Returned Mail & Order Prodecures

IMPORTANT: If any paid order (ESPECIALLY New Member Welcome Kits) was returned, Always: Lookup the Address on Google to see if it exists Apply a tag to the customer's profile Use returned-order for general orders Use returned-kit for welcome kits Put the welcome kit back into the shipping queue No returned order should ever not be reshipped. 📸 Always upload a photo of the returned mail to the customer/order comments. Questions to Answer Answer ALL questions about each piece of returned mail. Was this address incorrectly printed/written? US Domestic Mail Format should always be as follows: Name Address Line 1 (i.e. 123 Main St) Address Line 2 (i.e. Apartment A) - Always put Apartment/Unit Numbers on 2nd line! City, State, ZIP Was this shipment written/printed in this format? IF YES FOR ORDERS: For Orders: Submit a "Order Error" Error to Error Log. Take action on the order: Determine what to do to get this person their order, take notes and apply proper tags as needed. FOR CARDS/MAILERS: Count all items returned due to an address that does not match the default address listed in the customer profiles. For Cards: Submit a "Card/Promo Mail Error" Error to Error Log. Open envelopes, write names that the cards were addressed to on front. File them alphabetically to reuse for the next time we encounter that name. IF NO Proceed to next question. Was the address written clearly in black or other DARK pen color? IF YES Proceed to next check. IF NO Remind everyone doing cards to always use a black or other dark pen when addressing mail. Did this customer update their default address? Lookup their e-mail address in shared inbox to see if there was an "Update Address" task email or any conversations. IF YES Submit a "Failure to Follow Procedure Resulting in Loss" Error to Error Log. Update the customer's address, including any pending orders as well. IF NO Proceed to the next check. Does this person's account say they accept Email Marketing? IF YES Add the tag returned-mail to the customer's profile This will send an automated email with follow up IF NO Attempt to reach out manually using the e-mail address on file. (Use the returned-mail e-mail as a template. Assign this email to yourself, and follow up every few days, adding a comment for each follow up. If no answer after 14 days and at least 3 follow ups, apply the no-direct-mail tag How will I make sure this customer gets this shipment?

Returned Mail & Order Prodecures

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