Delivery Not Received – Tracking Shows Delivered (TSDBNR)
Investigations are accepted only if the customer contacts within 14 calendar days from the delivery date shown on tracking.
If contact is made after 14 days, inform the customer that:
The case is beyond the validation period, and
Courier verification is no longer possible.
“As per our delivery policy, we can investigate delivery concerns reported within 14 days of the delivery date.
As this order was marked delivered earlier and you were notified via SMS, email, and app status, it’s now beyond the validation window and we’re unable to verify details with the courier.”
CRM Note: “Out of Timeframe – No Investigation Possible.”
If the customer reports the issue within 14 days of delivery:
Acknowledge and assure investigation
“We’re sorry to hear that you haven’t received your order, even though it shows as delivered.
We’ll check this with our courier and update you within 5 working days.”
Check CRM history
Verify if the customer has already raised this issue before.
If yes, continue under the existing ticket.
Create a Subtask to the Respective LMT (KSA LMT or UAE LMT):
Include the following:
Order ID / Tracking Number
Customer Name and Registered Contact Number
Delivery Address (system record)
Delivery Date (courier record)
Customer statement (“Customer claims non-receipt”)
Request for POD (Proof of Delivery)
⚠️ Note: For COD orders, POD is not applicable.
Include instruction to LMT:
“If POD or delivery confirmation is not provided within 72 hours (3 days), the case will be closed in favor of the customer.”
Share the POD or confirmation with the customer:
“We’ve received confirmation from our courier that the parcel was delivered as per the attached details.
Kindly review and let us know if the address or recipient details differ from yours.”
If customer denies or says the address/person is wrong:
Update LMT immediately.
Escalate to Supervisor or Manager for deeper review and decision.
LMT to arrange redelivery or retrieve item.
CSA to confirm delivery with customer and close ticket as:
“Resolved – Delivered after correction.”
Close the case in favor of the customer and note:
“No courier response within SLA – resolved in customer’s favor.”
| Scenario | Escalation Level | Timeline |
|---|---|---|
| Case open > 3 working days (awaiting LMT feedback) | Escalate to CS Supervisor | Day 4 |
| Case open > 5 calendar days from customer contact | Mandatory escalation to CS Manager | Day 5 |
| No LMT feedback within 72 hours | Escalate to the Supervisor immediately | Day 3 |
Note: Notify Manager (Sachin or Josy) all open “Delivery Not Received” cases beyond Day 5 for closure or compensation decision.
Each case must include:
Delivery date (per tracking)
Whether within 14 days or not
Subtask creation date and reference
LMT feedback or POD copy
Final communication to customer
Sample Notes:
“Customer contacted within 10 days of delivery. LMT POD requested on [date]. Awaiting feedback.”
“POD received and shared with customer. Customer claims not received. Escalated to Manager.”
“No LMT feedback after 48 hrs. Closed in customer’s favor.”
| Process Stage | Responsible | SLA |
|---|---|---|
| Acceptable contact window | CSA | Within 14 days from delivery |
| LMT feedback | LMT | 48 hours |
| Customer update | CSA | Within 3 business days |
| Case escalation (if open >5 days) | Manager | Mandatory on Day 5 |
For customers with multiple non-receipt reports, escalate to Fraud Review to manager/supervisor before any refund or wallet credit.
For Fodel / Redbox orders, refer to courier-specific KMS policies.
“I completely understand how concerning it can be when an order shows delivered but hasn’t reached you.
Don’t worry, we’ll investigate this right away with our courier and get back to you within 3 working days.”
“Our courier has confirmed the delivery as per the attached details.
Could you please check if anyone at your address might have received it on your behalf?
If not, please let us know so we can review this further with our logistics team.”
“Thank you for your patience! I’m glad to confirm that your order has now been successfully delivered.
We appreciate your understanding and cooperation.”