私たちは商品が届いていないというクレームうけた商品の原因を調査しました。
１点はフランス国内で紛失された可能性があり、追跡番号がフランス郵便局で反映されていませんでした。
もう１点は商品は配達済みになっているが、受け取ってないというクレームをうけていました。
こちらの２点については現在郵便局に調査中です。
受け取りをしていればお客様のサインをしているはずですが、それを手に入れるまでに１－２週間の調査時間が
かかり、クレームの期間内に対処できませんでした。
Rating
57
Translation / English
- Posted at 06 May 2016 at 02:14
We investigated the items' whereabout as we received a complaint that the items had not arrived yet.
One was possibly lost inside of France because La Poste did not show its tracking number.
The other was shown as delivered but claimed not to have been received.
The two items are under investigation of the post office now.
If it was received, they must have got your signature for that. However, it took 1 to 2 weeks to get the signature for investigation. This is why we were not able to process your complaint within the specified period.
One was possibly lost inside of France because La Poste did not show its tracking number.
The other was shown as delivered but claimed not to have been received.
The two items are under investigation of the post office now.
If it was received, they must have got your signature for that. However, it took 1 to 2 weeks to get the signature for investigation. This is why we were not able to process your complaint within the specified period.
Rating
60
Translation / English
- Posted at 06 May 2016 at 02:12
We looked into a cause of a claim saying a product has not been delivered yet.
One of the possible causes is that it may have been missing somewhere in France because a tracking number did not show any status at a French post office.
The other is that your order has been already delivered, but an undelivered claim was issued.
These possible causes are still under investigation.
If you have already received your order, you should have signed a delivery slip, but but because it took about one to two weeks to get a copy of such a signed delivery slip to look into this matter, we were not able to handle this claim within a claim handling period.
One of the possible causes is that it may have been missing somewhere in France because a tracking number did not show any status at a French post office.
The other is that your order has been already delivered, but an undelivered claim was issued.
These possible causes are still under investigation.
If you have already received your order, you should have signed a delivery slip, but but because it took about one to two weeks to get a copy of such a signed delivery slip to look into this matter, we were not able to handle this claim within a claim handling period.
私たちはこの２点のようなクレームを今後防ぐために新たに配達からお客様のフォローを見直しました。
まず１点、配送方法を追跡付きのスモールパケットで配送していましたが、高速発送のEMSに変更することに
しました。
EMSであればフランスまで４-７日ほどで商品が到着します。
私たちはすべてのお客様の発送情報と追跡番号を保存しています。
EMSで商品を発送し、７日経過した時点で追跡番号を調査し、お客様へフォローメールを送ることにしました。
追跡した結果、商品が到着している場合はお客様に
Rating
57
Translation / English
- Posted at 06 May 2016 at 02:27
We have changed the way how we deliver items and how we follow up with our customers so that complaints such as these two will not happen again.
First, we used to deliver in small packet with tracking number. From now, we will use EMS as it is a expediated way for delivery.
EMS can deliver items to France within 4-7 days.
We keep all the information regarding the delivery including the tracking numbers.
After an item is sent out by EMS, we will check the tracking number on the 7th day and confirm the customer by emailing him/her.
In case the item is found to have been arrived after checking the tracking number, we will ask the customer
First, we used to deliver in small packet with tracking number. From now, we will use EMS as it is a expediated way for delivery.
EMS can deliver items to France within 4-7 days.
We keep all the information regarding the delivery including the tracking numbers.
After an item is sent out by EMS, we will check the tracking number on the 7th day and confirm the customer by emailing him/her.
In case the item is found to have been arrived after checking the tracking number, we will ask the customer
Rating
60
Translation / English
- Posted at 06 May 2016 at 02:20
We have reviewed again the order process from a point of delivery in order to prevent a claim like these two claims.
First, we shipped an order packed in a small package with a tracking number in this case, but we will change a shipping method to EMS, which is a fast delivery method.
With EMS, it may take only 4 to 7 days to get an order delivered to France.
We keep all order information including a customer's shipping info and tracking number.
Seven days after an order is shipped, we will check its tracking number and send our email to a customer about the status of it.
After we check the status of a tracking number, if an order has been delivered, we will inform our customer...
First, we shipped an order packed in a small package with a tracking number in this case, but we will change a shipping method to EMS, which is a fast delivery method.
With EMS, it may take only 4 to 7 days to get an order delivered to France.
We keep all order information including a customer's shipping info and tracking number.
Seven days after an order is shipped, we will check its tracking number and send our email to a customer about the status of it.
