Inform the customer:
I’m sorry for the confusion, but as per our policy, any delivery issues must be reported within 1 hour of receiving the delivery SMS.
If the customer disputes:
Try to convince them about the policy.
Check with the store team to verify if the issue is genuine.
Go to CRM > Communication > Add Comment
Mention whom you coordinated with and the assured delivery time.
Example: Contacted Sakthi (Ashok Nagar) – Rider mistakenly marked as delivered.
If valid, inform the customer:
As an exception, we are arranging a resolution for you this time. However, please note that moving forward, any delivery concerns must be reported within 1 hour of receiving the SMS.
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: DT00013