The Pickup OTP (Verification Code) is generated once the order is ready for collection.
It is displayed directly in the customer’s Brands For Less App under the order details.
Open the Brands For Less App.
Go to My Orders.
Click on the respective Order ID.
The Verification Code (OTP) will be visible under the order details section.
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CSA can retrigger the OTP via SMS from the Panel:
Steps:
Open Panel > Shop Courier > Pick & Collect > Shop Delivery Status
Enter the Order ID
Click on the ⚙️ (Gear Icon) next to the order
Click Resend OTP
“You can view your store pickup verification code directly on your Brands For Less app under the order details.
If you don’t have the app, I can resend the OTP via SMS to your registered number. Please confirm if I should proceed.”
OTP must only be shared with the registered customer.
Always confirm identity if contact is from a different number (refer to verification guidelines below).
The Fodel OTP is sent to the customer’s registered phone number via WhatsApp (not SMS).
CSA can view and share it manually via Clickpost.
Steps:
Go to Clickpost > Track > Orders
Search for the Order ID
Click on View Details
Click Edit Details
The OTP will appear in the Order Info section
Before sharing the OTP:
Confirm that the contact number used is the same as the registered number.
If not, verify the customer using two of the following details:
Registered Email ID
Registered Phone Number
Delivery Address on the account
“The pickup OTP for your Fodel order is normally sent via WhatsApp to your registered number.
If you haven’t received it, I can share it after verifying your details to ensure security.
May I please confirm your registered email and address on the account?”
Once verified:
“Thank you for confirming. Here’s your Fodel pickup OTP: XXXX. Please keep it confidential and show it when collecting your parcel.”
Never share OTPs unless customer verification is complete.
OTP is a confidential code; do not share it via screenshots.
Always note in CRM: “OTP shared after customer verification.”
Redbox sends the OTP directly to the customer’s registered phone number when the parcel is ready for collection.
For immediate resending of OTP, call — 966553173375 Mr. Alsawadi
Inform the customer that CS does not have direct access to Redbox OTPs.
Advise that a request will be raised to retrigger the OTP.
Then create a subtask to LMT KSA
The customer will receive the OTP within 24 hours.
Raise a Subtask to LMT KSA with details:
Order ID
Customer Name & Registered Number
Complaint: OTP not received
Request: Retrigger and share OTP on the ticket
“For Redbox orders, the OTP is sent directly by Redbox to your registered phone number.
If you haven’t received it yet, I’ll raise a request to our Last Mile KSA team to retrigger it.
You’ll receive the OTP within 24 hours.”
Always ensure OTP is shared only with the verified customer.
If the contact is made from a different number or platform (email/chat):
Verify two of three details (Email, Registered Number, Address).
Note verification confirmation in CRM before sharing OTP.
For every OTP case, record the following:
Customer verified
Type of order (Store Pickup / Fodel / Redbox)
Action taken (e.g., OTP viewed and shared, OTP retriggered, or LMT ticket raised)
Add remarks: “OTP shared post verification” or “Redbox OTP retrigger request raised.”