SHIPPING QUIZ

A CUSTOMER ASK HOW LONG WILL DELIVERY TAKE TO BELFAST FOR A VINTAGE ITEM.

• Belfast is in Ireland and not the UK

• Vintage items can take 10-14 working days

• Vintage items can take 10-14 days

• Due to EU customs laws we can not deliver to Belfast at this moment.

WHAT IS THE MAIN REASON VINTAGE ITEMS TAKLE SO LONG FOR DELIVERY?

• As many of our esteemed vintage partners operate from warehouses located outside the EU

• The products normally need to be repaired before being sent

• The Vintage Bar a pretty slow at sending their items.

• The product needs to go through The Vintage Bar's six step authenticity checks before being sent

IF MY ORDER IS DELAYED BY 6 DAYS AND I CALL TO COMPLAIN, HOW MUCH COMPENSATION SHOULD YOU OFFER?

(once its been delivered)

• 10%

• 15%

• 20%

• Ask the Queue specialist

A CUSTOMER RECEIVES A T-SHIRT INSTEAD OF A HOODIE, AND HE CALLS TO COMPLAIN, WHAT COMPENSATION CAN WE OFFER HIM?

• 10%

• 15%

• 20%

• Ask the queue specialist

A CUSTOMER HAS IS ON CHAT ASKING ABOUT THE THE STATUS OF HER ORDER. YOU SEE IT WAS DELIVERED THREE DAYS AGO. THE CUSTOMER CLAIMS THEY THEY NEVER RECEIVED IT. WHAT DO YOU DO?

• Tell the customer not to worry it will soon show up, but you will ask the partner for my information

• Tell customer not to worry and you will contact The courier

• Double check the tracking, inform the customer that you will start and investigation and invite her to check with her neighbours. Send to LP team

• Close conversation, nothing to do here..

A CUSTOMER CALLED ON WEDNESDAY MORNING TO SAY THAT HER ORDER HAS NOT MOVED IN THE TRACKING SINCE SUNDAY, SEE CONFIRM THIS IN THE TRACKER.

DO YOU?

• Apologise and inform the customer to wait one more day and all should be fine

• Apologise and inform the customer that once it have been 5 days you will start an investigation

• Apologise and inform the customer and inform them at you will had this over to our specialist team to investigate.

• Apologise and inform the customer that you will personally contact the courier and get this sorted.

A CUSTOMER CALLS TO COMPLAIN THAT THEY RECEIVED THERE ORDER VIA UPS 13 DAYS AGO BUT THE PARCEL WAS DAMAGED, THEY CAN PROVIDE PHOTO EVIDENCE. THE DAMAGE ACTUALLY CAUSED DAMAGE ON HER SUNGLASSES CASE.
DO YOU?

• Apologise and offer 20% off next order

• Inform the customer that she should have contacted us earlier and now she has missed the oppotunity to get this investigated with the courier

• Apologise to the customer, ask her to provide the photos and you will send this to the specialist team to investigate

• Tell her to complain to courier, we didn't deliver it

CUSTOMER WRITES TO SAY THEY RECEIVED THEIR ORDER BUT THE BOX WAS EMPTY. PHOTOS HAVE BEEN GIVEN AND EVERYTHING LOOKS NORMAL.

WHAT DO YOU DO?

• Inform the customer this will need further investigation and transfer to LP

• Inform the customer that you will contact the partner immediatly

• Tell the customer to weigh the box

• Ask the customer to contact the courier its clearly their issue

A CUSTOMER IS ASKING FOR AN UPDATE ON THEIR ORDER. YOU CAN SEE THE ORDER WAS PLACED 5 DAYS AGO AND THERE IS A TRACK AND TRACE NUMBER BUT IT LOOKS LIKE THE ORDER HASN'T BEEN PICKED UP.
WHAT CAN YOU DO HERE? (MORE THEN ONE ANSWER)

• Call the courier

• Reach out to the partner

• Check the return tracking number

• Send to lost parcel

AN ORDER TO FRANCE FROM THE NETHERLANDS IS SENT WITH A POSTNL LABEL. WHICH COURIER HANDLES THE DELIVERY?

• 2. PostNL

• 2. LaPoste

• 2. BPost

• 1. DHL eCommerce