●クレ0369
原因
注文した商品が掲載された写真と内容がちがかった為にクレームが発生。
出荷前に掲載商品と発送前の商品に相違がないのチェックが甘かったことが
原因です。
対応
商品の返品はバイヤーの手間になるので、商品は無料で提供し、
全額返金して対応しました。
バイヤーへは返金完了のメール及びお詫びのメールをした対応致しました。
再発防止策
出荷前に掲載商品と発送前の商品に相違がないか確認するような体制を
一人から二人に増やして対応する体制を整えました。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:30
●クレ0369
Cause
The ordered item and the photo posted on the page were different.
We did not check good enough to identify the difference.
Resolution
Offered the item for free with a full refund as an item return would be our burden.
Sent emails for the completion of the refund and apologies.
Countermeasure
We have increased the headcount from 1 to 2 for additional check process to minimize discrepancies between posted photo and item to be send, prior to shipment.
Cause
The ordered item and the photo posted on the page were different.
We did not check good enough to identify the difference.
Resolution
Offered the item for free with a full refund as an item return would be our burden.
Sent emails for the completion of the refund and apologies.
Countermeasure
We have increased the headcount from 1 to 2 for additional check process to minimize discrepancies between posted photo and item to be send, prior to shipment.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 06:19
● Claim 0369
Cause;
A buyer raised a claim because the item ordered had different content from the picture shown in its item description posted on the website.
The root cause of this incident was that our staff did not closely crosscheck the difference between the item listed and the item being shipped.
Action taken;
Because it is troublesome for a buyer to return the item, so we offered the shipped item for free of charge and issued a refund.
And, we emailed the buyer for the completion of processing the refund together with our apology.
Measure to counter the recurrence of same incident;
We have set up our crosscheck system by increasing our staffs from one to two to strengthen the crosschecking capability of the listed item and the item being shipped.
Cause;
A buyer raised a claim because the item ordered had different content from the picture shown in its item description posted on the website.
The root cause of this incident was that our staff did not closely crosscheck the difference between the item listed and the item being shipped.
Action taken;
Because it is troublesome for a buyer to return the item, so we offered the shipped item for free of charge and issued a refund.
And, we emailed the buyer for the completion of processing the refund together with our apology.
Measure to counter the recurrence of same incident;
We have set up our crosscheck system by increasing our staffs from one to two to strengthen the crosschecking capability of the listed item and the item being shipped.
●クレ1950
原因
商品受け取りを拒否連絡があったにも関わらず解釈を誤って再送してしまい、
クレームになりました。誤った翻訳をしてしまったことが原因です。
対応
商品全額返金を速やかに行い対応しました。
バイヤーへは返金完了のメール及びお詫びのメールをした対応致しました。
再発防止策
メール対応する専門スタッフを一人から二人に増やし体制を整えました。
今後はメールの内容のチェックを強化します。受信、送信は二人でフィルターをかけて再発防止につとめます。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:36
●クレ1950
Cause
Reshipped item by misunderstanding the customer's request for refusing the item.
Customer filed a claim. It is due to our misunderstanding.
Resolution
Issued a full refund
Sent an email for the refund completion and apologies.
Countermeasure
Increased the headcount from 1 to 2 dedicated to check the received mails.
We will reinforce reading the email carefully. Two people will check incoming/outgoing messages by filtering the messages for avoiding the occurrence.
Cause
Reshipped item by misunderstanding the customer's request for refusing the item.
Customer filed a claim. It is due to our misunderstanding.
Resolution
Issued a full refund
Sent an email for the refund completion and apologies.
Countermeasure
Increased the headcount from 1 to 2 dedicated to check the received mails.
We will reinforce reading the email carefully. Two people will check incoming/outgoing messages by filtering the messages for avoiding the occurrence.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 06:38
● Claim 1950
Cause;
A buyer raised the claim because we misunderstood what the buyer informed us and re-ship it though we received the information regarding the buyer’s refusal of receiving the item.
The root cause was misinterpretation on what the buyer informed us.
Action taken;
We immediately issued the refund for the item.
We emailed the buyer about the completion of refund processing as well as our apology about this incident.
