Customers sometimes find that their Moose Knuckles order status shows “delivered,” yet the package is not in hand or certain items are missing. This article outlines the necessary steps agents should take to efficiently assist with such situations, ensuring a premium and supportive customer experience while upholding the brand’s commitment to service excellence.
Initial Steps for Package Not Received
- Ask the customer to confirm their shipping address matches the order details.
- Request the customer check with household members or neighbors who may have received the parcel.
- Review the carrier’s tracking information, including proof of delivery and any signature records.
Handling Missing Items From A Delivered Package
- Check if the order included split shipments. Extra items may arrive separately with different tracking numbers.
- Instruct the customer to monitor all provided tracking links for pending deliveries.
Escalating to an internal investigation
- If the package or items are still missing, collect the customer’s order number and shipping details.
- Initiate a claim with the shipping carrier. Explain to the customer that investigations may require up to 21 business days.
Conclusion
Delivering peace of mind is part of the Moose Knuckles experience. By following these steps, agents ensure missing deliveries or items are thoroughly investigated and resolved with care and professionalism, reinforcing customer trust in our luxury service standards. Always keep customers informed throughout their claim’s resolution process.