CS PH - EKB - TP - Delivered Not Received

IMPORTANT

L1 agents can check the shipping status and evidence provided by buyer.
If the order status is already Completed/Confirmed, it can be rejected and the buyer should be directed to contact the platform's customer service, without manual solution. Exception for Shopee, if the order is Completed, follow the platform's warranty period estimate.
For refund processing via system (Cancel/Refund), advise the customer to contact the platform.
The warranty period follows the "Warranty Period" tab for each platform.
If buyer Hard Complaint, agents must follow the Hard Complaint Flow.

2.2.6 TP - Status Delivered Not Received

Complaint Handling

Check Shipping Status
Probing Evidence - If the order status is not lost.
Validate the Evidence – (Ensure all evidence is validated and attached by buyer)
Provide a Solution – (Based on the situation)
Escalate – (If necessary)

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Recommended Script

Probing Evidence

"Hi Dear, sorry for the inconvenience. Regarding the status order delivered but not received. We suggest you to check with your family or neighbors. You can also contact the delivery service at (3PL Contact) and the platform at (Platform Contact). If you have information, please provide the following evidence for further checking:

Proof of conversation with CS delivery service or platform
Screenshot that the order is declared lost

Once received, we can then proceed in reviewing the issue."

Evidence Validation – (Evidence is Invalid or Missing)

"Thank you for your response. We’re sorry that we’re unable to proceed further because (lack of evidence/inappropriate evidence/other reasons). We suggest you to contact the delivery service at (3PL Contact). Thank you."

Evidence Valid

"Hi Dear, sorry for the inconvenience. Regarding the status order delivered but not received, we already escalate the issue to the relevant team. Kindly wait for the process, and we recommend that you also contact the delivery service at (3PL Contact) or platform at (Platform Contact) for further information. Thank you."

Status Shipping

"Hi Dear, sorry for the inconvenience. We check the order is still shipping. We suggest you to contact the delivery service at (3PL Contact) or platform at (Platform Contact). If there is a declaration that the order is delivered but not received, please send a screenshot of the statement from the platform or delivery service (not courier) to us via this chat column, and we will assist with further checks. We will wait your confirmation."