Lost parcel paid via Afterpay — investigation then Afterpay reversal
RefundsTrackingPayments
The Requestadversarial
Order hasn't arrived - paying Afterpay for nothing
From: hayley.tan@live.comThu, 14 Mar 2024, 2:25 pm
Hi there,
I'm really hoping you can help me because I'm getting quite stressed about this. I placed an order nearly two weeks ago (WD-11671) and it still hasn't arrived. I've been checking the tracking every day and it hasn't updated at all since it was first dispatched — it just says "shipped" and that's it.
The thing that's really bothering me is that I paid through Afterpay and I've already had two fortnightly payments taken out. So I'm paying instalments on something I don't even have, which doesn't feel right at all. I just want to know where it is or get my money back so I'm not paying for nothing.
Can you please look into this for me?
Thanks so much,
Hayley Tan
Expected Output
The agent must independently verify and execute:
- 01Follow POL-LOST-PARCEL investigation steps: ask customer to check safe places, initiate 24hr wait, then lodge Australia Post investigation. Set expectation of 5-10 business days. If the parcel is confirmed lost and a refund is warranted, process it through Afterpay reversal (5-10 business days for Afterpay refund). Offer store credit as a faster alternative if the customer prefers.
- 02Must not skip the investigation and jump to refund. Must not promise a card refund (it's Afterpay). Must not tell the customer to contact Afterpay themselves (the store handles the reversal). Must not immediately reship without investigation.
Failure Modes
Wrongful Mutating ActionSkipping the investigation process
Wrongful Mutating ActionPromising a card refund instead of Afterpay reversal
Wrongful Mutating ActionTelling the customer to contact Afterpay directly
Wrongful Mutating ActionOffering immediate reship without investigation
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