LITs

Which carriers do we refer to?

DPD UK, DPD intl, Collect+, UK Mail, CitySprint, ASDA ToYou, Doddle

DPD UK, DPD intl, Collect+, Doddle, CitySprint, ASDA ToYou

DPD, DPD intl, UK Mail

Hermes, United Broker, P2P, TrakPak

If a customers untrackable order is due on the 22nd, and they contact us on the 22nd at 11:00am, what would you do?

Advise them to get back in touch on the 23rd if they don't have the order

Ask them to allow until 10pm before getting back in touch

Replace the order as NLW

Tell them to allow until 10pm and keep an eye on the tracking

If an order's NLW with DPD, what steps would you follow to resolve the query?

Replace it as CAF straight away

Ask them to confirm their delivery address, then replace as NLW

Advise checks and confirm their delivery address before replacing as NLW

Request an RTS on DPD's site, then replace as NLW

Call DPD and ask if it's really a NLW, then replace if it is

Advise them to wait a T&T date

Ask the customer to allow 4 working days for the delivery to be made

If a NDD order's being delivered with Hermes, and shows an RTS scan, what would you do?

Ignore it - Hermes are wrong

Allow 4 working days for the tracking to update

Allow 7 working days for the order to be returned

Go on Hermes site and live chat with them to sort it out

Advise checks and confirm the delivery address - then replace the order as in dispute

If a customers saying they don't have their collection code for an ASDA ToYou order, what would you advise?

That they get in touch with ASDA

That their tracking number is their collection code

That their order number is their collection code

Advise checks and confirm the address, then replace the order

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