Order Not Delivered

Scenarios -

Case 1: The order delivery is within the estimated timeline but the customer is asking for the order status and is not ready to wait till the EDD.

Case 2:  The order delivery timeline is crossed.

Case 3: The order is physically not delivered but the order status shows "DELIVERED".

Issue Analysis-
Check the CRM  (https://crm.mayfair-inc.com/order-list) for the order and tracking information.

Check when the order was placed, it is under the Estimated time, whether it is shipped or not.

 
1. In Transit- When the order has not yet reached the final destination

• Check the estimated delivery date.

• If the order is recently shipped, share the order status & delivery TAT according to the customer's address.

• If the estimated delivery date has passed, create a Ticket for the L3 Team with Urgent priority to escalate to LM as a child ticket.

• Inform the customer on chat to allow 24-48 hours for further updates.

 2. RTO- Order getting returned to the warehouse

• Order tracking status shows RTO, check the reason for the failed delivery.

• Check whether the customer's contact or address was correct.

• Update the customer on the same that the logistics team tried contacting the customer.

• If the customer states that she never received a call from the Field Executive, check with the Logistics team if RTO can be revoked and delivery could be re-attempted. (Only when the RTO is not in movement, but the product is in the hub)

• Ask the customer to re-order the products if she is adamant about having the same order delivered please escalate the case on the L3 Team post having the word on call if required. 

• However, avoid making any commitments to the customer regarding the delivery of the order. 

3. Order not physically handed over- Fake Delivery

• When the customer states that they have shared the OTP over the call.

• Educate them to refrain from sharing any OTP unless they have confirmed that someone has indeed left the order as instructed by the customer. 

• No commitment to be shared with the customer, escalate it to the L3 Team with the relevant details:
  - Screenshot of the logistics message received
  - FE number if any call is received or over text message
  - AWB received on text message 

• Update the ticket with the complete information & borrow time from the customer for 3-5 days.

4. Shipping Delay- When the order is running late for shipping from China warehouse

• Verify the status of the order shipping from the China warehouse.

• Check if the estimated delivery date has passed.

• If the order is still delayed and not yet released for delivery.

• Communicate with the customer about the delay and offer the option for partial cancellation if they are unwilling to wait for an additional 4-5 business days.

• Please note that a ticket creation is required whenever an order remains in the "preparing" stage for more than 8 days.