CPD Process



1.1 Purpose

 

Whenever a customer contacts for asking Order status, the agent to follow the  new update on Shopify where agents can refer to the tag section in the Shopify order page and share the information when the customer asks for the Order status 


Document title

CPD

Current Version

1.1

Status

Live

Document Owner

Process Excellence Team

Approved by

 Chethan Kumar




 Responsibility:

 

-When a customer contacts for order status, the agent will check for order status from CPD under the TAG section in the Shopify order age 



Tagging:


Tagging will be the same as the existing process for Email, Chat and SM and Inbound


Navigation to the Shopify page 

The Tag section is on the bottom of the Orders page. Below the image




How to read the date format?


As per the above image, the date is 16th May 2024





VOC

Prepaid

COD

Where is my order?


Order status: Canceled 

Check the Shopify page for the Cancellation reason and action as per the cancellation process


Action:


Provide the Refund TAT for a prepaid order and proceed with Refund escalation 



Check the Shopify page for the Cancellation reason and action as per the cancellation process



Action: Escalate for Refund process and inform the customer that the customer will receive a link via SMS and email where he needs to manually


CPD is available 


Fulfilled 

Breached ( From CX contact date)

Not breached ( YYY-MM-DD)

Check for CPD ( Customer Promise Date)



Action: Assign the case to L2

inform TAT of 48 hours and fill out the form






Inform the CPD date and close the case


the ** If the Order hasn't reached the destination HUB and the CPD is about breach in next 24 hours then fill out the formto 


CPD is not available 

Fulfilled 

Breached ( Add XX days as per brand's policy)

No Breached





Assign the case to L2

inform TAT of 48 hours and fill the form






Inform the Website Policy and Close the case

** ** "Inform the Website Policy and Close the case

** ** If the Order hasn't reached the destination HUB and the XX days is about to breach in the next 24 hours then fill out the form"    


If there is no movement in the tracking from more than 48hrs, we need to fill out the form 




Unfulfilled    



"Within 36-48hrs

Inform the customer that the product will be dispatched and share the delivery TAT as per the website.



If the product is not dispatched after 36-48 hours, escalate the case to L2 






Revision History:


Document created by

Sandhya.G

08/05/2024