IMPORTANT
Ensure to provide solutions through the system and do not suggest manual solutions, except in cases of Hard Complaints.
The solutions provided must be the same for Official Store.
If the complaint from an Official Store has been raised for more than 4 calendar days, it can be processed.
L1 agents can inform the updated location and direct the buyer to contact the 3PL and platform.
If there are any indications of a Hard Complaint, the agent must follow the Hard Complaint Flow.
Complaint Handling
Check Shipping Status
Provide Solution – (Based on condition):
If less than 4 calendar days, can educate only
If more than 4 calendar days, can educate with escalate to L2
Escalate – (If necessary)
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Recommended Script
Status Stuck Less Than 4 Calendar Days
"Hi Dear, sorry for the inconvenience. Regarding the delivery status that hasn't been updated, we suggest you to contact (3PL Contact) for more detailed information. For your information, your order is currently located at (Location Updated), and you can also contact the platform at (Platform Contact) for further information. Thank you."
Status Stuck More Than 4 Calendar Days
"Hi Dear, sorry for the inconvenience. Regarding the delivery status that hasn't been updated, we will escalate your issue to the relevant team. While we escalate this, we recommend you to contact (3PL Contact) for more detailed information. For your information, your order is currently located at (Location Updated), and you can also contact the platform at (Platform Contact) for further information. Thank you."