not lost. This is a case of wonderment—the customer received an order confirmation but no tracking info. Clarify and provide the details.

• Not lost. The purchase was made through an unauthorized website. Advise the customer to contact their bank.

Destination: Domestic
Order date: June 04, 2026
Reach out date: June 10, 2026
Added info: The customer checked their security camera and discovered that someone had stolen it.

LOST OR NOT?

Multiple Choice

Lost or Not? What’s the Appropriate Resolution?

• Lost. Empathize and send the initial “Tracking Shows Delivered” template. Ask them to check around their property and with neighbors.

• Lost. Empathize and send the follow-up “Tracking Shows Delivered” template. Offer to process a replacement and ask if they’d prefer a different shipping address.

• Not lost. The order was fulfilled and delivered successfully. Set expectations—unfortunately, we don’t cover stolen packages.

• Not lost. There’s no fulfillment issue on our end, but as a courtesy, offer $50 in store credit.

Destination: Domestic
Order date: May 22, 2026
Reach out date: June 12, 2026
Added info: It's been on this status since May 29, 2026

LOST OR NOT?

Multiple Choice

Lost or Not? What’s the Appropriate Resolution?

• Lost. There’s been no tracking movement. Submit a No-BOL inquiry via the Lost Package Slack channel.

• Not yet lost, but likely to be. Contact the carrier to confirm the status and let the customer know we expect a response within 48 hours.

• Lost. The status hasn’t changed in over 2 weeks since the order date. It’s unlikely to update—process a replacement immediately to show urgency.

• Not lost. Delayed tracking updates can take up to 5 business days. Ask the customer to wait within that timeframe.

Destination: Domestic
Order date: May 01, 2026
Reach out date: May 09, 2026

LOST OR NOT?

Multiple Choice

Lost or Not? What’s the Appropriate Resolution?

• Not lost. This is a fulfillment issue. Submit a request in the 3PL channel to ship the order immediately.

• Not lost. It’s a warehouse migration issue. Go ahead and process the replacement immediately.

• Lost. The package is lost in transit—tracking shows no movement despite fulfillment. Process a replacement right away.

• Likely lost. Stuck at label creation with no updates past the usual timeline. Contact the carrier and inform the customer we’ll follow up once we hear back. within 48 hours

Destination: International
Order date: June 06, 2026
Reach out date: June 12, 2026

LOST OR NOT?

Multiple Choice

Lost or Not? What’s the Appropriate Resolution?

• Not lost. International shipments can take 7–10 business days to show tracking activity. Since we’re still within that timeframe, set expectations accordingly.

• Lost. It's over 48 hours at ePost Global Processing Center status. Send initial template-No Bol

• Not lost. The order is still unfulfilled. Submit a “look into delay” inquiry via the 3PL channel, and inform the customer that we’ll ship their order as soon as possible.

• Lost. The tracking hasn’t provided any meaningful updates. Initiate Global-e ticket sharing for further investigation.

Destination: International
Shipping Address: Unterdorf 96403 Küssnacht am Rigi Switzerland
Order date: May 15, 2026
Reach out date: May 20, 2026

LOST OR NOT?

Multiple Choice

Lost or Not? What’s the Appropriate Resolution?

• Lost – The package was delivered to a completely different address. Acknowledge the error and get ready to process a replacement. Submit an inquiry to the carrier to understand what happened.

• Lost – Delivered to Germany instead of Switzerland. Although the countries are close, acknowledge the incorrect delivery and advise the customer to check in Villingen, Germany while preparing for next steps.

• Not lost – Germany is a common transit point for international orders. Let the customer know it's only a stop, and the package will continue on to Switzerland. Set expectations for the 7–10 business day international timeline.

• Not lost – The item was successfully fulfilled and shipped on our end. Since it was marked as delivered, advise the customer to reach out directly to DHL to resolve the issue.

Destination: International
Order date: April 15, 2026
Reach out date: May 09, 2026

LOST OR NOT?

Multiple Choice

Lost or Not? What’s the Appropriate Resolution?

• Lost – The last tracking update was on April 30. Let the customer know that it's been too long without movement, and we’ll go ahead and process a replacement right away.

• Lost – The local carrier appears to have lost the package, which explains the lack of tracking updates. We’ll need to connect with them for more details—provide the carrier’s contact information from our yellowpage so the customer can also follow up directly.

• Not lost – Start by initiating a ZD ticket sharing to get more information on the package status. Send the “Email to Customer After Initiating Ticket Sharing” template to customer.

• Not lost – Submit a BOL inquiry to the Lost Package Slack Channel. Let the customer know that we’ve escalated this and we’re expecting to hear from Miki, our point of contact, within the day.

Destination: Domestic
Order date: June 13, 2026
Reach out date: June 24, 2026

LOST OR NOT?

Multiple Choice

OnTrac confirmed they don’t have the package, making this a confirmed lost case. The customer is requesting a refund to their card—what’s the next step?

• Let the customer know that per our policy, we’re unable to issue refunds for lost packages. Share a link to the policy and offer either a replacement or store credit as alternatives.

• Acknowledge that we fulfilled the order but the package was lost by the carrier. Share the carrier’s contact details and guide the customer on how to file a claim directly with them.

• This case qualifies as an exception for lost package refunds. In addition, the carrier confirmed they don’t have the package, so we can proceed with a refund right away.

• Approve the refund request and, as a gesture of goodwill, also offer to send a complimentary replacement pair.

Multiple Choice

The customer reported that their package appears to have been tampered with. How should we proceed?

• This appears to be a Quality Control issue. Tag it as "skip" and submit it as a new QC case for review.

• Handle this as a lost package right away. Acknowledge the tampered condition and process a replacement pair promptly.

• Reach out to the carrier to investigate the tampering. Once we receive their findings, move forward with a replacement if appropriate.

• Ask for images first to determine whether this was damage or missing items in transit (own it), or if it was due to poor packaging (so we can escalate it to a QC teammate or lead).