Measure to counter the recurrence of same incident;
We have increased number of staffs from one to two dedicated for checking emails.
We will strengthen the checking ability for the details of emails from now on to prevent the recurrence of same incident by two dedicated thoroughly staffs cross checking the receiving and sending emails.
Cause;
A buyer raised the claim because we misunderstood what the buyer informed us and re-ship it though we received the information regarding the buyer’s refusal of receiving the item.
The root cause was misinterpretation on what the buyer informed us.
Action taken;
We immediately issued the refund for the item.
We emailed the buyer about the completion of refund processing as well as our apology about this incident.
Measure to counter the recurrence of same incident;
We have increased number of staffs from one to two dedicated for checking emails.
We will strengthen the checking ability for the details of emails from now on to prevent the recurrence of same incident by two dedicated thoroughly staffs cross checking the receiving and sending emails.
●クレ3548
原因
バイヤーから連絡を頂いてから返金するまでに時間がかかってしまった為に
クレームが発生。メールチェックの確認漏れが原因です。
対応
商品額全額を返金した対応しました。
バイヤーへは返金完了のメール及びお詫びのメールをした対応致しました。
再発防止策
メール送信、受信の確認するスタッフを一人から二人へ増員して対応体制を
整えました。
今後はチェック機能を強化し、漏れがないようにバイヤータ対応し、
顧客満足度を上げていくよう努力致します。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:45
●クレ3548
Cause
The customer filed a claim for the refund process has taken way too long since the initial message regarding the claim. The cause was due to our failure in checking emails.
Resolution
Issued a full refund.
Sent emails of the refund notification and apologies.
Countermeasure
We have increased the headcount from 1 to 2 for checking the incoming/outgoing emails.
We will make our efforts to reinforce its check function to follow up the leftovers for improving our customer satisfaction rate.
Cause
The customer filed a claim for the refund process has taken way too long since the initial message regarding the claim. The cause was due to our failure in checking emails.
Resolution
Issued a full refund.
Sent emails of the refund notification and apologies.
Countermeasure
We have increased the headcount from 1 to 2 for checking the incoming/outgoing emails.
We will make our efforts to reinforce its check function to follow up the leftovers for improving our customer satisfaction rate.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 06:47
● Claim 3548
Cause;
A buyer raised a claim because we took a long time to process the refund after receiving the buyers information. The root cause was the poor ability for confirming emails.
Action taken;
We issued a full refund.
We emailed the buyer about the completion of refund processing as well as our apology about this incident.
Measure to counter the recurrence of same incident
We have increased number of staffs from one to two dedicated for checking emails.
We will put our efforts to strengthen the checking ability for the details of emails from now on to prevent the recurrence of same incident and to improve the customer satisfaction by two dedicated staffs thoroughly cross checking the receiving and sending emails.
Cause;
A buyer raised a claim because we took a long time to process the refund after receiving the buyers information. The root cause was the poor ability for confirming emails.
Action taken;
We issued a full refund.
We emailed the buyer about the completion of refund processing as well as our apology about this incident.
Measure to counter the recurrence of same incident
We have increased number of staffs from one to two dedicated for checking emails.
We will put our efforts to strengthen the checking ability for the details of emails from now on to prevent the recurrence of same incident and to improve the customer satisfaction by two dedicated staffs thoroughly cross checking the receiving and sending emails.
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:25
Claim 3548
Cause
As it took long time before the buyer contacted us and we refunded,
they reported the claim. The cause is that we failed to check the e-mail.
How we handled it
We refunded in full for the item.
We send an e-mail to buyer reporting completion of refunding and apology.
How to prevent that it does not happen again
We increased the number of staff who checks transmitting
and receiving the e-mail from one to two.
From now, we will handle the buyer by reinforcing the checking not to fail the checking,
and make an effort to increase satisfaction of the customer.
Cause
As it took long time before the buyer contacted us and we refunded,
they reported the claim. The cause is that we failed to check the e-mail.
How we handled it
We refunded in full for the item.
We send an e-mail to buyer reporting completion of refunding and apology.
How to prevent that it does not happen again
We increased the number of staff who checks transmitting
and receiving the e-mail from one to two.
