In case the customer reaches out to us stating that they have not received the card despite the status showing as delivered, please reconfirm by checking on Workbench and the delivery partner's website.
RESPONSE:
We are sorry to know that you have not received your card yet. As per our records, the card has been delivered to your communication address: <MENTION THE ADDRESS> on <MENTION DATE OF DELIVERY>. We request you to kindly check with your friends/family for the same. In case you still have not received the card, kindly let us know, and we will have this escalated to the relevant team immediately.
INSTRUCTIONS:
STEP 1: Ask the customer to check with their family/friends, if they have received the card on behalf of the customer.
STEP 2: Reverify with the customer if they received a call from the delivery partner and if they shared the OTP with them.
STEP 3: In case the customer has still not received the card please reconfirm the customer's address
STEP 4: Raise a ticket with Card Delivery Team
STEP 5: Add a private note with
- the customer's address
- Old AWB number
- Reason for creation of Ticket (e.g. Delivered but not received by customer)
- Details for STEP 2 (if any)
LABEL:
Card Delivery status - After Dispatch
Please click here, in order to access the Card delivery Cheat sheet, with actions and responses for all issues and delivery statuses.