I’m really sorry for the delay in your order. Due to some unforeseen issues, it's taking longer than expected. We're working on it and will get it to you as soon as possible.
In the meantime, you can reach the delivery agent at [Agent's Contact Number from CRM] for updates.
CRM link: CRM Link
Action to be taken:
Check & Assure: Coordinate with the store team/delivery agent to confirm the estimated delivery time.
Update Notes in CRM: Add a clear note under CRM > Communication > Add Comment, mentioning whom you coordinated with and the assured delivery time.
Example: Contacted Sakthi (Ashok Nagar) – Delivery in 20 minutes.
Customer Escalations:
If the customer contacts more than twice, try to reassure them.
If the customer remains adamant, escalate the case via a transfer call or callback to the Team Lead.
The Team Lead will follow up with the Delivery Manager and arrange for compensation along with a confirmed delivery time.
Tagging: Delivery > Late Delivery (Late)
(Except Sundays all days ticket is mandatory)
Ticket to be raised in CRM(Add new ticket): Choose Action Taken >Disposition:
Select "Delivery__Late Delivery" from the dropdown and fill all the details and raise ticket.
DTCODE: DT00008