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 or collection taking into account the branch capacity to deliver based on drivers.
To reschedule a customer’s delivery, you will need to go to the OrderItems section in CS Portal.
By selecting the little pen icon next to the truck icon, you will get the following dropdown:
You will need to select the Reschedule Waybill option, which will take you to the following page:
Here, you will need to change the date and the time appropriate to the customer’s request.
Once you’ve selected the date and time, you will then select the Reschedule Waybill option.
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.