Delay
WAREHOUSE
HOW TO IDENYIFY IT
A customer contacts us
asking about their order
and it is still in preparation
and outside the stipulated
delivery times (EDD).
EXAMPLE
A customer contacts us
asking about their order
and it is still in the
warehouse and it was
supposed to be delivered
3 days ago.
CONFIRM IT
We can confirm it
checking that the status
is still in warehouse and
the order is delayed.
RESOLUTION
We can escalate the order
to BO by specifying if the
customer wants to wait
for the package or a
resolution instead.
TRANSPORT
We can use this
categorization when the
package is in transit and is
out of the delivery
timeframe or the estimated
delivery date is in red.
A customer contacts us on the
5th because they have not
received their order and the
delivery times have passed. We
checked and it has been in
transit since the 2nd and had
an estimated delivery date of
the 4th.
If the order is over 5 days
from the last
update(tracking or logistic
audit), and 48 hours from
the estimated delivery date;
we can provide a resolution.
We must request RTS to
the courier and offer
refund or replacement to
the customer depending
on he availability of the
items.