From now, we will handle the buyer by reinforcing the checking not to fail the checking,
and make an effort to increase satisfaction of the customer.
●クレ8761
原因
商品が届かないことが原因でクレームが発生。
調べてみたところ保管期限満了で日本へ返送途中でした。
対応
商品の追跡番号を確認しバイヤーへ状況を説明。
バイヤーへは返金完了のメール及びお詫びのメールをした対応致しました。
再発防止策
商品が届く予定日から3日後に追跡番号を確認し配達の状況を確認する体制を
整えました。
もし税関や配送業者で止まっている場合はバイヤーへ状況を連絡して
対応。事前に商品がバイヤーへ無事に届くようにサポートします。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:52
●クレ8761
Cause
A customer claimed a file for having not received the item.
As a result of investigation, the item turned out to be returned to Japan after having passed the period of storage limitation.
Resolution
The item tracking number was confirmed and explained the buyer the situation.
Emailed the buyer notifying the full refund and for apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company. We will provide support so that the buyer will receive the item with no problem for sure.
Cause
A customer claimed a file for having not received the item.
As a result of investigation, the item turned out to be returned to Japan after having passed the period of storage limitation.
Resolution
The item tracking number was confirmed and explained the buyer the situation.
Emailed the buyer notifying the full refund and for apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company. We will provide support so that the buyer will receive the item with no problem for sure.
Rating
52
Translation / English
● Claim 8761
Cause;
A buyer raised a claim because of non-delivery of item.
Our investigation revealed that the item was on the way of returning to Japan after expiration of the retention period.
Action taken;
After checking whereabouts of the item using the tracking number, we explained to the buyer what was happened.
And, we emailed to the buyer about the completion of refund processing as well as our apology for this incident.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
We will support buyers for the safe delivery of items by informing them the delivery status of their item if they are stopped at the customs’ office or if they are retained at the delivery service company.
- Posted at 13 Jul 2014 at 06:56
● Claim 8761
Cause;
A buyer raised a claim because of non-delivery of item.
Our investigation revealed that the item was on the way of returning to Japan after expiration of the retention period.
Action taken;
After checking whereabouts of the item using the tracking number, we explained to the buyer what was happened.
And, we emailed to the buyer about the completion of refund processing as well as our apology for this incident.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
We will support buyers for the safe delivery of items by informing them the delivery status of their item if they are stopped at the customs’ office or if they are retained at the delivery service company.
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:31
Claim 8761
Cause
A customer reported a claim because he or she has not received the item yet.
We checked it, and found that it was on the way to return to Japan after
expiration of the period where the item was stored.
How we handled it
We checked the tracking number of the item, and explained to buyer.
We send an e-mail reporting completion of refunding and apology.
How to prevent that it does not happen again
We set a system where we check a tracking number and
delivery status 3 days after the day when the item was scheduled to be delivered.
If it is stopped at customs or delivery company, we contact a buyer.
We will support that a buyer can receive the item without any problem in advance.
Cause
A customer reported a claim because he or she has not received the item yet.
We checked it, and found that it was on the way to return to Japan after
expiration of the period where the item was stored.
How we handled it
We checked the tracking number of the item, and explained to buyer.
We send an e-mail reporting completion of refunding and apology.
How to prevent that it does not happen again
We set a system where we check a tracking number and
delivery status 3 days after the day when the item was scheduled to be delivered.
If it is stopped at customs or delivery company, we contact a buyer.
We will support that a buyer can receive the item without any problem in advance.
●クレ6332
原因
商品の配達は完了したが関税が発生したことが原因でクレーム。
対応
バイヤーへは関税が発生したことについてのお詫びと関税額の全額返金の対応について連絡。
バイヤーから回答待ちの状況です。
再発防止策
商品が届く予定日から3日後に追跡番号を確認し配達の状況を確認する体制を
整えました。
もし税関や配送業者で止まっている場合はバイヤーへ状況を連絡して
対応。商品がバイヤーへ無事に届くようにサポートします。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:57
●6332
Cause
The delivery was completed but with the customs inspection involved.
Resolution
Notified the buyer with an explanation of the customs' process and apologies to issue the full refund for the tariff.
