Order Not Delivered

Issue Analysis- Check the CS Portal (ERP), if the tracking Id reflects below status-

1. In Transit- When the order is not yet reached near to final destination

• Copy the Forward AWB & check it on the logisitics client panel to have the updated information.

• The order still reflects in transit or in hub.

•  Check the estimated delivery date, if the same is passed escalate it to LM (Child Ticket).

• Call customer & borrow certain time (2-3 working days).

 2. RTO- Order getting returned to the warehouse

• Order is reflected to be RTO post trying to reach to the customer .

• Call customer & update the customer on the same that the logistics team tried number of times to get the order delivered.

• If the customer states that she never received a call from FE.

• Check with the LM team (Child Ticket), if RTO can be revoked (Only when the RTO is not in movement, but the product is in hub)

• And this could be re-attempted.

• If not convey the customer with the same post the remarks on child ticket.

3. Order not physically handed over- Fake Delivery

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

• Educate them not to share it if not confirmed that someone has left the order as the customer guided them to do so.

• No commitment to be shared with the customer, escalate it to LM (Child Ticket)

• Update the child ticket with the complete information & borrow time from customer 7-10 days.

• Post the revert from LM following will be the remarks :
  
  

Debit Accepted-

• • • Get the AWB marked under Frwd Lost from Nidhi/Ayushi Maam.

    •  Add the CN amount in the parent ticket.

    •  Change the FD properties faulty at & debit to correctly. 

    •  Call the customer & update them with the same, do apologize & share the right refund TAT.

Debit Not Accepted-  

• There will be additional remarks from the LM why this was not accepted 

• Call the customer & assist them with the update

• If the customer is genuine &  has a clean order & return history , check with the team same day if an exception could be taken  

• Call back the customer & update them further with the final resolution
  
  Order Delivered

  • Call the customer to re-check the LM's remarks 

  • If the customer has not got the order delivered yet, please re-escalate it further to the LM by re-opening their last child ticket 

  • If this was delivered Resolve the case further
    
    Important FD Taggings- 

  • Fault At

  • Debit To

  • Order Number

  • Tracking No. (AWB No)

  • Issue Level 1

  • Issue Level 2

  • Final Resolution