Policy Overview:
As a print-on-demand platform, we utilize various suppliers and fulfillment centers to ensure the best quality for your orders, which may lead to different tracking links in the same order. Also, please note that non-apparel items are produced in separate facilities from apparel items and may be shipped separately.
To obtain tracking information for your entire orders, please visit the orders tab in your partner dashboard, where each item has its own tracking link.
Action steps:
- Confirm the Details: Begin by verifying which items the customer is missing from their order. This can be done by asking for the order number or specific item names.
- Check the Order Status: Review the order details in your system to confirm whether all items have been marked as shipped.
- Share Tracking Information: If the missing items have already been shipped but have not yet been delivered, promptly provide the customer with the tracking information for those items. This allows the customer to monitor the progress of their shipment and anticipate its arrival.
- Address Any Concerns: Assure the customer that it's not uncommon for orders to be shipped in separate packages, especially if they include items from different fulfillment centers. Explain that this approach is taken to expedite delivery and ensure that each item reaches them as quickly as possible.
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Communicating with the end-user:
Suggested message for items shipped separately:
Hi {user_name},
{Agent_name} here from [Partner's_name] support, I'll be glad to assist you.
Yes, the items are being fulfilled in different fulfillment facilities and will be shipped separately.
For your convenience, click here [ADD TRACKING LINK] to view the tracking information for the [ITEM NAME].
We appreciate your patience and feel free to contact us again for further questions.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team