Subject: eBay SOP Update for Non receipt of orders
From: Akhil P Walia <[email-masked]>
To: Arun Rathi <[email-masked]>, Nitin Gupta <[email-masked]>, philippines <[email-masked]>
Date: Thu, 13 Mar 2014 23:27:35 +0530 (IST)

Hello 

Please find attached updated SOP for ebay. 

Only changes are for the "NON-Receipt" Cases: 

If the latest delivery date has been reached and if there is no tracking number, they can offer a refund, whatever the amount is. No need to ask for an authorization in the CSS (in past the authorization was needed because Hong checked whether there was a tracking number or not. But now the agents can do this directly). 

SOP: 

2) If there is a tracking number (CSS > “Search Order”): 

a)Email the tracking number to the customer and advise him to check with his local post office. 

b)If customer still does not receive the order even after checking the tracking number in post office, then please ask question in CSS whether we should refund or not for orders of any value. 

3) If there is no tracking number : 

Get the shipping address from the sales record and counter check with the buyer if this is correct. 

[...] 

b) If the customer complains after the latest date, apologize to the customer and offer a full refund. 

The SOP is attached. ---- 

Akhil