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Logistics customer service for e-commerce businesses and marketplace sellers

Entrust Weavenn with the management of requests and issues related to your logistics operations: order tracking, delivery delays, damaged or missing products, cancellations, returns and withdrawals.

Our teams handle requests escalated by your teams and manage the necessary procedures with the relevant carriers and partners.

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Weavenn customer service supporting your logistics operations

Delivery delays, missing parcels, damaged products or returns: Weavenn supports sellers and their teams in handling requests related to logistics execution. Our teams identify the source of each issue and coordinate its resolution with the relevant parties.

End-to-end incident management throughout the logistics journey

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Delivery tracking and delays

Investigation when an order does not arrive within the expected delivery timeframe.

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Damaged products

Handling of damage or breakage incidents that occur during transport.

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Order changes and cancellations

Handling requests that can still be accommodated within the logistics process.

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Lost or missing products

Parcel tracking and initiation of the necessary procedures with the carrier.

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Order or delivery errors

Handling situations where the product delivered does not match the order.

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Returns and withdrawals

Organization and tracking of returns, including bulky products requiring home collection.

Our logistics customer service supporting your teams

Your end customers remain in contact with your customer service team. When a request requires logistics intervention, your teams escalate it to Weavenn through their back office.

For merchants selling on Fnac Darty marketplaces, first-level customer service is handled by Fnac Darty call centers. Requests requiring logistics support are then escalated to Weavenn.

We then take over to identify the source of the issue, coordinate with the warehouse or carrier, and follow the case through to resolution.

More than claims management,

operational support

A dedicated team to handle complex situations

Not every logistics issue fits a standard process. Weavenn’s teams assess each request, take the specific circumstances of the case into account and follow it through to resolution. They can also support international sellers, with teams working in French, English and Chinese.

Stronger relationships with carriers

Weavenn centralizes communications with carriers, including information requests, parcel searches, investigations, supporting documents, follow-ups and compensation claims. Thanks to the volumes handled across its customer base, Weavenn benefits from established operational relationships and dedicated points of contact with its carrier partners.

Less administrative work for your teams

In the event of loss, damage or another covered incident, Weavenn gathers the required information, handles the necessary procedures with the carrier and supports the preparation of insurance claims when transport insurance has been taken out.

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Free your teams from post-shipment complexity

Delivery delays, lost or damaged parcels, returns and compensation claims can quickly consume significant time and resources when handled internally.

By entrusting Weavenn with the operational management of these situations, your teams benefit from a single point of contact to track incidents, coordinate with carriers and manage the related procedures.

This reduces the workload associated with logistics and administrative follow-up while allowing you to retain control of your customer relationship. Your teams can focus on their core business while Weavenn handles the resolution of logistics issues.

Frequently Asked Questions

What is e-commerce logistics customer service?

A logistics customer service team handles requests related to order fulfillment after an order has been placed, including delivery tracking, delays, lost or damaged parcels, incorrect products, returns and withdrawals. Weavenn manages the operational resolution of these issues and, when necessary, coordinates with warehouses, carriers and other relevant partners.

 

What types of logistics claims can Weavenn handle?

Weavenn handles delivery delays, lost or missing parcels, damaged products, delivery errors, order cancellation or modification requests, as well as returns and withdrawals. The teams assess each situation and follow up on the case through to resolution.

Does Weavenn communicate directly with my end customers?

n the standard operating model, communication with the end customer remains managed by your own teams or customer service department. When a request requires logistics intervention, it is escalated to Weavenn, which handles its operational resolution and coordinates with the various parties involved.

How are delivery delays, lost parcels or damaged shipments handled?

When an issue is reported, Weavenn’s teams review the case, gather the necessary information and contact the carrier when required. Weavenn can also open an investigation, collect supporting documents, follow up as needed and track any compensation claims related to the case.

How does Weavenn manage e-commerce returns?

Depending on the type of product and the reason for the return, Weavenn manages the return process back to the warehouse. For bulky items, home collection can be arranged with a carrier. Once received at the warehouse, returned products can be inspected to ensure the return is processed correctly.

What happens when a carrier loses or damages an order?

Weavenn manages communications with the carrier to document the incident, follow up on the investigation and handle the necessary steps when compensation may be claimed. By pooling the volumes it manages, Weavenn also benefits from established operational relationships with its carrier partners.

Can Weavenn handle transport insurance and compensation claims?

Yes. In the event of loss, damage or another covered incident, Weavenn can gather the required supporting documents, handle the necessary procedures with the carrier and assist with the insurance claim when transport insurance has been taken out. This helps reduce the administrative workload for your internal teams and centralizes the management of the claim.

Let’s discuss your logistics challenges

Let’s discuss your needs and discover how Weavenn can support your teams in managing incidents, returns and carrier-related procedures.

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    Les informations demandées sont destinées à Weavenn, responsable de traitement, pour traiter votre demande et, éventuellement, vous adresser des offres commerciales, sauf opposition de votre part. Elles pourront être communiquées aux actionnaires de Weavenn, les groupes Fnac Darty et CEVA Logistics, en fonction de votre demande. Vous disposez d’un droit d’accès, de rectification, d’effacement ainsi qu’un droit à la portabilité de vos données et à la limitation de leur traitement. Vous pouvez également vous opposer, à tout moment, au traitement de vos données, y compris à des fins de prospection. Pour exercer vos droits, merci d’utiliser la rubrique « Contact ». Pour en savoir plus sur notre politique de confidentialité, consultez la rubrique « Politique de confidentialité ».

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