Step 1: Check Tracking Status
Determine where the package is according to the tracking link. If there is a non-FedEx tracking link, make sure to click on the last-mile carrier information (Usually, it is on the local post office site).
The tracking link and information can be found in the Partner's dashboard, in the orders tab. After you find the order using the search engine, click on the three dots next to the name of the user who placed the order, to find the tracking link.
Tracking link under the orders tab in the Partner dashboard
Step 2: Following Actions According to the Status of the Tracking
Status | Action | |
1 | There was a tracking status update in the past week, the package is en route. | Share the tracking link with the customer. |
2 | Check if there was not a tracking status update in the past week- The package could be lost. | Please contact Covver’s support team. |
3 | There is yet to be a tracking link available after 5 business days of submitting the order. | Please contact Covver’s support team. |
4 | The package has been returned to the sender or started the return process- | Please contact the Covver support team. |
5 | The tracking shows the item has been delivered (delivered but not received). | Push back the response to check with the local post office, or if it is FedEx, contact the Covver support team to receive the FedEx proof of delivery. |
6 | The item is waiting for pick up at the post office. | Provide the customer with the tracking information to collect the package promptly. |
Step 3: Course of Action and Further Steps Required.
- Response if the item is en route:
-
- The package is en route as there may be carrier delays that are out of our control.
- Communicating with the end-user:
Suggested message:
Hi {user_name},
I have taken a look at the tracking, it shows that the package is still being en route.
Even though there has not been any movement for a few days, there should be an update sometime soon.
Please note that some shipments may take longer than expected to arrive due to various carrier delays.
You can anticipate delivery within 7-10 business days if it is within the USA. For international orders, the delivery time extends to 12-15 business days. Keep in mind that shipping times might vary, especially during high seasons or due to external conditions.
For your convenience, click here [ADD TRACKING] to keep an eye on the tracking.
I hope this helps and feel free to contact us with any further questions.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team
- Response if the item is suspected to be lost:
-
- Potential for a lost package: you can contact the Covver support team for assistance. Action steps:
- Contact Covver’s team to confirm that the package is lost.
- Offer a refund or a reshipment to the customer.
- If reshipment is requested, verify the shipping address with the customer.
- Communicating with the end-user:
- Potential for a lost package: you can contact the Covver support team for assistance. Action steps:
Suggested message for a lost package:
Hi {user_name},
I regret to inform you that the package seems to have gone missing as it should have been received by now.
Our apologies for this!
We would like to offer you a reshipment or a reimbursement to choose something else.
Kindly let us know which option is preferred.
Thank you for your understanding and we are looking forward to hearing from you.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team
Suggested message for address verification:
Hi {user_name},
Thank you for your email.
Please confirm that this address is correct:
[ADD ADDRESS]
Following your reply, we will issue a reshipment.
Looking forward to hearing from you.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team
- Response if there is yet to be a tracking link for the package:
-
- Action steps:
- Contact Covver’s team to check the status of the order.
- Per case, reply to the user.
- Communicating with the end-user:
- Action steps:
Suggested message for a lost package:
Hi {user_name},
{Agent_name} here from [Partner's_name] support, I'll be glad to assist.
After looking at the order, it seems there is a delay at the supplier fulfillment center.
Please give me time to push this order for you.
We appreciate your patience in the meantime.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team
-
- Response if the item has been returned to the sender:
-
- If the package has been delivered to the return address, please contact the Covver team to have the order re-shipped (for extra cost). Please note, that within 30 days of delivery to the fulfillment center, the package is donated to charity.
- If the package has yet to be delivered to the return address, please reply to the customer that we will be able to reship the package once it has been returned and that such a process takes time.
- In both cases, confirm the address with the customer.
- Communicating with the end-user:
Suggested message for a returned-to-sender package:
Hi {user_name},
{Agent_name} here from [Partner's_name] support, I'll be glad to assist.
After looking into the tracking, it seems that the package was returned to the sender due to [add reason from the tracking status].
Please see the details below: [ADD LINK OR IMAGE]
We will be able to resend your package back to you. [However, it may take a few weeks until it reaches our fulfillment center due to International shipping.]
Kindly confirm the below address is correct for the reshipment.
[ADD ADDRESS]
Looking forward to hearing from you.
{Agent_name} on behalf of the [Partner's_name] Team
- Response if the item is delivered but not received:
-
- If the tracking link is a local post office tracking, please ask the customer to contact the local post office as it could be waiting for pick up or request proof as in geolocation.
- If the tracking link is a FedEx international package, please contact Covver support to request proof of delivery to send to the customer.
- Communicating with the end-user:
Suggested message for delivered but not received (local carrier):
Hi {user_name},
Please confirm the shipping details below to make sure that they are correct:
[ADD ADDRESS]
From the tracking: [ADD TRACKING], it shows the package as being delivered to [ADD PLACE & DATE]. (Could this perhaps be a post office branch?)
Kindly give it another day or so to show up as we noticed that tracking statuses are updating before delivery.
Also, with reference to the tracking, we would advise you to reach out to your local post office as it could be there waiting for pick up or to request proof of delivery as in geolocation.
If the package is still not found, let us know and we will be glad to investigate further.
[ADD SCREENSHOT]
Kind Regards,
{Agent_name} on behalf of the [Partner's_name] Team
Suggested message for delivered but not received (FedEx carrier):
Hi {user_name},
{Agent_name} here from [Partner's_name] support, I'll be glad to assist.
According to the tracking, the package was left in [ADD DETAILS]
Also, please verify this address to be sure that it's correct:
[ADD ADDRESS]
Following that, if you are still unable to find the package, kindly update us to investigate further.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team
- Response if the item is waiting for pick up:
-
- If the order is fulfilled within the same country, the package could be waiting for pick up at the local post office branch.
In order to see that, please take the last mile tracking number and place it at the local post office site of the recipient country, to retrieve the pickup information.
- If the order is fulfilled within the same country, the package could be waiting for pick up at the local post office branch.
-
- Communicating with the end-user:
Suggested message for a pickup package:
Hi {user_name},
{Agent_name} here from [Partner's_name] support, I'll be glad to assist with your order.
After looking into the tracking, it seems that the package is waiting for pickup at a collection point/the Post office (add branch).
For your convenience, the details have been added below:
Tracking:
Shelf #:
[ADD SCREENSHOT]
Please collect the package at your earliest convenience before it will be returned to the sender.
Feel free to reach out again at any time with further questions.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team