WHEN TO USE:
The customer received an SMS for delivery or collection and would like to track the driver ETA
The customer question relates to the return collection date of their order?
Customer’s Query: When will my return be collected?
HOW TO ACTION:
There are various scenarios where this classification can be used and it is important to look at CS Portal and the return status as well as the return status logs.
This can, therefore, be used for the following queries:
- SMS received for collection would like to track the driver ETA
- -This could occur after the SMS was sent and before the estimated time of collection"before 5 pm" or after 5 pm
- Late collection or Failed collection
You’ll need to click on the customer’s RRN you want to track. The customer’s return details will appear in the middle section of the screen.
If a 3PL courier is collecting and the collection is late or has been failed, log a request with Order fulfillment.
If a TDT Courier is collecting and the collection is late or has been failed, log a request with Tier 2
As soon as you click on Track, the return tracking screen will appear.
You can then advise the customer accordingly.