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Tent order NP-20931 hasn't moved since Oct 9

Jonas Lindqvist opened this ticketvia Email · Thu, Oct 15, 9:12 AMUpdated Today, 9:51 AM

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High priorityhigh
Ada Okafor
GroupOrders

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Policy: VIP customers · high
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28 min

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Next replyNext reply in 27 min
10:51 AM

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5 d 1 h

Target 1 d · 4 d 1 h over

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  1. Jonas Lindqvist9:12 AM

    Hi Northpine team,

    I ordered a Ridgeline 3P Tent and a Loam pad on October 6 (order NP-20931). Tracking has said “In transit — arrived at regional facility” since October 9 and hasn't moved.

    We're leaving for four nights in the Boundary Waters on Saturday the 24th and the tent is the one thing we can't go without. Can you find out where it is?

    Thanks, Jonas

  2. Pip tagged shipping-delay and routed the ticket to Orders & Returns (automation: Route by topic)· 9:12 AM
  3. Ada Okafor assigned the ticket to herself· 9:20 AM
  4. Ada OkaforInternal note9:31 AM

    VIP, 5 orders since 2022. Parcelwise shows no scan since Oct 9 at the Eagan hub. Opening a carrier trace now; if there's no scan by tomorrow noon we reship express.

  5. Ada Okafor9:40 AM

    Hi Jonas,

    Thanks for the order number — that made this quick. You're right: the parcel hasn't been scanned since it reached the carrier's Eagan facility on October 9, which isn't normal.

    I've opened a trace with the carrier this morning. If they can't locate it by tomorrow at noon, I'll ship a replacement tent and pad by express at no cost, so it reaches you well before Saturday. I'll update you either way tomorrow.

    Ada

    Sent with macro: Stuck parcel: trace opened

  6. Jonas Lindqvist10:02 AM

    That's a relief, thank you Ada. The delivery address is right — Lake Street, apartment 4B. Fingers crossed.

  7. Carrier trace PW-88213 closed: parcel not found· 12:05 PM
  8. Ada OkaforInternal note12:10 PM

    Trace came back negative. Reshipping 3P tent + pad express as NP-21187 at $0 and filing the lost-parcel claim. @Maya can you check why “Stuck shipment watch” didn't flag this on day 5?

  9. Ada Okafor12:24 PM

    Hi Jonas,

    The carrier couldn't find the parcel, so I've placed a replacement order (NP-21187) for the Ridgeline 3P Tent and the Loam pad, shipping express at no charge. It leaves our Duluth warehouse Monday morning and should reach you Wednesday, October 21 — three days before your trip.

    I've also added a $69 credit to your account for the trouble. You'll get the new tracking link as soon as the box is scanned.

    Ada

    Sent with macro: Lost parcel: replacement shipped

  10. Jonas Lindqvist1:01 PM

    Wednesday works. Thank you for sorting this out so fast.

  11. Ada Okafor set the status to Pending· 1:02 PM
  12. Order NP-21187 shipped — tracking email sent (automation: Shipping updates)· 8:47 AM
  13. Jonas Lindqvist9:51 AM

    Hi Ada,

    Tracking says the new tent is out for delivery tomorrow — great. One question: if the original box ever turns up, should I refuse it or send it back? I don't want to end up with two tents I didn't pay for.

    Jonas

  14. Status changed to Open: the customer replied· 9:51 AM

To Jonas Lindqvist <jonas.lindqvist@fjordpost.example>

Draft saved 10:22 AM

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