Return delivery delay

Problem statement:

Eshopbox shows return delivery time on workspace (return delivery time shown by courier + 2 days) but sometimes it breaks due to delay from courier. Eshopbox workspace don’t provide any method to take action against this problem.

Scenario 1:

How seller will identify the cases where return is delayed?

• In case, the seller have not received the shipment even after Return promise delivery date, It will show delayed return on workspace as need attention

• seller can Escalate from actions about the delayed return.

• If a return is not delivered within 45 days of return pick up, status will automatically turn to lost.

What notifications will be triggered to the seller?

Eshopbox needs to notify the seller on return delivery delay. This will be a daily updates.

What are the resolution steps?

• Escalate

• mark Lost (only available to Eshopbox admin)

Scenario 2:

How seller will identify the cases where return is delayed?

• In case, the seller have not received the shipment even after Return promise delivery date, It will show delayed return on the workspace as need attention.

• Seller can Escalate from actions about the delayed return.

• If a return is not delivered within 45 days from return pickup, status will automatically turn to lost.

What notifications will be trigger to the seller?

Eshopbox needs to notify the seller on return delivery delay. This will be a daily updates.

What are the resolution steps?

• Escalate

• mark Lost (only available to Eshopbox admin)

Scenario 3:

How seller will identify the cases where return is delayed?

• In case, the seller have not received the shipment even after Return promise delivery date, It will show a “delayed return” on the workspace as need attention (inform the user about the possibility of not recording of recieving the return)

• 3. A - When client has opted for claims

  • Claim button will be visible in the Take Action section if the seller wants to create a claim. 

  • Client can manage the claim status depending upon the response from marketplace.

  • Sales channel can either accept or reject the claim If the Claim is accepted:

    • Either courier partner will assign a new delivery date

    • Or seller will be compensated with the credit note from the sales channel and in Eshopbox the seller can mark status of the claim as approved and need to move return status from “delayed return” to “LOST”

    • Claim status as Approved on Eshopbox: The return will be moved from “delayed return” to Lost.

• 3. B - When client has not opted for claims

  • Seller need to raise a claim for the return delivery delay on the sales channel.

  • Mark lost button will be shown to the seller in actions for marking it as lost. client can mark lost after getting confirmation/refund from sales channel 

  • An “upgrade to claims” button will be shown in actions to redirect them to subscribe for claims feature.

What notifications will be triggered to the seller?

Eshopbox needs to notify the seller on return delivery delay. This will be a daily updates.

What are the resolution steps?

• Mark Lost (need to mark lost manually after receiving a credit note/refund from the sales channel)

• Raise claim (if the seller has opted for claim)

Scenario 4:

How seller will identify the cases where return is delayed?

• In case, the shipment has not been received at Eshopbox FC for more than 24 hours even after return promise delivery date, It will show a “delayed return” on the workspace as need attention.

• 4. A - When client has opted for claims

  • Claim button will be visible in the Take Action section if the seller wants to create a claim. 

  • Client can manage the claim status depending upon the response from marketplace.

  • Sales channel can either accept or reject the claim If the Claim is accepted:

    • Either courier partner will assign a new delivery date.

    • Or seller will be compensated with the credit note from the sales channel and in Eshopbox the seller can mark status of the claim as approved and need to move return status from “delayed return” to “LOST”

• 4. B - When client has not opted for claims

  • Mark lost button will be shown to the seller in actions for marking it as lost. client can mark lost after getting confirmation/refund from sales channel 

  • An upgrade button will be shown to redirect them to subscribe for claims.

What notifications will be trigger to the seller?

Eshopbox needs to notify the seller on return delivery delay. This will be a daily updates.

What are the resolution steps?

• Mark Lost (need to mark lost manually after receiving a credit note/refund from the sales channel)

• Raise claim (if the seller has opted for claim)

Scenario 5:

How seller will identify the cases where return is delayed?

• In case, the seller have not received the shipment even after Return promise delivery date, It will show “delayed return” on workspace as need attention.

• Lost action button will be shown to the seller(eshopbox) for marking it as lost and the claim button will also be visible.

• seller (eshopbox) can manage claims according to the response from marketplace.

• Sales channel can either accept or reject the claim, If the Claim is accepted:

  • Either courier partner will assign a new delivery date.

  • Or seller (eshopbox) will be compensated with the credit note from the sales channel and in Eshopbox the seller can mark status of the claim as approved and need to move return status from “delayed return” to “LOST”

What notifications will be trigger to the seller?

Eshopbox needs to notify the client about products marked as lost. This will be a daily updates.

What are the resolution steps?

• mark Lost (eshopbox will mark lost)

• Raise claim (eshopbox will auto raise claim)