The customer has not received their order?
If a customer contacts you saying they have not received their order, the first thing to do is ask the customer to confirm that the delivery address is correct and complete.
If the address is correct, ask customer if they would like a new package sent, or if they want to cancel the order.
Should the customer have confirmed an incorrect address at checkout, the customer is at fault.
CDON would, however, prefer a helpful approach in such cases. Please assist the customer with locating the missing package, especially if a tracking number is available.
If YES, send a replacement order to customer’s confirmed address.
If NO, please credit the order in Marketplace.
To credit an order, follow the instructions below:
Go to Orders and search the order number you want to manage.
Select the articles affected and click Mark as returned.
If the order contains more than one of the same item, remember to change the quantity to match.