Customer Complained Received Open-Packaged Parcel

Air Way Bill (786086) Axis Invoice: 149719 Shopee Order: 210616EMC445F1 Comment received from customer was the parcel received was already opened at time receiving from the courier guy. And lucky thing is the product inside is not found damaged and still intact - all three items are received (as attached photo from customer on the opened package). Because of this, the customer had rated my store very badly. Two separate items purchased and ratings for 2 product listings done which had badly affected my store now. Unsure if package seal is already opened up when Axis handed in the shipment to Shopee Logistics or package was mishandled by Shopee Logistics transit time to reach customer. I hope some form of action can be taken to reassure us as seller and Axis from such re occurrence as it will bring about our reputation as a seller and Axis as our service provider. Do revert on action taken to prevent such re-occurrence. As we have to take time rebuild our rating and reputation again.

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Hi, Sorry to hear that.

we would like to know which package seal are you referring that is opened up? The black plastic bag or the bubble wrap?

As our logistic and packaging SOP is very strict that we ensure all the parcel is been packed well before we handled over to the courier services. The parcel could be open during the transition of Shopee Logistics. We can provide you the photo for you to file a case to Shopee about this . TQ

It's the black plastic bag that had been opened up at time when customer received her parcel

Hi,

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 a new ticket through the Axis system.

Thanks!

but i have not received the photos that you promised to send....and that is the reason why ticket is not closed yet

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