Step 1: Check Promised Delivery Date

• Log in to the Panel or Kapture.

• Navigate to Order Details.

• In Order Details > Check Delivery Date . The Delivery Date showing in Order Details on New Panel & Kapture Order details is the "Promised Delivery Date"

• Identify the Promised Delivery Date.

Step 2: If Promised Delivery Date is Over, Check Clickpost for Delivery Attempts

     Scenario 1: Delivery Attempts Found

• Inform customer:

  • EN: "I could see that delivery attempts were made on [date], [date], and [date]. May I know if you have received a call from the couriers?"

  • AR: "أستطيع أن أرى أنه تم إجراء محاولات للتوصيل في [التاريخ]، [التاريخ] و[التاريخ]. هل يمكنك إخباري إذا كنت قد تلقيت اتصالاً من شركة التوصيل؟"

2.1 If Customer Admits They Missed the Call / Weren't Available

• Inform:

  • EN: "The delivery attempt will be made again by the courier. Please keep your lines open so they can get in touch with you."

  • AR: "سيتم إعادة محاولة التوصيل من قبل شركة التوصيل. يرجى إبقاء هاتفك متاحًا حتى يتمكنوا من التواصل معك."

2.2 If Customer Claims No One Called or Contacted

• Apologize and inform:

  • EN: "We are really sorry to hear that. We will raise this to the concerned team and also inform the delivery team to attempt the delivery and contact you on priority. I request you to keep your lines open. The delivery will be attempted in the next 2 days."

  • AR: "نحن آسفون جدًا لسماع ذلك. سنقوم برفع الأمر إلى الفريق المختص وسنطلب من فريق التوصيل إعادة المحاولة والاتصال بك بأولوية. نرجو منك إبقاء هاتفك متاحًا. سيتم إعادة محاولة التوصيل خلال اليومين القادمين."

• Raise a ticket to the respective LMT team with the following:

  • No calls made.

  • Clickpost status shows "Customer Not Answering," even though customers weren't contacted

  • Request urgent delivery and mandatory customer contact.

      Scenario 2: No Delivery Attempts Found

• Apologize and escalate:

  • EN: "We sincerely apologize for the delay. We will escalate this to the appropriate team and ensure the delivery is prioritized."

  • AR: "نعتذر بشدة عن التأخير. سنقوم بتصعيد الأمر للفريق المختص وسنحرص على إعطاء الأولوية لتوصيل طلبك."

• If the customer is upset/disappointed:

  • Offer:

    • EN: "We understand the inconvenience caused. As a gesture of goodwill, we would like to offer you a refund of the shipping fee."

    • AR: "نحن نتفهم الإزعاج الذي حدث. كنوع من التعويض، نود أن نرد لك رسوم الشحن."

• Raise request to L2:

  • For delivery delay resolution. Request that return was created and no attempts made since 5 days.. Immediately collect. 

  • For creating an OCN (Order Compensation Note) for the shipping fee refund.