Delivered But Not Received Forward (OTP Based Delivery) - L1 Advisor
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Step 1:- Check the list of courier wherein OTP is soft or hard check:
Step 1:- Check the list of courier wherein OTP is soft or hard check:
Hard check courier- Give soft denial " Sir/Ma'am, our courier partner had made the delivery after collecting the OTP from the buyer hence I will not be able to help here with the investigation with courier(Only threat cases could be taken as an exception).
Soft Check courier follows the below process:-
If dispute already raised on panel or any ticket already exist
Check remarks from the from the LOPS team and inform seller as per the update.
If seller disagrees with the LOPs team response then transfer the call to the dispute desk or arrange a call back in case of unavailability.
If dispute not raised on the panel and no ticket created
If dispute not raised on the panel and no ticket created
Transfer the call to the dispute desk.
Arrange call back from the dispute desk if live transfer is not available, inform seller call back will be received and buye will taken on conference call for the further confirmation.
Confirm buyer's contact number and also note down buyer's alternate contact number as well.
Step 2:- Check if Seller has reported/escalated within Timeline :-
Step 2:- Check if Seller has reported/escalated within Timeline :-
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