DC3 Operations

Trace Request
Trace Request Case Procedure (DS)
Section: Customer Support
Updated: 08/29/2014

Policy:

Trace Request cases are created when a customer has not received his or her order in
the promised time frame. Follow the Trace and Mis-ship Crediting Guidelines to
determine when to initiate the trace investigation. For orders being sent to APO/FPOs via
USPS, we must wait 15 days from the shipped date before crediting, as we do not trace
USPS orders.

Procedures:
Review the case and read all of the notes in full before proceeding.
If a trace needs to be initiated, e-mail the vendor through the DS - Customer Support
queue in Connect. Request that a trace be initiated. Leave the case Status as Waiting
for Vendor and enter comments in the Notes section that read 1 st Request - e-mailed
vendor to start a trace on tracking number XXXX Incident XXXXX. Click on Save &
Close in the upper left-hand side of the screen to save your updates.
If the customer needs to wait (contacted us too early), please email the customer
through the 'MSS - Order Accuracy' queue in Connect advising them to respond if they
have not received their package(s) by the end of the day on XXdateXX. Change the
Status drop-down menu to Solved and enter comments in the Notes section that read
Cannot process trace yet, e-mailed customer to advise. Click on Save & Close in the
upper left-hand side of the screen to save your updates.
Do not start a trace for items that are $100 retail or less. Instead, process a credit
in CSC and add to the 185.
If the tracking number shows Billing Information Received, Billing Information Voided or
Initiated, please e-mail the corresponding vendor (see Vendor Contact List) through
the DS - Customer Support queue in Connect with instructions to process a return in
CommerceHub for the missing merchandise. Change the queue to Mis-ship-DS, leave
the Status drop-down menu as Waiting for Vendor and enter comments in the Notes
section that read 1st Request E-mailed vendor to process a return for SKU XXX
BIR/BIV or Initiated - Incident XXXXX. Then click on Save & Close in the upper lefthand side of the screen to save your updates.
Deadline: Cases should be worked daily.
Program(s) needed: CSC, Connect, CommerceHub, UPS.com, FedEx.com

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