Notes

*******First time out for delivery ********
Out for delivery is only visible on the Dispatch history and Tracking URL
Shipment outscan is also known as out for delivery
In this we have to share :
a) Actual dispatch date
b) We have to tell cx that order will get delivered to you before 9 PM
c) Courier partner's name
d) Sms we have to share and also we have to mention the courier boy number on the same sms from the suborder code
VOC-Where is my order
L1-Courier related issue
L2-Package is "out for delivery" but I didn't received it
Status-Close

********UD (Undelivered)*********
UD is only visible on the Dispatch history and Tracking URL.
If cx place the order and the order is out for delivery and due to any reason order is not delivered to cx then it is known as UD.
If the UD reason are Miscellaneous and shipper delay the we have mention the UD reason is Unknown courier issue.
In this we have to first prob with the cx and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.
2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then We have asked cx to share the :
a) Alternate mobile number
b) Alternate landmark
The we have to confirm the cx delivery address.
This three things we have to fill in the FNDR panel.
Then we have to tell cx that:
a) We have reschedule the cx order delivery
b) TAT of 24 hrs for the delivery reattempt
c) Courier partner name
VOC- Where is my order
L1-Courier related issue
L2-Status shows undelivered but delivery not attempted
Status- Open
Note- ""Once a UD always be a UD until and unless order get delivered or RTO""

********ODA (Out of delivery area)*********
It is also a UD.
In this we have to first prob with the cx and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.
2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then We have asked cx to share the :
a) TAT of 24-48 hrs for update regarding order status
b) Courier partner's name
*******Cancellation***********
If cx want to cancel the order then first we have to ask cx the reason for the cancellation of the order.
Then we have to check the status of the order in which stages it lies.
We have basically three stages for the cancellation :
1) Before MFG (Order is not packed and the order is with the seller)
Cancellation time - Instant
Refund initiation TAT - Instant
2) After MFG Before Dispatch (Order is packed and order is located with the seller)
Cancellation time - 24-48 hrs
Refund initiation TAT - 24-48 hrs
3) After dispatch (Order is dispatch from the seller end)
Cancellation Type- We have to guide cx for the door step refusal
Refund initiation TAT- 6 Working days after refusing on door step
VOC- I want to cancel my order
L1-I am not able to cancel the item
Status-Close