Currently awaiting reply from the buyer.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company. We will provide support so that the buyer will receive the item with no problem for sure.
Cause
The delivery was completed but with the customs inspection involved.
Resolution
Notified the buyer with an explanation of the customs' process and apologies to issue the full refund for the tariff.
Currently awaiting reply from the buyer.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company. We will provide support so that the buyer will receive the item with no problem for sure.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 07:02
● Claim 6332
Cause;
A buyer claimed about customs’ fee though the item was delivered safely.
Action taken;
We emailed the buyer about our apology for the payment of customs’ fee and about our response about how to handle the customs’ fee.
We are waiting for the buyer’s response.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
We will support buyers for the safe delivery of items by informing them the delivery status of their item if they are stopped at the customs’ office or if they are retained at the delivery service company.
Cause;
A buyer claimed about customs’ fee though the item was delivered safely.
Action taken;
We emailed the buyer about our apology for the payment of customs’ fee and about our response about how to handle the customs’ fee.
We are waiting for the buyer’s response.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
We will support buyers for the safe delivery of items by informing them the delivery status of their item if they are stopped at the customs’ office or if they are retained at the delivery service company.
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:37
Claim 6332
Cause
A customer reported a claim because he or she had to pay customs duties
although the item was delivered.
How we handled it
We contacted the buyer and reported our apology that he or she had to pay the customs duties as well as refunding of the duties in full.
How to prevent that it does not happen again
We set a system where we check a tracking number and delivery status
3 days after the day when the item is scheduled to be delivered.
If it is stopped at the customs or delivery company, we will contact a buyer.
We will support that a customer can receive the item witut any problem.
Cause
A customer reported a claim because he or she had to pay customs duties
although the item was delivered.
How we handled it
We contacted the buyer and reported our apology that he or she had to pay the customs duties as well as refunding of the duties in full.
How to prevent that it does not happen again
We set a system where we check a tracking number and delivery status
3 days after the day when the item is scheduled to be delivered.
If it is stopped at the customs or delivery company, we will contact a buyer.
We will support that a customer can receive the item witut any problem.
●クレ1567
原因
商品が届かないとのクレームが発生。
追跡番号を確認して配送業者でとまっていて配送が遅れてしまったことが原因でした。
対応
追跡番号と配送業者、配送業者連絡先うぃ配送状況をバイヤーへ説明しました。
その為、無事に商品を届けることができました。
バイヤーへは返金完了のメール及びお詫びのメールをした対応致しました。
再発防止策
商品が届く予定日から3日後に追跡番号を確認し配達の状況を確認する体制を
整えました。
もし税関や配送業者で止まっている場合はバイヤーへ状況を連絡して
対応。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 07:03
●1567
Cause
A customer filed a claim for having not received the item.
As a result of the tracking number search, the item was turned out to be having held at the delivery company.
Resolution
Explained the buyer regarding the tracking number, the delivery company, the delivery company's contact information and the delivery status of the item.
The customer was able to receive the item with no problem.
Emailed the buyer to notify the completion of the refund and our apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company.
Cause
A customer filed a claim for having not received the item.
As a result of the tracking number search, the item was turned out to be having held at the delivery company.
Resolution
Explained the buyer regarding the tracking number, the delivery company, the delivery company's contact information and the delivery status of the item.
The customer was able to receive the item with no problem.
Emailed the buyer to notify the completion of the refund and our apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company.
Rating
52
Translation / English
● Claim 1567
Cause;
A buyer raised a claim because of non-delivery of item.
Our investigation using the tracking number revealed that the delivery was delayed because it was held at the delivery service provider.
Action taken
We informed the buyer the name and contact number of delivery service provider and explained the shipping status of the item; therefore, the item was delivered safely.
We emailed the buyer about the completion of refund processing as well as our apology about this incident.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
If the item is held at the customs’ office or the delivery service provider, we will inform about the situation to the buyer and advise him/her possible action to take.
- Posted at 13 Jul 2014 at 07:13
● Claim 1567
Cause;
A buyer raised a claim because of non-delivery of item.
Our investigation using the tracking number revealed that the delivery was delayed because it was held at the delivery service provider.
