Pick Up Dispute

Meaning - When the customers product got picked up, However the status is updated as closed on ERP.

• Copy the order id and check it on the return and refund list on ERP.

• Check if any recent AWB is generated & then check it further on client panel of Logistics partner

• Product reflects picked up but closed on ERP-

A) If on client panel it reflects picked up map it on ERP with the same AWB & if anywhere for the same order & same product has a new AWB generated close that one 

B) Get the refund initiated post the QC & inform the customer about the refund

• Product reflects to be not picked but article not with the customer-

A) If the AWBs that are there in the same order history closed & on checking them on client portal of logistics partner reflects pick up failed/ pick up cancelled or closed

B) Please enquire more from customer when was this picked , text sms from logistics partner , fe's number

C) Escalate the case to LM via child ticket creation Subject line-Pick Up Dispute

D) Share the details further on LM ticket borrow time from customer

E) Do ask the customer if she can take her products back from FE, so we can re-initiate a new return 

F) Till that time let LM track it & keep the customer updated on the investigation progress.