Overnight Shipping Request ProcedureUpdated a month ago

When requesting an overnight shipment follow these steps.

1. Research all tracking numbers associated with items in question. Did all of these get delivered? If so, ask the customer to send photos of the boxes as delivered.
   1. Additional things to consider, weight of the box(es) in question. Do they appear lighter than expected given the items missing? Air chambers, gel foam and pumps are considerably heavy compared to side rails and support foams
   2. Get complete list of missing items (components) from customer
   3. Add note to order describing situation
   4. Does the customer have another bed to sleep on?

2. Contact your manager verbally about the situation to discuss if overnight shipping will be approved. If manager not immediately available, follow organization chart to reach next manager.
3. Email vendor responsible for shipping confirming the above steps.
   1. Example statement: “I confirmed all boxes were delivered and customer sent photos of box(es) condition. It appears the boxes were damaged, retaped, cut, torn (use the best description here). Missing components are as follows: (provide list and skus if available)
   2. Include customer order number name in subject line and brief description as follows: 1011XXXX Johnson MISSING ITEMS Overnight Shipping and flag as urgent.
   3. Include customer’s full delivery address details in email body after description in 3.a above.
   4. Request ANM or vendor responsible for shipment to give overnight shipping price quotes. If Friday, and customer wants Saturday delivery, request both Next Day Saturday and Next Business day Monday quotes.
4. Manager will reply all to quote email with overnight approval if applicable or resolve by other means with customer.