Action taken
We informed the buyer the name and contact number of delivery service provider and explained the shipping status of the item; therefore, the item was delivered safely.
We emailed the buyer about the completion of refund processing as well as our apology about this incident.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
If the item is held at the customs’ office or the delivery service provider, we will inform about the situation to the buyer and advise him/her possible action to take.
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 06:43
Claim 1567
Cause
A customer reported that he or she has not received an item.
We checked a tracking number, and found that the item was stopped at a delivery company
and it was not delivered as it was scheduled.
How we handled it
We explained the tracking number, delivery company, contact place of the delivery company
and delivery status to buyer, and thereby we delivered the item to the customer without a problem.
We sent to the buyer an e-mail reporting completion of refunding and our apology.
How to prevent that it does not happen again
We set a system where we check a tracking number and delivery status
3 days after the item was scheduled to be delivered.
If the item is stopped at the customs or delivery company, we will contact a buyer.
Cause
A customer reported that he or she has not received an item.
We checked a tracking number, and found that the item was stopped at a delivery company
and it was not delivered as it was scheduled.
How we handled it
We explained the tracking number, delivery company, contact place of the delivery company
and delivery status to buyer, and thereby we delivered the item to the customer without a problem.
We sent to the buyer an e-mail reporting completion of refunding and our apology.
How to prevent that it does not happen again
We set a system where we check a tracking number and delivery status
3 days after the item was scheduled to be delivered.
If the item is stopped at the customs or delivery company, we will contact a buyer.
●クレ2757
原因
商品が予定日に届かなかった為にクレームが発生。
原因は追跡番号をつけなかった為に商品が行方不明になってしまった
ことが原因です。
対応
配送業へ確認をしましたが原因は不明でした。
バイヤーへは迷惑はかけられませんので全額返金して
対応が完了しました。
バイヤーへは返金完了のメール及びお詫びのメールをした対応致しました。
再発防止策
今後は全ての発送に追跡番号をつけて、バイヤーからの問い合わせがあった
場合に即座に対応できるように体制を整えました。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 07:08
●Claim 2757
A customer filed a claim for having not received the item on the expected delivery date.
The item was missing due to the lack of the tracking number.
Resolution
Contacted the delivery company but could not identify the cause of the issue.
To compensate the buyer, we have issued a full refund.
Sent emails to the buyer notifying the completion of the refund as well as our apologies.
Countermeasure
Our future shipment will involve with the tracking number 100% in order to address the buyer's inquiry in a timely manner.
A customer filed a claim for having not received the item on the expected delivery date.
The item was missing due to the lack of the tracking number.
Resolution
Contacted the delivery company but could not identify the cause of the issue.
To compensate the buyer, we have issued a full refund.
Sent emails to the buyer notifying the completion of the refund as well as our apologies.
Countermeasure
Our future shipment will involve with the tracking number 100% in order to address the buyer's inquiry in a timely manner.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 07:23
Claim 2757
Cause
The item did not arrived on the scheduled day. The shipper did not assign the tracking number, and thus it was not able to trace and missing for a while.
Action Taken
Checked with the shipper but not able to find out why.
Refund all to the buyer and completed the action,
Sent apology letter to the buyer informing the refund is completed
Prevention Action
Assign the tracking number for all shipment, so that when the buyer inquire, we can handle right away.
Cause
The item did not arrived on the scheduled day. The shipper did not assign the tracking number, and thus it was not able to trace and missing for a while.
Action Taken
Checked with the shipper but not able to find out why.
Refund all to the buyer and completed the action,
Sent apology letter to the buyer informing the refund is completed
Prevention Action
Assign the tracking number for all shipment, so that when the buyer inquire, we can handle right away.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 07:21
● Claim 2757
Cause;
A buyer raised a claim because the item was not delivered by the expected date of delivery.
The root cause was the missing of item because of no tracking number provided.
Action taken
Inquiry to the delivery service provided found any cause of missing item.
Because we could not give the buyer a trouble, we solved this incident by issuing a full refund.
And, we emailed the buyer about the completion for refund processing as well as our apology for this incident.
Measure to counter the recurrence of same incident
We will provide all shipment with tracking numbers from now on to set up the system for quickly responding to inquires of customers about the shipping status.
