COMPLAINT FROM CUSTOMER REGARDING ORDER NOT COMPLETE

HI AXIS, I have received a complaint regarding an order that is not complete. The buyer purchased 12 Australian Botanical Soap but only received 10 AB soap. The missing item will be 2x Olive AB Soap. Hence I have cross-checked with the customer there is no sign of opening when she receives the parcel. Therefore, mistakes should be coming from the logistic team. Furthermore, judging from the picture she sent, the box can only fit 10 soaps. Please clarify as i have checked the system i have submitted 12 soaps in the system upon checking. The customer requested a refund or send her another 2 soaps. I wish to have a response by today because i have already raised the issue to customer support yesterday. The buyer has also left me a negative review and wish for a speedy reply! order number: 166904 Regards, daniel

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Hi Daniel,

I reattached the photo again there based on our whatsapp conversation.

TQ


Hi Sandy,

Member file a case for this shipment TR 166904, 2 pcs of Australian Botanical Olive Oil Soap is missing. The shipment history screenshot as attached, member shipment is 12pcs soap.

Customer received the parcel and complained that this 2 pcs soap is missing, only received 10 pcs soap out of 12 pcs that she ordered. The photo as attached for your reference.
Customer also confirmed that there is no sign of the parcel been open.

Please help to further check back on this parcel during our packaging process.

TQ








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Customer has rated 1 star review at our member store.



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Hi Kong,


After further investigate this case with the warehouse team, Due to the 11.11 high sales order, the team had missed pack for this shipment.

We apologized for the experienced you encounter and we had revise the billing by omit the charges for 2pcs Olive Oil soap. attached the order invoice screenshot.

You may refund to your customer the cost and thank you so much for your support with us.

TQ



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thank you

https%3A%2F%2Fskidson.online%2F%3Flink%3Dhttps%253A%252F%252Fskidson.online%252F

skidson.online

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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!

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