Order Status

Order Confirmed showing in preparing: The Order is confirmed and the Fulfillment details show "Preparing Qty".

Scenario 1: If the order confirmed date is <5 days, ask the customer to wait

Action: Check Tracking Info Status.

If the status shows any of the following — "Processing," "Product Sorting at Warehouse," "Ready to be Packed at Warehouse," "Packing at Warehouse," or "Ready to Send to Dispatch Center" — it indicates that the product is still at the processing center.

Tagging:

Issue Level 1 - Standard delivery order,  Issue Level 2 - Processing centre, Issue Level 3 - Within 5 days

Scenario 2: If the order confirmed date is >5 days.

Action: Check order details on the UAP panel - https://uap.mayfair-inc.com/fulfill/order

Share TAT with the customer & ask to wait.

Tagging: 

Issue Level 1 - Standard delivery order,  Issue Level 2 - Processing centre, Issue Level 3 - Within 5 to 8 days

Scenario 3: If there is no movement in the tracking status after ready to send to the dispatch center.

Action: Inform the customer that there is a delay & EDD might get breached.

Tagging: Standard delivery order,  Issue Level 2 - Processing centre, Issue Level 3 - Beyond 8 Days/ Breached Max EDD

 Order status over CRM is consign (order shipped).

Scenario 1: Customer arrived on the same day the shipment was processed.

Action: Share the tracking details (AWB ID & courier tracking link), and ask the customer to wait for the delivery

Scenario 2: No update on tracking from the past 3 days.

Action: Share the ETA with the customer and ask to wait. Share the order ID into the LM form to expedite the order

Scenario 3: Order status shipped and updated as out for delivery.

Action: Inform the customer that the order is "out for delivery" and request them to be available at the specified location and reachable by phone for the next 24 hours to receive the order.

Scenario 4: No movement or fake remarks from the delivery partner.

Action: Escalate the issue if the EDD is breached, pacify cx & borrow time.

Scenario 5: RTO Notified Cases

RTO Processed Cases In Prepaid Orders:                    

Action: Check the order status on the CRM and Tracking portal, then inform the customer of the rejection reason and advise them to place a new order. Let the customer know that once the order reaches the warehouse, the refund will be processed, and it may take up to 7 days for the order to reach the warehouse.

RTO Processed Cases In COD Orders:                

Action: No refunds for COD orders, apologize & ask cx to place a new order.

Scenario 6: Tracking Status updated as Non-Serviceable Location

Action: Ask the customer to wait and escalate the issue to escalations.

Note: Tagging would be as per the EDD provided in the CRM.

The customer reported an issue with inaccurate delivery remarks provided by the delivery partner.

Scenario 1: RTO not processed

§  Email (Prepaid/COD): Check the remarks from the delivery partner panel and take the feedback against the delivery partner and forward the details into the LM Sheet for the re-attempt of delivery

§  Chat (Prepaid/COD): Check the remarks from the delivery partner panel and take the feedback against the delivery partner and forward the details into the LM Sheet for the re-attempt of delivery with VOC

Scenario 2: RTO processed

§ Chat/Email - Prepaid: Inform customer that order is returned after multiple attempt and refund will be initiated once the order reach back to the warehouse. 

§ Chat/Email - COD: Inform customer that order is returned after multiple attempts and ask the customer to place a new order. 

In cases where customers request order modifications after the order has been placed.

Resolution:

Scenario 1: Request to modify the address 

• Order status is Unshipped: 

  • Guide customers that they can change the address within the application.

  • If the customer is unable to update the address, ask for the correct one, and inform that the same will be updated before the order is shipped.

• Order status is shipped: 

  • If the updated address is within the same city (same pincode) Confirm the details and escalate to the LM team by filling out the Google form

  • Inform cx that you cannot commit the modification as the order has been shipped already.

Scenario 2: Request to change the Mobile number

• Order status is shipped/Unshipped

  • Unshipped: Guide customers that they can change the contact number within the application.

  • Ask for the correct phone number and inform that the same will be updated before the order is shipped.

  • Shipped: Confirm the details and escalate to the LM team by filling out the  google form

• Order status is Out for delivery

  • Please inform the customer that the order is out for delivery hence it would be difficult to update the phone number. However, we will try to get it updated but no surety on this

  • Confirm the details and escalate to the LM team by filling out the  google form 

Scenario 3: Request to change Change size, color, add more quantity

• Order status is Unshipped

  • COD: Refuse the customer. Ask her to cancel the order and place a new order.

  • Prepaid: Refuse the customer. Ask her to cancel the order and place a new order. Share the refund TAT

• Order status is shipped

  • COD: Refuse the customer. Ask the customer to try the order and if there is any issue, she can always return it within the return TAT

  • Prepaid: Refuse the customer. Ask the customer to try the order and if there is any issue, she can always return it within the return TAT

Tagging:

Issue Level 1 - Order Modifications
Issue Level 2 - Forward

Issue Level 3 - Phone number/ Address

Note: Please follow the standard subject line provided in the new incident created to escalate.  

Checklist:

1. Order Number

2. Phone Number

3. Email ID

4. Customer Name

5. Tracking ID

6. Tracking status

Scenarios where the customer requests for order cancellation post placing the order. 

Scenario 1: Payment method is COD/Prepaid 

• Order status is Shipped: 

  • Refuse the customer that the order cannot be canceled once the order is shipped. Ask the customer to try and if the product does not fit the requirement can raise the return

• Order status is Unshipped: 

  • Ask for the cancellation reason and cancel the order.

  • If it is prepaid share the refund TAT with the customer.  

• Order status is Out for Delivery: 

  • Refuse the customer that the order cannot be canceled once the order is shipped. Ask the customer to try and if did not fit the requirements can raise the return.

Scenario 2: Customer wants to cancel partial order

• Order status is Unshipped COD/Prepaid: 

  • Ask for the cancellation reason, convince customer to wait, if irate then cancel the order, and update the customer about the refund TAT if the order is prepaid. 

• Order status is Shipped (Payment is COD/Prepaid): 

  • Refuse the customer that partial cancellation is not possible once the order is shipped. 

Tagging:

Issue Level 1 - Order Modifications
Issue Level 2 - Forward

Issue Level 3 - Order Cancelation

Escalation Synopsis:

No escalation is required in these scenarios. 

Checklist:

1. Order Number

2. Phone Number

3. Email ID

4. Customer Name

5. Tracking ID

6. Tracking status