4. Track My Return SOP

Overview

The below guideline describes the process an agent should take when resolving customer queries regarding delays with their return.

Contents

1. POPI Verification 

2. Delay Thresholds 

3. Delays Process 

4. Track My Declined Return Process 

Decision Trees

1. POPI Verification

• When inbound contact is made by a customer related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound customer contacts can be found in the POPI FOOD CS SOP

2. Delay Thresholds

Delay Type	Conditions	Escalation for Feedback
Pre collection Delay	No Collection within 2 attempts or 7 days	No Escalation
Post Collection (HUB to DC)	Return Status not at MRDX Dispatch 3 days after collection	Escalate to OF Returns
Evaluation Delay  (DC)	No evaluation decision 3 days after Mr MRDX Dispatch	Escalate to CPT Returns Queries
Declined Return- Delivery to Customer	Return has not been delivered to customer more than 3 business days after waybill created	Escalate to 3PL FNF

3. Track My Return Process 

The typical turnaround time for a return from request to evaluation is 7 days. If a return has not been collected within 7 days the return will be canceled.

1.	Customer Contact The Customer makes contact ( Either by call or ticket) requesting for feedback regarding their delay Call: Request DFD or  MRRN number  DFD Inform the customer you will investigate and offer call back Ticket: Has the customer provided enough information, DFD or MRRN for you to review the status of return? IF Yes: Continue to Mr D Express IF NO : Call the customer to get the relevant detail
2.	Search for Waybill Search for the MRRN or MDX Number on Express in the top right hand search bar.  Right click on the waybill and select “View Waybill”
3.	Review the status of the waybill First step is for the agent to determine if there is a genuine delay on the Return Pre Collection Delay More than 2 attempts two unsuccessful attempts made to collect the return The return has not been scheduled at the customer after two days  Post Collection Delay 3 days or more since the item was collected from the customer and the status of the return is not “at MrDX Dispatch” This would indicate that the return has been collected from the hub but has not arrived at the Returns DC Evaluation Delay There isn't a evaluation decision on the return 3 days or more after the status “at MrDX Dispatch” This would indicate that return has arrived at the DC however there is a delay in getting the evaluation decision Review the Waybill manifest to see if there are any notes indicating the reason for the delay
4.	Determine if there is a Delay  Delay Resolved  There was a delay at any of the stages however the status of the waybill has now moved to the next stage  Inform the customer that the delay has been resolved
5.	Request Feedback on Delay Pre Collection Delay Review reasons for delay  Cancel or reschedule the delay based off the rejection reasons Follow the cancellation or rescheduling process based off review of rejection reasons or feedback from customer  Post Collection Delay Escalate the delay to OF Returns via Zendesk Link the customer ticket to the escalation Assign the ticket tp “OF Returns” Include the following MRRN Number: MDX Number: Current status: Description of delay: The order was collected from the customer X days ago however the return status reflects that it has not arrived at the returns DC for evaluation Apply the "TAL NOW :: Returns Internal Escalation :: Track my return" Submit ticket as open Evaluation Delay Escalate the delay to the Returns DC via Zendesk Link the customer ticket to the escalation Assign the ticket to “CPT Returns Queries” Include the following MRRN Number Current status: Description of delay: The order arrived from the HUB X days ago however a final evaluation decision has not been received  Apply the "TAL NOW :: Returns Internal Escalation :: Track my return" Submit ticket as open
6.	Await Feedback Call the customer that you have escalated the delay to our courier partner or to the evaluation DC Inform the customer that you will call and provide feedback once received
7.	Feedback Received  Call the customer and inform them of the feedback received  If the customer does not answer send them an email informing them of the delay  If feedback more than 48 hours after escalation to the the OF Returns or CPT Return Queries Escalate to the returns manager and link the original escalation ticket
8.	Update Notes  Update the TAL NOW Returns Tracker Update admin notes  Update Zendesk ticket

4. Track My Declined Return Process 

If a customer wants to know the status of a declined return or you would like to review the status of a declined return on whether it has been returned to a customer the following process can be followed

1.	Obtain Waybill Number from CS Portal Use the MRRN number or RRN number to identify the return Open the Return Notes section The return waybill will should always be the last action on the notes Number starting DO is the waybill
2.	Search on DPS Laser Open the DPD laser profile using the link Insert the waybill number into the track my order section
3.	Review Status updates  Review the updates left by the customer and provide the relevant feedback to the customer  Scroll through the notes to understand status updates