Customer complain received damage product - Walch Multi Purpose Concentrated Disinfectant 3L

Invoice：127755 Product: Ready Stock Walch Multi Purpose Concentrated Disinfectant 3L Kills 99.9% Germs Antiseptic Germicide Dettol substitute Customer details: winnie tan, 60167609822 BLK E2 #01-07 JALAN INDAH 23/2 TAMAN BUKIT INDAH 2 79100 JOHOR BAHRU ( INDAH COURT APARTMENT ), Johor Bahru, 79100, Johor 11/9: Customer chat mention received damage product. Picture attached. Please advice what to reply to customer. Urgent: Please reply before 3pm today.

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Hi Fanny,
Kindly refer to whatsapp reply.
Thanks.

Customer raise refund RM5 in Shopee as attached.
Please advice what to do next?
Is your side got any proof that item got properly wrap & in good condition before send out? Please give proof to me.
I should not responsible for the damage while product handle by Axis. If ask customer return item & full refund, can Axis take back the item & do not charge me the item cost?

Urgent, please get decision maker / who can make decision to reply.

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Hi Fang Leng,
U may accept the proposed refund or offer voucher to customer. At the same time, you may file a damage claim with Shopee courier service provider by contacting J&T directly at 1300-80-9000 / 03-92129660 with tracking no. and photos as supporting docs. All Axis products are new and in good condition before shipped out and items are bubble- wrapped and insert into packaging box with FRAGILE warning on the box as photo attached. Please feel free to contact us for further assistance.TQ

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Do you got photo with this buyer AWB ?
Where to find tracking no?

Hi, you can find your tracking number in your My Shipment >view Pickup Details

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J&T not able to compensate due to parcel contain liquid item.
Is this true?

Shopee give full refund to buyer.
Can I request Axis to waive charged of RM63 on this product ?



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Dear Member

For your information, this parcel had been wrapped with few layers of bubble wrap and packed inside carton box to protect the products. This type of packaging, we believe is well protected. Parcel picked up from our premise and damaged during transit by the courier company is really beyond our control.

By the way, we will help to clarify with J&T if they cannot compensate this parcel due to liquid item, at first place, why they allow seller to sell this item and deliver using their service? It is really confusing us.

Have you clarify with J&T? Can J&T compensate this parcel?

Have you clarify with J&T? Can J&T compensate this parcel?

Any update?

Any update?

Dear Member

We have ship many parcel liquid with J&T , and shopee they allow seller to sell this item and deliver using J&T service. Since this belong to your Shopee account with personal courier with Shopee, you may check with Shopee.

Thank you

I have clearly provide reply from Shopee dispute result. Why you ask me to check with Shopee.....
In your earlier reply mention your side will check with J&T to compensate this parcel now you push back to me to check with Shopee.
Can you be more helpful & responsible with what the reply!

Please check with J&T & reply to me!

Hi Fanny，
Kindly close the ticket. Tq.

why close? the issue not yet solve?
What is J&T reply ? How you can assist to get compensate from J&T?

Hi Fanny,
As per our verbal communication earlier, the issue will be looked into, together with ticket T000107.
Thank you.

Hi Fanny,

Thank you for connecting with the Axis Support Team.

We have observed this ticket has been well resolved, as a result, we require you to close this ticket. If the ticket did not close within 24-48 hours from the date of this ticket send out, the system will automatically close it on-behalf of you.

I hope that our service has been of assistance to you.

If you require further assistance now, or in the future please do not hesitate to file in a new ticket through the Axis system.

Thanks!

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