Cause;
A buyer raised a claim because the item was not delivered by the expected date of delivery.
The root cause was the missing of item because of no tracking number provided.
Action taken
Inquiry to the delivery service provided found any cause of missing item.
Because we could not give the buyer a trouble, we solved this incident by issuing a full refund.
And, we emailed the buyer about the completion for refund processing as well as our apology for this incident.
Measure to counter the recurrence of same incident
We will provide all shipment with tracking numbers from now on to set up the system for quickly responding to inquires of customers about the shipping status.
●クレ9534
原因
商品が届かないことが原因でクレームが発生。
調べてみたところ保管期限満了で日本へ返送途中でした。
対応
商品の追跡番号を確認しバイヤーへ状況を説明。
バイヤーへは返金完了のメール及びお詫びのメールをした対応致しました。
再発防止策
商品が届く予定日から3日後に追跡番号を確認し配達の状況を確認する体制を
整えました。
もし税関や配送業者で止まっている場合はバイヤーへ状況を連絡して
対応。事前に商品がバイヤーへ無事に届くようにサポートしていきます。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 07:12
●Claim9534
Cause
A customer filed a claim for having not received the item.
As a result of investigation, the item turned out to be on its way back to Japan after passed the storage limitation period.
Resolution
Confirmed the item's tracking number and explained the buyer the situation.
Emailed the buyer to notify the completion of the full refund and our apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company.
Cause
A customer filed a claim for having not received the item.
As a result of investigation, the item turned out to be on its way back to Japan after passed the storage limitation period.
Resolution
Confirmed the item's tracking number and explained the buyer the situation.
Emailed the buyer to notify the completion of the full refund and our apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 07:23
● Claim 8761
Cause;
A buyer raised a claim because of non-delivery of item.
Our investigation revealed that the item was on the way of returning to Japan after expiration of the retention period.
Action taken;
After checking whereabouts of the item using the tracking number, we explained to the buyer what was happened.
And, we emailed to the buyer about the completion of refund processing as well as our apology for this incident.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
We will support buyers for the safe delivery of items by informing them the delivery status of their item if they are stopped at the customs’ office or if they are retained at the delivery service company.
Cause;
A buyer raised a claim because of non-delivery of item.
Our investigation revealed that the item was on the way of returning to Japan after expiration of the retention period.
Action taken;
After checking whereabouts of the item using the tracking number, we explained to the buyer what was happened.
And, we emailed to the buyer about the completion of refund processing as well as our apology for this incident.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
We will support buyers for the safe delivery of items by informing them the delivery status of their item if they are stopped at the customs’ office or if they are retained at the delivery service company.
●クレ8346
原因
商品が届かないことが原因でクレームが発生。
調べてみたところ保管期限満了で日本へ返送途中でした。
対応
商品の追跡番号を確認しバイヤーへ状況を説明。
バイヤーへは返金完了のメール及びお詫びのメールをした対応致しました。
再発防止策
商品が届く予定日から3日後に追跡番号を確認し配達の状況を確認する体制を
整えました。
もし税関や配送業者で止まっている場合はバイヤーへ状況を連絡して
対応。事前に商品がバイヤーへ無事に届くようにサポートしていきます。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 07:13
●Claim 8346
Cause
A customer filed a claim for having not received the item.
As a result of investigation, the item turned out to be on its way back to Japan after passed the storage limitation period.
Resolution
Confirmed the item's tracking number and explained the buyer the situation.
Emailed the buyer to notify the completion of the full refund and our apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company.
Cause
A customer filed a claim for having not received the item.
As a result of investigation, the item turned out to be on its way back to Japan after passed the storage limitation period.
Resolution
Confirmed the item's tracking number and explained the buyer the situation.
Emailed the buyer to notify the completion of the full refund and our apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company.
Rating
63
Translation / English
- Posted at 13 Jul 2014 at 06:32
●クレ8346
Cause
A complaint resulted from an undelivered product.
Upon investigation, it was found that the package was being returned to Japan because the storage period has expired.
Response
After checking the tracking number, the situation was explained to the buyer.
