Handling Delayed Order Collection Requests

Step 1: Check Return Request Creation Date

• All return collection requests should be attempted within 5 days from the date of request creation.

• Track status and attempts in Clickpost.

Step 2: If Collection Has Not Been Done and Promised Time is Over

• Check Clickpost for attempted pickups.

      Scenario 1: Collection Attempts Found

• Inform:

  • EN: "We can see that collection attempts were already made on [dates]. These were unfortunately, unsuccessful. The courier will attempt again. Please keep your phone reachable. However, for a quicker refund and convenience, you may also return the item to the nearest Brands For Less store."

  • AR: "يمكننا أن نرى أنه قد تم بالفعل إجراء محاولات لاستلام المرتجعات في [التواريخ]. ولكن للأسف لم تنجح. سيقوم المندوب بمحاولة مرة أخرى، يرجى إبقاء هاتفك متاحاً. ولكن، من أجل عملية أسرع واسترداد فوري، يمكنك أيضًا إعادة المنتج إلى أقرب متجر Brands For Less."

      Scenario 2: No Collection Attempt Made Yet

• Apologize and inform:

  • EN: "We sincerely apologize for the delay. We will raise this to the concerned team and request immediate action. You may also return the item at the nearest Brands For Less store for faster processing."

  • AR: "نعتذر بشدة عن هذا التأخير. سنقوم برفع الأمر للفريق المعني وطلب اتخاذ إجراء فوري. ويمكنك أيضًا إعادة المنتج إلى أقرب متجر Brands For Less للحصول على معالجة أسرع."

Step 3: Explain Collection Attempt Policy

• Inform:

  • EN: "Our courier will make up to 3 collection attempts. You will receive the messages and email for these attempts.  If all 3 fail, you may opt to return the item to a nearby store."

Step 4: Raise a Ticket If Needed

• If the 5-day collection window is breached or customer is frustrated, raise a ticket to the L2 team:

• Inform no collection attempts were made.

• Request for urgent prioritization.

Note :  It's always better to convince the customer to opt for a store return , if the collection is failed or not completed. This ensures the immediate refund to the customer too. However, there are no stores in Lebanon, India, US and Vietnam