Common Inquiry Scenarios

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  2. Training
  3. Common Inquiry Scenarios

General Tracking - Customer tracking order

 Track in Shiptrack:

    •  order does not generate
      • Double the customer portal
      • Ensure to extend query dates. Can also search under name or number or postal code
      • Advise customer tracking number does not exist, please call the vendor to track further
    • order generates, zero scans
      • Advise customer package has not been tendered by the vendor, please call the vendor to track further
    • order generates and there is an “outbound” scan on the current day
      • Advise customer package is out for delivery, and provide delivery hours based on the terminal/hub

  • Amazon Terminals: deliver 7 days a week, 8:00 a.m. – 9:00 p.m. -- With the new Amazon volume, they are added to our Business Line routes so that changes things. 

    Winnipeg

  • Windsor

  • Barrie

  • Orillia

    Business Line Terminals: We deliver 5 days, Monday – Friday 8:00 a.m. – 5:00 p.m.

    London

  • Hamilton

  • Oakville

  • Pickering

  • Ottawa

  • Montreal

    • order generates and there are scans on a prior day (no current-day scans)
      • Advise the customer that further tracking by second-level support is required (escalation)
    • order generates and scan states “Bulk Delivered On Paper POD (Proof of Delivery), check the Comments as it may have been diverted to UPS or Purolator.
    • order generates and scan states “Bulk Delivered On Paper POD (Proof of Delivery), check the Comments as it may have been diverted to UPS or Purolator.
      • If UPS, provide the customer with the UPS tracking number listed in the Pallet/Bundle field and further inquiries should be directed to UPS.
      • If it's for Purolator and no tracking number has been provided, advise customer inquiry is being sent to second-level support team for further investigation

Delivered - Not Received

The customer advises order status was delivered but they didn’t receive their package
• Get the tracking number
• Track in Shiptrack, provide delivery date and time to customer
• Ensure to extend query dates. Can also search under name or number or postal code
• If there is a box placement photo available, describe to the customer and offer for second-level support to send this to them -ensure to read back the email address to ensure accuracy.
• Customer still claims did not receive the package o Confirm the tracking number, email address, and phone number, and advise second-level support will investigate further.

Delivery Instructions

The customer calls in to provide additional delivery information (unit#, buzzer#, special instructions)

    • Get the tracking number and delivery information from the customer, as well as the phone number and email.
    • Choose the appropriate disposition to send call details to customer service

Change of Address Request 

  • Ask the customer where they purchased the order from, so that we are not telling everyone who our clients are. If it's from Amazon and the redirect makes sense (within the hub's service area), submit the request to the second-level support team. If not sure whether the redirect is within the hub's service area, you may still submit the request but please advise the customer that a redirect request is not guaranteed. Get the tracking number and address information from the customer, phone number, and email. 
  • If it's from clients other than Amazon, it is best to advise the customer to call the vendor/store where they purchased the order from and request a redirect through them.

Pickup Requests

  • For pickup requests, Staples, G&T, or Novexco will send us pickup requests via email and should one of their customers call for a pickup, please direct them to the company to request through them. 
  • We do not accommodate pickup requests for Amazon, Indigo, Book Depot, KAO, and DHL.

Missed Delivery - CUST Not Home

  • In general, especially during the weekends or holidays, please do not advise we will request a driver to return today as you have no way of requesting this. Please ask them to continue tracking their package for the next delivery status scan.


Missed Delivery - CUST Home

  • In general, especially during the weekends or holidays, please do not advise we will request a driver to return today as you have no way of requesting this. Please ask them to continue tracking their package for the next delivery status scan.

Delivery To Business - Instructions

  • If the delivery attempt had been made after-hours, please ask for the business name along with business days/hours from the customer.

URGENT - Incident!

  • The customer calls to report property damage or an incident with the driver
  •  Get the tracking number and delivery information from the customer
  •  Choose the appropriate disposition to send call details to customer service

Common Customer Complaint

  • Driver left the package in the lobby, driveway, on the grass, in an unsafe location
  • Driver failed to call upon arrival
  • Driver failed to follow special order instructions
  • Product missing from inside box
  • Box open/tampered with
  • Customer receiving scan or delivery notice from Amazon with future time (known
    issue with Amazon)

Solicitation

  • Solicitor or any call that is not track and trace
  • Choose the appropriate disposition to send call details to customer service

Note: 

Never advise the customer to retrieve the package from the wrong address. 

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