Did the buyer deny the Proof of delivery(POD)?
Check if the concern have existing open case
With existing case:
Acknowledge the concern and inform the buyer about the status of the case and advise to anticipate the update via email within 24 to 48 hours
Without existing case:
Acknowledge the concern > Create case (On-Hold) > Create Child case (Open) > Transfer to LEX and advise to anticipate the update via email within 24 to 48 hours
NOTE:
Kindly send email for acknowledgement and provide case number for buyer's reference
Escalation Template:
ON:
OLID:
SKU:
Item name :
Price:
Customer name:
Contact number:
Buyer Id:
Active Email:
Warm Tip:
The Lex Skill group will not appear if the category used is delivered but not received. With this, we suggest you to Edit the case category to shipping status mismatch while transferring and edit the case back to delivered but not received before completely escalate
NOTE:
If the order was tagged on the last day of the delivery, suggest the buyer to wait within 24 hours and contact again if the parcel still not delivered.