Pick Up Pending

1. 1. 1. AWB Generated- If in the return & refund tab there is AWB generated copy it and search it to the client portal &  below are the reflected remarks
         
         Remark: Out for  Pick Up

• Call the customer and update them with the same 

• Notify them that it is out for pick up or shall be attempted 

• Escalate it to LM via child ticket creation, incase the cusotmer's return is closed more than once  

Remark: Other than out for Pick up
A)  Customer not available-  

• • Please check the remarks from the client portal & if the remarks claims that customer unavailable 

  • Inform the customer that the team did tried for the pick up but was failing to connect over the call 

  • If required when was the same ininitated to tell the customer over call / mail 

  • Ask them if the remarks are genuine:

  •  Remarks correct- ask customer to update us with their availability & re-create a new return 

  • Remark Discrepancy- assure customer that we shall get this picked ASAP<< Further escalate it to LM via child ticket creation

B) Wrong address-  

• Please check the remarks from the client portal reflecting the Wrong address/ pincode mismatch

• Call customer & cross check it with her if the remark was correct 

• Remarks correct- Re-initiate a new return with the updated new address further 

• Remark Discrepancy- Please create a child ticket for LM team share the details & VOC of the customer (Text / Call recording ) Mention the team to ensure the pick up re-attempted successfully   

C) Opt verified cancellation-

• Verify if the customer remarks match the claims provided.

• Remarks correct- Update Customer with the new return initiated if the remarks are correct

• Remark Discrepancy- Please create a child ticket for LM team share the details & VOC of the customer (Text / Call recording ) Mention the team to ensure the pick up re-attempted successfully   

D) Pickup Rescheduled by Customer-

• Verify if the customer remarks match the claims provided.

• Remark Correct- Create a child ticket & update LM to ensure the pick up is completed ASAP as per the customer pick up date request

• Remark Discrepancy- Create a child ticket for LM team share the details & VOC of the customer (Text / Call recording ) Mention the team to ensure the pick up is re-attempted successfully

E) Pickup Rescheduled by Customer-

• Verify if the customer remarks match the claims provided.

• Remark Correct- Create a child ticket & update LM to ensure the pick up is completed ASAP as per the customer pick up date request

• Remark Discrepancy- Create a child ticket for LM team share the details & VOC of the customer (Text / Call recording ) Mention the team to ensure the pick up is re-attempted successfully

F) NSZ Pick Up Pending-

• Check the generated AWB on the client panel of logistics partners

• If there is NSZ is reflected please initiate the call to the customer 

• Alternate Address Available - Create a New return with the new address & escalate it to LM via child ticket creation

• Alternate Address Unavailable - Create child ticket for the LM to assign new return from new logistics partner

Note- Ensure that if the customer is not responding over the call right action such as complete mails with the correct information is dropped & if required simultaneously create a child ticket with the available details for LM

    Important FD Taggings-

• Order Number

• AWB

• Fault At

• Issue Level 1

• Issue Level 2

• Final Resolution