原因
お客様から配達期限内に商品が届かなかったとクレームをうけました。
私達は今回の遅延について調査し、原因が判明いたしました。
こちらの商品は4/15に私達の元に返送されていました。
返送理由を確認しましたところ、保管期限経過と記載されていました。
お客様のところに配達に伺ったが不在だったため郵便局にもちかえり、
その後、保管期限経過のため日本に返送されたと郵便局から回答をいただきました。
Rating
52
Translation / English
- Posted at 01 May 2016 at 11:41
Cause
We received a complaint from the customer claiming that the item did was not delivered before delivery deadline.
We investigated on this delay and found what caused it.
This item had been returned to us on April 15th.
As we checked reason of return, it was written that storage period had passed.
The post office replied that they visited the customer for delivery, but due to absence it was brought back to the post office and after storage period passed, it was returned to Japan.
naokikageyama likes this translation
We received a complaint from the customer claiming that the item did was not delivered before delivery deadline.
We investigated on this delay and found what caused it.
This item had been returned to us on April 15th.
As we checked reason of return, it was written that storage period had passed.
The post office replied that they visited the customer for delivery, but due to absence it was brought back to the post office and after storage period passed, it was returned to Japan.
Rating
51
Translation / English
- Posted at 01 May 2016 at 11:44
The cause:
We got the complaint that the customer didn't receive the product by the delivery commitments.
We researched about this delay and found the cause.
This product was sent back to us on April 15.
As we confirmed the reason of return, it was described the passage of the storage limitation.
We got the reply from the post office that they delivered to the customer but they weren't at home and brought back to the office, then they returned the product to Japan due to passage of the storage limitation.
We got the complaint that the customer didn't receive the product by the delivery commitments.
We researched about this delay and found the cause.
This product was sent back to us on April 15.
As we confirmed the reason of return, it was described the passage of the storage limitation.
We got the reply from the post office that they delivered to the customer but they weren't at home and brought back to the office, then they returned the product to Japan due to passage of the storage limitation.
改善計画
今回のクレームの原因は私達の連絡不足が原因で発生したと考えています。
保管期限経過まえにお客様にフォローメールを送ることで遅延との勘違いを
ふせぎ今回のようなクレームを未然に防ぐことができると考えました。
発送後の発送通知メールに加え、
１４日後に不在だったお客様に再配達依頼をいただけるようなフォローメール
を送信することが決定しました。
フォローメール内容
○○様
このたびは、アマゾンよりご注文くださいましてまことにありがとうございます。
商品は到着しましたでしょうか？
Rating
52
Translation / English
- Posted at 01 May 2016 at 11:44
Improvement plan
We consider the cause of this complaint is because of our lack of communication.
By sending followup email to customer before storage period ends, we assume we will be able to prevent misunderstanding as delay and prevent complaint like this before it happens.
Added to notice of shipment email after sending, we decided to send followup email 14 days later so customers can request redelivery.
Follow up email message
Dear ○○,
Thank you very much for ordering through Amazon.
Have you received the item?
naokikageyama likes this translation
We consider the cause of this complaint is because of our lack of communication.
By sending followup email to customer before storage period ends, we assume we will be able to prevent misunderstanding as delay and prevent complaint like this before it happens.
Added to notice of shipment email after sending, we decided to send followup email 14 days later so customers can request redelivery.
Follow up email message
Dear ○○,
Thank you very much for ordering through Amazon.
Have you received the item?
Rating
51
Translation / English
- Posted at 01 May 2016 at 11:49
The improvement plan
We consider that the cause of this complaint happened due to lack of our communication.
We think that we can obviate this kind of complaint to avoid the customer to mistake as the delay by send the following e-mail to their before the passage of the storage limitation.
We decided that in addition to the notice e-mail to shipping note after sending, we send the follow e-mail to ask the customer for request redelivery in 14 days.
The contents of follow e-mail
Dear ○○,
Thank you very much for ordering the product by Amazon.
Have you received the product yet?
We consider that the cause of this complaint happened due to lack of our communication.
We think that we can obviate this kind of complaint to avoid the customer to mistake as the delay by send the following e-mail to their before the passage of the storage limitation.
We decided that in addition to the notice e-mail to shipping note after sending, we send the follow e-mail to ask the customer for request redelivery in 14 days.
The contents of follow e-mail
Dear ○○,
Thank you very much for ordering the product by Amazon.
Have you received the product yet?
万が一商品が届いていない場合は、以下のケースが想定されます。
お客様の不在により郵便局に商品を持ち帰っているケースです。
商品の不在通知表が投函されていませんか？
不在通知表がある場合は、そちらに記載の電話番号より再配達依頼を
お願いいたします。
保管期限2週間がすぎると商品は日本に返送されてしまいますのでご注意ください。
その他で商品の発送についてのお問い合わせはこのメールアドレスにご返信ください。
責任をもって対応いたします。
今後はこのフォローメールを全てのお客様に送信します。
Rating
52
Translation / English
- Posted at 01 May 2016 at 11:47
In case you have not received the item, we assume following case occurred.
Post office brought back the item due to your absence.
Have you received absence notice?
If you received absence notice, please call the telephone number written on it and request redelivery.
Please note that after 2 weeks storage period ends, the item will be returned to Japan.
For inquiry about shipment of item, please reply to this email.
We will responsibly take care of the matter.
In the future we will send this followup email to all customers.
Post office brought back the item due to your absence.
Have you received absence notice?
If you received absence notice, please call the telephone number written on it and request redelivery.
Please note that after 2 weeks storage period ends, the item will be returned to Japan.
For inquiry about shipment of item, please reply to this email.
We will responsibly take care of the matter.
In the future we will send this followup email to all customers.
Rating
51
Translation / English
- Posted at 01 May 2016 at 11:55
In case you haven't received the product yet, the below case is expected.
It is the case the post office brings back due to the customer's absence.
Isn't the absence note of the product posted?
Please ask the redelivery by the phone number described if you have the note.
Please be careful the product will be returned to Japan after 2 weeks of the storage limitation.
Please reply the inquiry of the product's shipping on other things to this e-mail address.
We will handle this with responsibility.
We will send this follow e-mail to all customers.
It is the case the post office brings back due to the customer's absence.
Isn't the absence note of the product posted?
Please ask the redelivery by the phone number described if you have the note.
Please be careful the product will be returned to Japan after 2 weeks of the storage limitation.
Please reply the inquiry of the product's shipping on other things to this e-mail address.
We will handle this with responsibility.
We will send this follow e-mail to all customers.