An e-mail informing the buyer of the completion of the refund and an apology was sent.
Preventive measures
We set up a system to check the delivery status 3 days after the anticipated delivery date.
If the delivery is delayed at the customs or at the carrier, the buyer will be informed of the situation. We will provide support in advance to ensure that the product will be delivered to the buyer without any problem.
Cause
A complaint resulted from an undelivered product.
Upon investigation, it was found that the package was being returned to Japan because the storage period has expired.
Response
After checking the tracking number, the situation was explained to the buyer.
An e-mail informing the buyer of the completion of the refund and an apology was sent.
Preventive measures
We set up a system to check the delivery status 3 days after the anticipated delivery date.
If the delivery is delayed at the customs or at the carrier, the buyer will be informed of the situation. We will provide support in advance to ensure that the product will be delivered to the buyer without any problem.
●クレ4362
原因
商品をピックアップする為にバイヤーが商品を受け取りに郵便局へ
行かなければならなかったことが原因。
対応
バイヤーへはお詫びのメールをして対応。
再発防止策
商品が届く予定日から3日後に追跡番号を確認し配達の状況を確認する体制を
整えました。
もし税関や配送業者で止まっている場合はバイヤーへ状況を連絡して
対応。事前に商品がバイヤーへ無事に届くようにサポートしていきます。
Rating
50
Translation / English
- Posted at 13 Jul 2014 at 07:14
●Claim 4362
Cause
The buyer needed to go to the post office for picking up the item.
Resolution
Emailed the buyer with our apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company.
Cause
The buyer needed to go to the post office for picking up the item.
Resolution
Emailed the buyer with our apologies.
Countermeasure
Established the system to check the delivery item's tracking number 3 days after the date of the expected delivery date to confirm the delivery status.
A buyer will be notified when the item is at the customs or held at the end of the delivery company.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 07:27
Claim4362
Cause
The buyer went to the postal office to pick up the item. The buyer claimed that he/she needed to go to pick it up.
Action Taken
Sent apology letter to the buyer.
Prevention Action
Implement the procedure to confirm the tracking number and the status 3 days after the scheduled arrival date.
If the situation such as the item being held at the customs or shipping company is found, notify buyer.
Support buyer so that the item arrives safely.
Cause
The buyer went to the postal office to pick up the item. The buyer claimed that he/she needed to go to pick it up.
Action Taken
Sent apology letter to the buyer.
Prevention Action
Implement the procedure to confirm the tracking number and the status 3 days after the scheduled arrival date.
If the situation such as the item being held at the customs or shipping company is found, notify buyer.
Support buyer so that the item arrives safely.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 07:29
● Claim 4362
Cause;
A buyer raised a claim because he/she was required to go to a post office to pick up the package.
Action taken;
We have emailed our apology for this incident.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
We will support buyers for the safe delivery of items by informing them the delivery status of their item if they are stopped at the customs’ office or if they are retained at the delivery service company.
Cause;
A buyer raised a claim because he/she was required to go to a post office to pick up the package.
Action taken;
We have emailed our apology for this incident.
Measure to counter the recurrence of same incident
We set up the system to check whereabouts of items three days after their expected date of delivery using their respective tracking number.
We will support buyers for the safe delivery of items by informing them the delivery status of their item if they are stopped at the customs’ office or if they are retained at the delivery service company.
Rating
52
Translation / English
- Posted at 13 Jul 2014 at 07:32
Claim 4362
Cause:
The buyer had to go to post office to pick up the item.
Response:
Sent an apology email.
Recurrence prevention measure:
Implement the regulation which keep tracking the package status with tracking number after 3 days from the expected delivery date.
If the package is hold at customs for inspections or at any point of delivery processes, contact to the buyer and explain the situation. Keep tracking and make sure the package will be delivered to buyer safely.
Cause:
The buyer had to go to post office to pick up the item.
Response:
Sent an apology email.
Recurrence prevention measure:
Implement the regulation which keep tracking the package status with tracking number after 3 days from the expected delivery date.
If the package is hold at customs for inspections or at any point of delivery processes, contact to the buyer and explain the situation. Keep tracking and make sure the package will be delivered to buyer safely.
