Search the parcel tracking ID(s) on Erin
Raise a query on the tracking if not already done– If the whole order is damaged/lost, a query must be raised on every individual tracking ID.
Once the query is raised, the depot confirms the parcel(s) is lost/damaged, you can raise a claim by clicking the three dots on the right hand side titled ‘action’s and then ‘raise a claim’
There are 6 fields you must complete in order to raise the claim.
To get the cost price, Retail Price & Product name, simply head to Magento > Catalog > Products and ensure that you have the columns setup to show Name, SKU, Price & Cost
- Reason for Claim is either “Loss” or “Damage”.
If the item is on sale, use this price as the retail price.
To complete Item Description, simply copy & paste the product name from our website. E.g. “PerfectDraft Stella Artois 6L Keg”
To complete description of claim, simply confirm a brief description, e.g. “lost at delivery point” or “damaged in transit”
Evidence must be uploaded as proof of the claim. Evidence piece no. 1 is the below screenshot, showing the product name & cost price. Evidence piece no. 2 is the signed/copied declaration from the customer.
For lost/damaged parcels, the customer can now only copy and paste the declaration from our canned responses back to us in a return email (we no longer use or offer out the Non-receipt of goods form). If you have a personal canned response, please amend immediately if needed! This makes claims much simpler.
When on the ticket, click the three little dots stating ‘more’ at the top, and click print.
Then click on the destination drop-down menu – select save as PDF – then upload onto the Erin claim under step 6 “add attachments”