3.1. TP - Order Preparing Time Frame (Warehouse)
3.1. TP - Order Preparing Time Frame (Warehouse)
Explanation
Agent L1 can inform that the packaging period in the warehouse is 3-4 working days.
Recommended Scripts
"Don't worry. The order preparing timeframe in our warehouse is 3-4 working days (excluding Saturdays, Sundays and National Holidays). If you encounter any issues with your order, please contact us before the warranty period expires. and always make sure to make an unboxing video from the beginning to the end of opening the package. Thank you!"
Explanation
L1 agents can provide estimated delivery times according to the services & shipping services selected by the user.
Remember to always educate buyer to check shipping details in the application and to record unboxing video
Recommended Scripts
Same Day Delivery (SDD)
"Thank you for your patience. Same Day Delivery service operates on working days (Monday-Friday) and if you place an order before 12PM, then it is likely that the order will be on its way to you the next working day. For orders placed on weekends or public holidays, it will be processed the next working day. You can also see the shipping details through the application.
If you encounter any issues with your order, please contact us before the warranty period expires. and always make sure to make an unboxing video from the beginning to the end of opening the package. Thank you!"
Additional Note for L1:
Same Day Delivery (SDD) is a shipping channel enabled via Shopee riders for buyers to receive their orders on the same day, provided that the orders are paid before 12:00 PM.
For SDD order, orders will be cancelled if pickup is unsuccessful for > 2 days. Be sure to escalate to TL so Shop PIC can be informed.
The availability of pickup time by Shopee is from 9:00 AM - 6:00 PM daily.
If the driver asks for additional money for some reason, Agent L1 can direct the buyer to contact the platform.
Next Day Delivery (NDD)
"Thank you for your patience. Next Day Delivery service operates on working days (Monday-Friday) and if you place an order before 12PM, then it is likely the order will be on its way to you the next working day. For orders placed on weekends or public holidays, it will be processed the next working day. You can also see the shipping details through the application.
If you encounter any issues with your order, please contact us before the warranty period expires. and always make sure to make an unboxing video from the beginning to the end of opening the package. Thank you!"
Additional Note for L1 :
For NDD order, can be considered as stuck package if not moving for > 4days (5th day)
Next Day Delivery (NDD) for SPX Express allows buyers to receive their orders on the next working day, provided that the orders are paid before cut off time (11:59am) on the day of purchase.
Next Day Delivery applies only to orders placed on working days. Orders placed on weekends or public holidays will be processed the next working day
If the driver asks for additional money for some reason, Agent L1 can direct the buyer to contact the platform.
2-Day Delivery (2DD)
"Thank you for your patience. 2-Day Delivery service operates on working days (Monday-Friday) and if you place an order before 12PM, then it is likely that the order will be shipped out within 2 working days. Orders placed on weekends or public holidays will be processed the next working day. You can also see the shipping details through the application.
If you encounter any issues with your order, please contact us before the warranty period expires. and always make sure to make an unboxing video from the beginning to the end of opening the package. Thank you!"
Additional Note for L1 :
For 2DD order, can be considered as stuck package if not moving for > 4days (5th day)
2-Day Delivery (2DD) is a shipping channel enabled via SPX Express for buyers to receive their orders within 2 working days, provided that the orders are paid before cut off time (11:59am) on the day of purchase.
If the driver asks for additional money for some reason, Agent L1 can direct the buyer to contact the platform.
Explanation
Sunscreen Spray products contain aerosols which are not possible to carry on planes due to the pressure on the product & aircraft cabin.
Recommended Scripts
"For our product (All Day Light Sunscreen Spray / Outdoor Sun Spray) there is an aerosol content. Therefore, shipping can only be done by sea and land. We also do not recommend transporting the product by air / plane. Thank you."
"Regarding our (All Day Light Sunscreen Spray / Outdoor Sun Spray), please note that it contains aerosol, thus shipping is only available via sea and land routes. We do not recommend transporting the product by air or airplane. Thank you."
PHILLIPINES
J&T : (02) 8911-1888 | imc.jtexpress.ph/pc?code=website
Shopee Express : (02) 8-880-5200 | spx.ph
Flash Express : (02) 8539-4002 | flashexpress.ph/fle/contact-us
Explanation
Conditions where the buyer wants to request cancellation of the order for a certain reason.
Recommended Scripts
Change Data (Change data Name, HP No., Complete Address, and change product variant)
"Once a transaction has been successfully received and processed by our system, we are unfortunately unable to make any changes to the order details. However, we kindly suggest placing a new order with the correct information."
Rejection of Cancellation Application due to Change Data Request
"We apologize for the inconvenience. Your order can't be c4-nc-3l-3d since the delivery has been arranged by our team already. We advise you to kindly wait for your parcel."
Explanation
Agent L1 can provide information if the buyer asks about the safety of the packaging process for a Time Phoria product.
Recommended Scripts
"Don't worry. The packaging is in accordance with the standardization of our warehouse and has been ensured to be safe. Thank you."
Explanation
Agent L1 can provide a pre-order estimate for product delivery, which is a minimum of 14-30 working days.
Recommended Scripts
"Regarding the pre-order product estimate, it will take 30 calendar days with a packaging processing time of 3-4 working days for the product. If there is a problem with the product, don't hesitate to contact us before the platform warranty expired. Always ensure you record an unboxing video from the start to the end of opening the package. Thank you."
Explanation
Agent L1 can provide delivery estimates according to the service & delivery services selected by the user.
Recommended Scripts
Ready Stock Standard Delivery
"Dear don't worry. Regarding the estimated delivery, it can be accessed by opening the order details in the shipping section. If you are having problems with your order, don't hesitate to contact us before the platform warranty expires. Please ensure you have an unboxing video as soon as you receive the item. Thank you."