Scentsy and FedEx: Reporting

Are you a consultant who has had issues with FedEx regarding your packages from Scentsy? Are you a customer who has had your package damaged, lost, or delivered to the wrong address?

Well, there are steps you can take to report your FedEx package issue to Scentsy. Below are the steps you can take for each situation.

1. Damaged Package

   1. DO NOT OPEN YOUR PACKAGE JUST YET.

   2. Take pictures/video's of the package where the damages are.

   3. Open your package and take photo's while opening it.

   4. Take pictures while you are checking the contents thoroughly! Make sure everyting you have ordered is there.
      

   5. Take pictures while you are checking the quality of each item. Is the item damaged from shipping? Is there a piece missing?

   6. Once you have checked your package and the contents:

      1. If you are a CUSTOMER, get in contact with your Scentsy Consultant so they can file with Scentsy. Give them as much details as possible and the pictures/video's you have taken.

      2. If you are a *SCENTSY CONSULTANT, contact Consultant Support by creating a Support Ticket on your workstation.
         

         1. When creating your Support Ticket, make sure you put in as much information as possible, including any and all pictures/videos you have. DO NOT CALL CONSULTANT SUPPORT UNLESS ITS AN EMERGENCY! You need to make sure that you have written documentation about the package/issue along with any and all pictures/video's.
            

         2. Once you have created and sent in your support ticket, then you need to Chat with a Consultant Support Representative. This is to ensure that your support ticket will be sent to the right department so they can help you resolve this issue.

         3. IF THIS IS COMING FROM ONE OF YOUR CUSTOMER'S, keep reasurring them that the issue is being handled and you will help make it right.

2. Lost Package/Never Delivered/Package Not Tracking

   1. Check your tracking to see if there are any updates or notes.

   2. If there are no updates and you suspect your package has been lost,
      

      1. Scentsy Customers: Contact your Scentsy Consultant so they can put in a support ticket with Scentsy. Make sure you have sent a picture/screenshot of the tracking information and tracking number so they can get the nessessary information to Scentsy.

      2. Scentsy Consultants: Create a support ticket through your workstation with all the pictures/screenshots and any important information so Scentsy can take a look and help resolve the issue or let you know the next steps.

3. Item(s) Missing/Broken

   1. DO NOT OPEN YOUR PACKEGE YET.

   2. Check and make sure the outside of your package isn't damaged. If it is damaged, please refer to the Damaged Package section above.

   3. If there are no signs of damage, open your package and check every single item by opening them up and doing a quality check. If you see any item damaged, make sure you take pictures to document the damage.

   4. If there are no damage items, then your all set to go.

   5. If there are some damaged items:
      

      1. Scentsy Customers: Contact your Scentsy Consultant so they can put in a support ticket to replace your damaged items, just make sure that you give your Scentsy Consultant all the information/pictures/videos.

      2. Scentsy Consultants: Create a support ticket through your workstation with all the pictures/vidoes and any important information so Scentsy can take a look and guide you to the next steps that need to be taken.

4. Stolen Package

   1. Check your tracking to see if it was delivered to the right address, if not, see "Delivered to different address" section below.

   2. If it has been delivered to the right address but has been stolen:

      1. Scentsy Customers:

         1. Contact your Scentsy Consultant so they can put in a support ticket with Scentsy. Make sure you have sent a picture/screenshot of the tracking information and tracking number so they can get the nessessary information to Scentsy.

         2. Contact FedEx and let them know your package has been stolen. They will need your tracking number and any evidence you have that it has been stolen.

         3. Contact your Local Police Department and file a police report. They will need your tracking number, a list of all items that were in the package, and your contact information. Some police departments have additional requirements.

      2. Scentsy Consultants: 
         

         1. Create a support ticket through your workstation with all the pictures/screenshots and any important information so Scentsy can take a look and help resolve the issue or let you know the next steps.

         2. Contact your customer and let them know what the next steps are and how to complete them. Also make sure they report the theft to FedEx and to their local police department.

5. Delivered to a Different Address

   1. Check your tracking number to see if it was delivered to a different address. Most of the time the Delivery Driver is required to take a photo of the package when they drop it off at a residence.

   2. If your package was delivered to a different address,

      1. Scentsy Customers:

         1. See if you can locate the package.

         2. If you have located the package, or you cannot locate your package, contact your Scentsy Consultant and give them all the necessary information/pictures/tracking numbers so they can put in a support ticket to Scentsy.

      2. Scentsy Consultants:

         1. Create a support ticket through your workstation with all the pictures/vidoes and any important information so Scentsy can take a look and guide you to the next steps that need to be taken, if any.

         2. Check in with your customer and make sure that they know you have informed Scentsy.

Always let Scentsy or Your Independent Scentsy Consultant know about any and all problems you have with your order/package.