Zendesk customer classification: delivery_/_collection____delivery_rescheduling_request
The customer would like to reschedule their delivery, this could occur after receiving the sms or due to late delivery.
Before rescheduling, you need to be sure you are following the Business Rules for Delivery in order to ensure we can commit to delivery on the date the customer is requesting.
Delivery rescheduling requests for the same day are not allowed unless the driver or branch has failed the delivery incorrectly.
This requires a request to be sent to Tier 2 for TDT deliveries or Order Fulfilment for 3PL deliveries.
The customer will provide you with insight and for TDT you can check the GPS coordinates vs the Customer delivery address to see if a valid delivery attempt was made.
If a customer is requesting a delivery reschedule - always reschedule for a minimum of 1 working day in the future and a maximum of 7 working days.
This allows the delivery branch to plan and to ensure we do not reach our shelf capacity in branches due to parcels staying in a branch for more than 7 days.
To reschedule a customer’s delivery, you will need to go to the OrderItems section in CS Portal.
Important to note: This action is only available for TDT Deliveries but excludes White Goods( Large Appliances) - these need to be assigned to Tier 2 for action.
- All 3PL rescheduling requests will need to be assigned to Order Fulfillment.
By selecting the blue filled icon next to the truck icon, you will get the following action menu:
Select the Reschedule Waybill option, and the reschedule screen will pop up:
Choose the date by selecting the day of the month then select the Time tab and choose the maximum time of delivery e.g 17:00 ( see example above)
Then choose from the drop-down below :
If you choose Or Before - the new schedule time will be set for Before 17:00
If you choose + 30 Minutes- the new schedule time will be set for Between 16:30 - 17:00
The new date & Scheduling time will be sent to the customer and reflect in the SMS.
It’s important to note that should the request to reschedule not fall in with the business rules, an error message will populate with the reason code.