Lesson 1: Non-Despatched Premium Alerts

If a premium order misses the cut off or is not despatched on time to be delivered when expected, our system will set a ‘Non Despatched Premium’ alert on it for us to monitor. There are a few ‘Non Despatched premium’ alerts we need to check.  

They should be checked first thing in the morning and before we close at night to make sure customers are being advised ASAP if their order is not going to arrive in time.

We need to check:

• Non-Despatch Premium 

• Internet Premium Store Despatch 

• Store Premium Store Despatch

• Non-Despatch (Store Express)

• Sunday Delivery - Invalid Postcode

We need to check when the customer is expecting the order which is in the notes box on COA3.   If this date is no longer visible, you can still check the expected delivery date in CMS for internet customers.  

You can check Till Transaction Viewer for Store Orders and if the delivery option shows 101, the customer was expecting the order on Next Day Delivery.

If the customer ordered online and the whole order is delayed, you can cancel or return the postage line which will cause an email to be sent automatically to the customer advising of the delay and that we have refunded the Next Day Delivery charge.

If only part of the order is delayed, we can used the ‘ORDER TRACKING - advising cust of premium delay’ template in Message Manager to let the customer know about the delay.

Leave the alert as is until we can see the parcel has been despatched.

If the customer ordered in store, they have not paid a Next Day Delivery charge. If there is an email address on the order, we can email the customer using the ‘ORDER TRACKING - advising cust of premium delay’ template in Message Manager, if there is no email address, we need to call the customer to advise of the delay in delivery.