AmyBell0641 · 5 Aug 2025, 06:43 UTC
Ask them to trace the parcel reference into their receiving record and match the controller identifier, rather than searching only your purchase order; otherwise sales can keep finding the sale and missing the return.
25 pointsThey have the order, return agreement and parcel reference. I have asked for receiving's answer directly this time, not another sales reassurance.
3 pointsInclude the sender name used on the parcel. Receiving may have entered your company or courier account differently from the name sales recognises.
6 pointsCheck the delivery signature and address against the return agreement too. It may help them identify which receiving point accepted the package before anybody searches the assessment queue.
16 pointsAddress matches. Signed at their shared goods entrance. Sender was our parent company, which isn't the workshop name on the order. Sent both names now.
4 pointsDid the return paperwork inside identify the controller serial number? That would help them match an unpacked unit even if the outer label is gone.
21 pointsWe found a returned instrument under its courier sender rather than our lab name, so Yasmin's suggestion is worth trying, though ours had only been misplaced in the records, not confirmed inspected.
3 pointsOn a service chase I kept two columns: where the unit was and what had been done to it. It stopped a location update being repeated around the team as repair progress. You may find that useful once someone finally locates yours.
15 pointsAmy, is the manual work covered while this drags on?
13 pointsCovered, but it takes someone from packing. Priya, serial is on the internal return sheet and our retained copy. No assessment confirmed.
15 pointsI'd have purchasing ask for a named service contact now, because you have enough identifiers for somebody to do an actual search rather than circulate the same delivery screenshot.
4 pointsHas the shared receiving desk acknowledged the package itself? A correct address narrows the search, but I would still ask them to connect that signature to their own entry.
3 pointsReceiving found an entry under our parent company, described as control cabinet. They are checking where it went after unpacking. Still no serial match from service.
12 pointsAsk service to confirm the serial when they locate it. The receiving description could cover more than one returned unit.
15 pointsDid service complete that match, Amy? Interested whether you finally have an identified unit rather than only the parcel trail.
3 pointsYes. Service confirmed our serial on their waiting shelf. Intake job created now. Thanks, Yasmin, the sender-name search found the route through receiving. No assessment date yet.
10 pointsThat is the location column answered. I'd ask what authorisation or booking is needed for assessment next, so it doesn't spend another interval on that shelf with everybody thinking the chase is finished.
16 pointsHas anyone given packing a revised cover plan, now you know assessment hasn't started?
24 pointsThis discussion is closed to new replies after six months without activity. Last activity: .