Dial Customer Solutions Internal CS Wiki

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====== I never received my shipment ======

The first thing you should do is [[howto:check_delivery|check the delivery status]] of the order to see if it has arrived.

===== If the customer does not want the order: =====

If they can locate the package, they can [[howto:rma|follow our RMA process]] to return it. You should [[howto:cancel|cancel their subscription.]]

__If the item was delivered:__

**Talk Track:** //I checked the tracking number for your order with USPS/UPS and it is showing that the package was delivered successfully to your address on ____. Perhaps it was picked up by another member of the household or a neighbor - I suggest asking around. If you can locate the package, we do have a 30 day return policy. To avoid any  charges, we really do need to have the merchandise returned to us.//

__If the item has not been delivered:__

**Talk Track:** //Your order is already in transit and it is too late to cancel the shipment. Don't worry, We do have a 30 day return policy and will be happy to issue you a refund upon return of the merchandise.//

===== If the customer wants the order: =====

__If the item was delivered:__

Encourage the customer to check with family members and neighbors to see if they have the package. If not, [[howto:reship|we can reship]] as a one time courtesy.

**Talk Track:** //

__If the item has not been delivered:__

[[howto:reship|We can reship]] as a one time courtesy.

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