After we check the status of a tracking number, if an order has been delivered, we will inform our customer...
商品が到着したようですが、問題はありませんか？というフォローメールを送ります。
ここで万が一到着していないと返事が来た場合はすぐに郵便局に調査をだします。
７日時点ですぐに調査をだせば到着期限内に私たちは答えを提出できます。
お客様の不安を取り除くことができます。
追跡した結果、まだ商品が到着していない場合、
お客様に、郵便局に商品の行方を調査しているのでお待ちくださいとフォローメールを送ります。
高速発送で送っているため私たちは配達の期限内にお客様に明確な返事をすることができます。
Rating
57
Translation / English
- Posted at 06 May 2016 at 02:35
by emailing, "The item seems to have been received by you. If there is a problem, please let us know."
If the customer replies that the item has not arrived yet, we will ask the post office for investigation.
If we start investigating on the 7th day, we will be able to reply within the specified period necessary for the item's arrival. This way, we will be able to get rid of the customer's anxiety.
In case the item is found not to have been received as a result of the investigation, we will email the customer asking him/her to kindly wait a little more because the item's whereabout is under investigation.
In case of the expediated mail service, we will be able to reply to our customers within the specified period of time for delivery.
If the customer replies that the item has not arrived yet, we will ask the post office for investigation.
If we start investigating on the 7th day, we will be able to reply within the specified period necessary for the item's arrival. This way, we will be able to get rid of the customer's anxiety.
In case the item is found not to have been received as a result of the investigation, we will email the customer asking him/her to kindly wait a little more because the item's whereabout is under investigation.
In case of the expediated mail service, we will be able to reply to our customers within the specified period of time for delivery.
Rating
60
Translation / English
- Posted at 06 May 2016 at 02:30
(if an order has been delivered,) we will send a follow-up email to ask our customer if there is any problem with an order.
If our customer says he has not received his order, then we will immediately start checking with a post office.
If we check the status of an order withing seven days after shipment, we will be able to get an answer for our customer within the claim handling period.
We will be able to get rid of our customers' concerns.
After we check the status of an order, if an order has not been delivered yet, we will send a follow-up email to our customer to tell him to wait while we are looking into the status of his order.
With a fast delivery method, we will be able to send a clear reply to our customer within the claim handling period.
If our customer says he has not received his order, then we will immediately start checking with a post office.
If we check the status of an order withing seven days after shipment, we will be able to get an answer for our customer within the claim handling period.
We will be able to get rid of our customers' concerns.
After we check the status of an order, if an order has not been delivered yet, we will send a follow-up email to our customer to tell him to wait while we are looking into the status of his order.
With a fast delivery method, we will be able to send a clear reply to our customer within the claim handling period.
Rating
52
Translation / English
- Posted at 06 May 2016 at 02:33
I will send a following-up e-mail asking if there is no problem.
Once we receive a reply and we know that a product is not delivered, we will immediately ask an investigation to Japan Post. We can submit an answer within a delivery period if we ask an investigation within 7 days.
Therefore we can remove anxieties of our customers.
In case we found that products are not delivered as a result of a tracking,
We will send a follow-up e-mail to ask to wait during an investigation by Post Office.
We can give a clear answer to our customers during a delivery period, as we send products using express deliveries.
Once we receive a reply and we know that a product is not delivered, we will immediately ask an investigation to Japan Post. We can submit an answer within a delivery period if we ask an investigation within 7 days.
Therefore we can remove anxieties of our customers.
In case we found that products are not delivered as a result of a tracking,
We will send a follow-up e-mail to ask to wait during an investigation by Post Office.
We can give a clear answer to our customers during a delivery period, as we send products using express deliveries.
Rating
50
Translation / English
- Posted at 06 May 2016 at 03:00
This follow up email will be sent "It appears the product has arrived. Were there any problems?"
If the response is that the product has not been received, we will immediately check with the postal service.
If we can start the tracking process within 7 days, we should have an answer within the shipping time frame.
We should be able to allay the customer's anxiety.
If the result of tracking is the product still hasn't arrived, a follow up email to the customer will be sent. The email will request the customer to please wait as we are tracking the product.
We can give the customer a clear answer within the shipping time frame because we send via priority service.
If the response is that the product has not been received, we will immediately check with the postal service.
If we can start the tracking process within 7 days, we should have an answer within the shipping time frame.
We should be able to allay the customer's anxiety.
If the result of tracking is the product still hasn't arrived, a follow up email to the customer will be sent. The email will request the customer to please wait as we are tracking the product.
We can give the customer a clear answer within the shipping time frame because we send via priority service.
