General Learning Product Not Received (PNR)

What is Product Not Received (PNR) Scenario? 

• Product Not Received (PNR) is when customer claims that he/she has not received the product outside our delivery time frame.

How to Identify Product Not Received (PNR):

1. Verify customer's address

   • Incomplete/Incorrect address

2. Track the package and verify shipping status

   • Stuck in transit

   • RTS

3. Is it outside the delivery time frame?

Product Not Received Tools:

• Verify Customer's shipping address

  • If matched:

    1. Assure that product is shipped

    2. Provide Tracking Number & Status

       • If in transit within time frame, explain to the customer.

       • If any issues with tracking, whichever is necessary

         • CIF

         • Reshipment

         • Refund

    3. Check with Local Post Office

  • If mismatched (Incomplete/Incorrect)

    1. Reshipment

    2. Refund

What are the reasons for Product Not Received (PNR)?

• Incorrect address during checkout

• Incomplete address during checkout

• No tracking number / Not shipped

• Courier delays

• Fulfillment delays

Campaign PNR Guideline:

• Campaigns where we can process reshipment via CRM.

  • MFL (Shopify, can only process reshipment one time)

Campaigns where we need to submit CIF to process reshipment.

• All Other campaigns, submit to CIF for reshipment.

Sample Product Not Received Call:

https://drive.google.com/file/d/1ZkqUeZHKAUU2TbXxF2mm0jo10j2e-dgc/view?usp=sharing

NYMBUS PNR:

https://drive.google.com/file/d/1TS4ilW2kKMBgK-T-bPo-vFfuRJDccxsj/view?usp=drive_link

https://drive.google.com/file/d/1eG_b95EQhuMolk3n0lRNjcRSCys45-8h/view?usp=drive_link