Late Delivery

If a customer complains about delayed delivery, we will follow the below SOP. Also, If a customer raises a complaint about delayed delivery through the CRM, we will provide a voucher based on the order value and delay duration without making any calls.

However, If a customer raises a complaint about delayed delivery through a customer service agent, we must call the customer before providing a voucher, based on the order value and delay duration.

Checkpoints :
1. Will check the delivery time and order value
2. Will check any technical issues or weather challenges or not. 

3. New zone open or close

Solutions :
1. We will call the customer and apologize for the delay.
2. We will provide an apology voucher to the customer. 

3. If the customer is unreachable on the 1st day of the complaint, we must call again on the next day to resolve the complaint.
However, if the customer remains unreachable on the 2nd day, the complaint should be resolved by issuing a voucher depending on the delay time.

Note- If the customer raises a complaint themselves, we must reach out to the customer on the first day and resolve the complaint by providing a voucher. However, if the customer is unreachable, the complaint should be resolved by issuing a voucher