Customer Reporting an Item was Not in Their Shipment

Note: Shops should refer customers to Loupe Customer Support when CS issues arise, so that our Support can handle the processing of the situation. This allows us to focus on ensuring the customer is taken care of, and your staff to focus more on the breaking and shipping side. You can refer them to https://support.loupetheapp.com/support, or instruct them to send an email to support@loupetheapp.com. In-Stream, you can also direct customers to tap the "Loupe Support" button within the Loupe app.

If a customer contacts Loupe regarding a missing item, you may receive an email from support requesting information about the item. Typically, this will revolve around verification that the item was indeed included in the customer's package, and that the package was shipped. The most common circumstances surrounding this type of contact are as follows:

1. The item was missed during sorting, and set aside for future resolution
2. The item was accidentally shipped to another customer
3. The item was missed during the break (mistaken for a base/non-insert card)
4. Unknown - the item cannot be found

- The item was missed during sorting

In instances where the item was missed, you should ensure that the item is shipped as promptly as possible, and provide Loupe with tracking information so that they can ensure that they provide it to the customer.

- The item was shipped to another customer

If an item was shipped to another customer, there are two primary steps that should be followed. The first, of course, is to contact the user the item was shipped to (if known) to request that they return it. In many instances, we have had customers return items that were wrongfully shipped to them.

Once outreach has begun, you should give that user roughly 5 days to respond. If 5 days pass without a response, we should assume the card will not be returned, and that being the case, explore other methods of resolution. The options available at this point are as follows:

1. Replace the card with the same card attained elsewhere
2. Provide a refund for any charges pertaining to that card's acquisition (This is typically not applicable for higher-value cards)
3. Request that Loupe provide Loupe credit for the comp amount of the card (this will be taken out of the shop's payout)

- The item was missed during the break (mistaken for a base/non-insert card)

The item should be shipped as promptly as possible, and Loupe should be provided with tracking information so that they can ensure that they provide it to the customer.

- Unknown/The item cannot be found

If the item cannot be found, and we cannot fully verify that the item was not shipped with the package, we should assume that the card is missing, and follow the same options as a mistaken customer shipment:

1. Replace the card with the same card attained elsewhere
2. Provide a refund for any charges pertaining to that card's acquisition (This is typically not applicable for higher-value cards)
3. Request that Loupe provide Loupe credit for the comp amount of the card (this will be taken out of the shop's payout)