Embedded Files
Courier
Claim Time
Investigation
Resolution
Evri
No Claims
GPS coordinates
Delivery photo showing parcel being accepted
Raise in Evri portal
Check order history
Make a customer led decision
Mark lost & bring to CX
Process a stop & return
Set raise Evri claims alert on the order footer
Evri in the comments box
FedEx
30 Days
Signature captured on delivery
Raise via couriers@schuh.co.ukÂ
Fedex will request cost price
Email back to advise claim is accepted
Mark lost & bring to CX
Set raise FedEx claim alert on the order footer
DPD
7 Days
Raise a tracer (7 working days)
DPD will email a form we need to complete and return to them
Mark lost & bring to CX
Set raise DPD claim alert on the order footer
Yodel (delivery)
14 days of first scan
Raise in eRin
Close query in eRin
Check order history
Make a customer led decision
Mark lost & bring to CX
Set claims alert in the call log
Yodel Delivery in the comments box
ASDA toyou (delivery)
14 days
Raise in ASDA delivery claim
Claims team will deal with
stuart
28 days
Raise in the stuart portal
Claims team will deal with
Set raise claims alert in call log
InPost (returns)
28 days (From date of customer puttting item in returns locker)
NOT DELIVERED:
CCTV
Check with courier
DELIVERED:
Returned on a pallet of parcels
Check RNI sheet
Stock Control
Check order history
Make a customer led decision
Mark lost & bring to CX
Set raise claims alert in call log
InPost in the comments box
Yodel (returns)
14 days of first scan
Raise in eRin
Close query in eRin
Check order history
Make a customer led decision
Mark lost & bring to CX
Set claims alert in the call log
Yodel Delivery in the comments box
ASDA toyou (returns)
no claims
Email ASDA toyou to investigate
Check order history
Make a customer led decision
Mark lost & bring to CX
Set claims alert in the call log
ASDA toyou return in the comments box
Google Sites
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