Notes

*******Outside SLA ***********

In outside SLA we have 3 scenarios:
<1> Before Dispatch(Delay in dispatch/shipped)
In this we have to share the :
a) TAT of the 24-48 hrs for update regarding order status (Backend team will update)
b) Promised delivery date last one
VOC-Where is my order
L1-What is my order status
L2-Order is late/beyond promised date
Status - Open

Note - Case origin we have to mark - Critical Escalation

<2> After Dispatch(Delay in delivery)
In this we have to share the :
a) Actual dispatch date
b) We have to register a complaint and have to share the TAT of ASAP regarding the delivery of the order.
c) Courier partner's name
VOC- Where is my order
L1- What is my order status
L2-Order is late/beyond promised date
Status - Open

Note - Case origin we have to mark - Critical Escalation

<3> Delay in dispatch and delivery both:
In this we have to register a complaint and have to share the TAT of ASAP regarding the delivery of the order.
VOC- Where is my order
L1- What is my order status
L2-Order is late/beyond promised date
Status - Open

Note - Case origin we have to mark - Critical Escalation


******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""

Note - Case origin we have to mark - Critical Escalation.

********ODA (Out of delivery area)*********
It is also an 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 name

Note - Case owner we have to mark - Critical Escalation.


Address Change :
If the customer asks for the change in the address of the order before the PRNT stage, we can change the cx complete address including pin code also.

*******RTO*******
In this we have two scenarios:
A. Customer's order mode of payment cash on delivery
In that we have to do probing 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 to tell cx that the order is return to the seller and guide cx to place the new order.
VOC- Where is my order
L1- Courier related issue
L2 - RTOed order complaint
Status - close

B. When customer's order's mode of payment is prepaid
In this we need to share:
In that we have to do probing 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 to tell cx that the order is return to the seller and guide cx to place the new order.
3) We have to share TAT 24-48 hours for refund initiation and reflection TAT depend upon Mode of payment.

VOC- Where is my order
L1- Courier related issue
L2 - RTOed order complaint
Status - close