Logistics_Phone Orders Approval Protocol for current customers

Arina Vlasova Updated by Arina Vlasova

This Protocol is applicable for current customers (not new) who place Phone Orders
This Protocol should be used by Logistics Team only
  1. Check if there was a change of email address recently: go to previous orders and check from there. In case if change is significant: different email address not connected to previous one, please reach out to "original customer" email address and cc "current customer" email address and learn if change was done by original customer.
    Shipping and Billing address or email address change will be visible in comments / history soon (escalated to PM)
    Customers will be notified soon about any account information changes (escalated to PM)
  2. Check if there was a change of Shipping address recently: go to previous orders and check from there. In case if change is significant: different Shipping address (e.g. different state), please reach out to "original customer" and learn if change was done by "original customer".
  3. In case if any criteria below is not applicable, please ask customer for authorization code:
    1. Shipping and Billing Address should be the same
    2. CC should have name of account holder and be the same as subscriber's name.
  4. If Fraud is confirmed -> cancel the order and analyze if there are any cases connected (shipping / billing address, IP address etc.) and escalate to Tier 3.
    If NO Fraud is identified -> fulfill the order.

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Logistics_Overnight Shipping

Logistics_Phone Return

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