Ticket Handling (FreshDesk Escalations)

Delayed Related - Processing Centre

Scenario:

In scenarios where customer complained there is no movement in the order, also no tracking id generated from many days. That means where order has not been shipped from China warehouse

Resolution:

• Check the order tracking status on CRM .

• Call and inform customers of the estimated time of delivery.

Also do inform the customer why there is a delay incase customer is comfortable to wait for the order id to be delivered then it's fine.

Reason for the delay that could be stated - 

-Operational challenges

-Batch quality check issues due to which it is under re-manufacturing unit

• If the customer is no longer willing to wait for the order & wishes to proceed with the cancellation, then assist the customer with his/her request.

Adding here, please do try to convince the customer (not too much on every case) to wait for the order as per the estimated delivery timeline by offering the coupons.

Issue Type:

L1: Delayed Related

L2: Processing Centre

L3: within 8 days,Beyond 8 days, Breached Max EDD

Final Resolution: Please tag accordingly as per the action taken from the below options-      

• Order Delivered

• Order Cancellation

• Coupons offered

Delayed Related - Processing Centre

Scenario:

• The Turnaround Time (TAT) has been breached or is nearing the Maximum Estimated Delivery Date (EDD).

Resolution Steps:

Step 1: Acknowledge & Apologize

• Apologize to the customer for the unexpected delay.

• Assure them that we are actively looking into the issue.

Step 2: Convince the Customer to Wait

• Request the customer to wait for the delivery.

• Explain that the order is still in transit and should arrive soon.

• If they agree, escalate the case via the Iraq Concern Form to expedite the delivery.

Step 3: Share the TAT

• Inform the customer that the issue will be resolved within 3-4 working days.

Step 4: Escalate the Case

• Raise a ticket to the escalation team for further investigation.

Step 5: Process RTO (Return to Origin) if Needed

• If the customer is no longer willing to wait, initiate an RTO request by informing the logistics team.

• Confirm with the customer once the RTO process is initiated.

Final Communication:

✅ For Waiting Customers: "We truly apologize for the delay. Your order is still in transit, and we’ve escalated this to ensure quick delivery within the next 3-4 working days."

✅ For RTO Cases: "We understand the inconvenience. Since you no longer wish to receive the order, we have initiated the return process with our logistics team."