Passport's Customer Experience Team is happy to handle all international logistics questions, however, we are happy to work with you to find a balance that matches your needs and your individual support model.
Examples of what Passport's Team typically takes on are:
- Questions related to parcel tracking
- Assistance with resolving exceptions
- Duty and Tax questions
- Investigating customs holds
- ...and more!
Examples of what Passport would redirect to your team are:
- Product-related inquiries
- Refund requests
- Return requests
- Billing discrepancies (from the end customer)
- Lost packages **
- Packages marked "Return to Sender" **
** Inquiries related to lost packages and packages marked "returned to sender" are sent to your team to reconcile the issue (i.e. issue a refund, reship the order, etc.), however, our team will work with your team, separate from the customer, to investigate the issue, provide any information we can regarding the insurance claim (if applicable), and find a resolution together.