Lost Item - Provider Left Item Behind (B2C)
There are 3 situation-based responses when a provider leaves an item behind at a client's home.
The 3 situations are:
Provider messages Zeel inquiring about an item left behind
Client messages Zeel to alert us that the provider left an item behind
Item must be shipped
Receive message from a provider inquiring about a forgotten item
If Customer Service Team member receives a message from a provider inquiring about a forgotten item at an appointment location, then please follow this process:
Respond by writing to the provider, ”Hello NAME, We are happy to assist you. Please do not attempt to contact the (client/patient). We are confirming your ITEM is at the appointment location and we will be in touch with next steps. We appreciate your patience while we work to resolve this for you!”
(Shortcut: Lost-items-provider-notifies-cs)
Next, contact the client/patient by writing, “Hello NAME, This is Zeel. PROVIDER believes ITEM was left behind at your appointment location. At your convenience, will you please let us know if you have located the item?”
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Receive message from a customer notifying of item provider left
If Customer Service Team member receives a message from a client informing us of an item left behind by the provider, then please follow this process:
Respond by writing to the client/patient: “Hello NAME, Thank you for letting us know! We will attempt to contact the provider. Please let us know where the ITEM will be left and what the best window of time for pickup will be.”
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Next, contact the provider by writing, “Hello NAME, the (client/patient) has confirmed your (ITEM) has been found at the appointment location and we are coordinating the return of it to you. There is no need for you to contact the (client/patient), we are handling that on our end. Thank you for your patience. We will follow up soon!”
(Shortcut: Lost-items-cs-notifies-provider)
Item Must Be Shipped
Only arrange shipment of an item if the client/patient does not want the provider back at the appointment location, the provider is unable to drive back, or if any extenuating circumstances arise. In response to both parties, we would say:
To the client/patient:
“Hello NAME, Thank you for letting us know! We will attempt to contact PROVIDER. We are happy to provide pick-up and shipment of the ITEM back to the provider. What is most convenient for you?”
(Shortcut: Lost-items-customer-notifies-ship-item)
To the provider:
“Hello NAME, We will coordinate with the customer to ship the ITEM back to you. Please provide your shipping information, so we can we can proceed with making arrangements.”
(Shortcut: Lost-items-provider-ship-item)