I’m really sorry for the confusion. I understand you received an SMS stating your order was delivered, but you haven't received it yet. Please don’t worry—I’m checking this for you.
Action to be Taken:
Check with the delivery agent/store team to confirm the status.
Update Notes in CRM:
1) Go to CRM > Communication > Add Comment
2) Mention whom you coordinated with and the assured delivery time.
Example: Contacted Sakthi (Ashok Nagar) – Rider still on the way, will deliver in 20 minutes.
3) Provide the correct delivery status and assure prompt resolution.
Assure the customer:
I have taken your complaint regarding the incorrect SMS update and have escalated it to the delivery team. We will ensure this does not happen again."
Ticketing Process (Mandatory):
Tagging: Delivery > SMS Received but Not Delivered (SMS)
Raise a Ticket in CRM (Add New Ticket):
Action Taken > Disposition: Select "Delivery__SMS Received but Not Delivered" from the dropdown.
DTCODE: DT00012