If a center tells you they are missing items in their shipment. First, instruct the center to be sure they've looked through their packages entirely. We have had several centers later confirm they did not see products at the bottom of the box and actually had the missing item(s). Then if still missing after ensuring they have gone through all the contents of ALL the boxes then proceed with the following steps:
1.) First, add a new task to the TLE Order Issues Monday board, fill out all fields.
2.) Look for the order number in the subject and body of the email. If not specified, then lookup by center username and find the order number.
3.) If you can not find the order number, then reply and request the order number from the center.
4.) Have them give you the exact items and quantity of each item missing.
5.) Verify they actually ordered those items. If they did not order items (forgot to in their original order), then instruct them to place a new order online or assist them (but in this case it would be billable).
6.) Check the tracking to see if a package is still on the way or if it was delivered. If a package is still pending then you must wait for the package to be received as the missing items will be in the additional packages.
7.) If everything was delivered and the item was ordered and is truly missing then place a new order by logging in as the customer. First clear their shopping cart and then add missing products and use coupon code TLECOMP and click the "Redeem" button and confirm $0 total before checkout.
Note: Payment method will auto change to "Check" from requiring credit card/ACH when using this coupon code.
DO NOT GIVE THIS COUPON CODE OUT TO ANYONE. THIS CODE IS FOR INTERNAL USAGE ONLY.
THIS ALSO APPLIES IF UPS OR FEDEX DELIVERY TO THE WRONG LOCATION AND WE NEED TO RESEND! THE CENTER WILL JUST HAVE TO PAY FOR THE SHIPPING BUT THE MATERIALS WILL BE SENT FOR FREE>