Delivery Issues

Scenario: Tracking shows the package as delivered, but the customer states they did not receive it.

Process

1. Validate the tracking information

   • Confirm the delivery date and current tracking status.

   • Check whether Proof of Delivery (POD) or delivery details are available.

2. Advise the customer to check

   • Around their property/entrance.

   • Mailbox, parcel locker, or designated delivery area.

   • With household members or anyone who may have accepted the package.

   • With immediate neighbors.

3. If POD is available

   • Review the available delivery information.

   • Advise the customer of the delivery details as applicable.

4. If the package is still not found

   • Advise the customer to contact the carrier directly to report the missing delivery and request further investigation.

5. Document the interaction

   • Record the tracking status.

   • Document the troubleshooting steps provided.

   • Include any relevant carrier/POD information.

Scenario: The order has been shipped, but tracking has not updated or shows no movement.

Process

1. Validate the tracking information

   • Confirm the shipped date.

   • Review the latest tracking status and available movement.

2. For domestic shipments, if within 2 days from the shipped date

   • If the shipment is still within 2 days from the shipped date, advise the customer to allow additional time for delivery.

   • Continue to monitor the tracking as needed.

3. For international shipments, if the shipment is within 21 days from the shipped date

   • If the shipment is still within 21 days from the shipped date, advise the customer to allow additional time for delivery.

   • Continue to monitor the tracking as needed.

4. For domestic if beyond 2 Days From Shipped Date

   • If there has been no delivery/movement and the shipment is beyond 2 days from the shipped date, reach out to your lead

5. For international, if beyond 21 days from the shipped date

   • If there has been no delivery/movement and the shipment is beyond 21 days from the shipped date, reach out to your lead

6. Document the interaction

   • Shipped date.

   • Latest tracking status.

   • Customer's concern.

   • Resolution provided.

Scenario: The carrier returns the package to the warehouse/facility.

Process

1. Check the shipment/return status.

2. Wait until the return is confirmed as received at the facility.

3. An automatic refund should be completed; no additional agent action is required.

4. Document the interaction/action taken, when applicable.

Scenario: The customer no longer wants the order and the package is still in transit.

Process

1. Complete the applicable retention/save process first.

2. If the customer still wants to return/refuse the order, advise them to refuse delivery when the carrier attempts delivery.

3. Ask the customer to notify us once delivery has been refused.

4. Monitor the tracking information.

5. Once tracking reflects "Refused" or "Return to Sender":

   • The agent may submit/process the refund according to the applicable refund process.

6. Document:

   • Retention attempt.

   • Customer's decision.

   • Tracking status.

   • Refund/action taken.

Important

Do not advise customers to take unopened packages directly to the post office to return them independently.

This may result in:

• The return not being trackable through the expected process.

• Difficulty verifying that the package was returned.

• The return not appearing in the Returns Sheet.

Preferred process: If the package is still in transit, have the customer refuse delivery.

Scenario: Customer contacts us because an RTS package has been returned but the refund has not been processed.

Process

1. Check the Returns Sheet.

2. Confirm that the return is recorded.

3. Confirm that the package has been received or that the return status is properly documented.

4. If the return is logged but the refund has not been issued:

   • Process the refund according to the applicable refund procedure.

5. Document the refund and any other action taken.

Key rule:

•  Always validate the tracking status first, then determine the appropriate resolution based on the shipment status and elapsed time.

• Check the tracking number directly on the carrier's website