week 6 – Lost luggage

This week I was tasked with following up with any customers or orders that “slipped through the cracks”. Holiday season, especially in the online retail world can get hectic.  On our Etsy storefront we have several custom orders that come in on a daily basis.  There was a particular reship I’ll always remember.

Nothing was inherently wrong with the order. Design was great, our client loved the mock-up, everything was sent out in a timely manner, etc. The client requested an address change for their package. Simple right? Well, the order was already shipped out.  I emailed them letting them know that we’ll reship the item once it arrives back at our warehouse…

Only it didn’t. We traced the last location of the package and it never left one of the shipping destinations. Out of good faith we prepared another order for her and shipped it out with next day shipping.

The lesson here is to always follow up with the other departments in cases like these.