Issue 1 Negative feedback order 205-1835468-7482712
Root Cause: NON RECEIPT OF BOOK
ACTION : BOOK PURCHASE PRICE REFUNDED
IMPROVEMENT POLICY: I have implemented a policy of issuing a full explanation to the customer the reasons for any refund rather than the issuing of a replacement book. This shall avoid any confusion and any claims in the future. I aim to gain back my 5 star rating rather than the current 4.8 star rating. The feedback of customers is important to me to gauge how to offer a service backed with continuous improvement. As can be seen from the screenshot of my account feedback this negative feedback of one star is an anomaly but one which I take seriously and the above implemented policy addresses this issue.
ISSUE 2: NON RECEIPT OF ORDER 205-8963789-9892318
ROOT CAUSE : Non -receipt of book. The order was received on the 5th December and was shipped on the 8th December, with the shipping window of 6-9 December. The parcel was shipped by My Hermes. And appears to have been lost in transit.
CORRECTION: I have implemented a plan now of requesting order receipt notification from the Courier company. This will highlight when shipments have not been received. I have requested an investigation from the courier to find out why/where the shipment has went astray. On receipt of this information I will be able to make any necessary adjustments to my shipping policies over and above those already implemented. See below a screen shot of the investigation into the missing book
ISSUE 3 A-Z Claim for NON RECEIPT OF ORDER 203-1647906-9502747
Root Cause: Non Receipt of Book.
Fault Analysis: This book was shipped by Royal Mail ordinary mail due to its low value, £24.99. This does not offer any tracking facility.A new policy of shipping all orders via Recorded Delivery , if shipped by Royal Mail, has been implemented This will identify when there is an issue with delivery. For higher value books these will be shipped by Courier with an online tracking policy.
Customers need to be kept more regularly informed of progress of any investigations for non-receipt and a policy of an immediate refund for all claims of non-receipt has been implemented rather than have customers wait for outcome of investigations into the loss. This will prevent future A-Z claims.
An account with an Amazon recommended Courier company has been established and advance payment made to ensure going forward tracking is available and that they offer a delivery confirmation service will enable me to monitor progress of orders.
See the screen shot below of account details showing that this account has opened and is being used.