LazMall ~
Inform buyer:
Advise the customer that the item is still within the delivery promise date
Educate the estimated date of delivery
For traceable items, provide "Tracking number" and "3PL tracking link."
If in case the item(s) is not delivered, the Customer to contact CS Team for further assistance
Advise customer that they may expect an email/SMS if the parcel is eligible for collection point
Warm tip
DO NOT ESCALATE
Contact reason: CS>>Where is my order?>>Order status within delivery promise dateSend email to customerEmail Template: WIMO - Within SLA Case Status: Solve
Local MarketPlace
Inform buyer:
Advise the customer that the item is still within the delivery promise date
Educate the estimated date of delivery
For traceable items, provide "Tracking number" and "3PL tracking link."
If in case the item(s) is not delivered, the Customer to contact CS Team for further assistance
Advise customer that they may expect an email/SMS if the parcel is eligible for collection point
Warm tip
DO NOT ESCALATE
Contact reason: CS>>Where is my order?>>Order status within delivery promise dateSend email to customerEmail Template: WIMO - Within SLA Case Status: Solve
Cross Border Marketplace
Inform buyer:
Advise the customer that the item is still within the delivery promise dates
Educate the estimated date of delivery
For traceable items, provide "Tracking number" and "3PL tracking link."
If untraceable, advise the customer that their item is untraceable.
If in case the item(s) is not delivered, the Customer to contact CS Team for further assistance
Warm tip
PLEASE INPUT THE RELEVANT CONTACT REASON
Contact reason: CS>>Where is my order?>>Order status within delivery promise dateSend email to customerEmail Template: WIMO - Within SLACase Status: Solve
TaoBao Collection (TBC)
Inform buyer:
Advise the customer that the item is still within delivery promise.
Advise the delivery promise dates.
For traceable items, provide "Tracking number" and "3PL tracking link."
If untraceable, advise the customer that their item is untraceable.
If in case the item(s) is not delivered, the Customer to contact CS Team for further assistance.
Warm tip
PLEASE INPUT THE RELEVANT CONTACT REASON
Contact reason: CS>>Where is my order?>>Order status within delivery promise dateSend email to customerEmail Template: WIMO - Within SLACase Status: Solve
Seller Own Fleet (SOF)
Inform buyer:
Advise the customer that the Seller will contact them to arrange for the delivery schedule.
On the arranged delivery date, they will also be contacted by the Seller.
If in case the item(s) is not delivered, the Customer to contact CS Team for further assistance.
Warm tip
PLEASE INPUT THE RELEVANT CONTACT REASON
Contact reason: CS>>Where is my order?>>Order status within delivery promise dateSend email to customerEmail Template: WIMO - Within SLACase Status: Solve
Fulfilled by Lazada (FBL) / Retail / WH
Inform buyer:
Advise the customer that the item is still within delivery promise
Advise the delivery promise dates
For traceable items, provide "Tracking number" and "3PL tracking link."
If in case the item(s) is not delivered, the Customer to contact CS Team for further assistance
Advise customer that they may expect an email/sms if the parcel is eligible for collection point
Warm tip
PLEASE INPUT THE RELEVANT CONTACT REASON
Contact reason: CS>>Where is my order?>>Order status within delivery promise dateSend email to customerEmail Template: WIMO - Within SLACase Status: Solve