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National Customer Service Flow

Here below are the customer service guidelines on how to deal with issues pre and post-delivery for Orkestro's nationwide services:


Issues
Cause
Actions
Failed CollectionsIncorrect address1. Orkestro flags to merchant 
2. Merchant to resend order with correct information

Failed Collections
Seller unreachable1. Orkestro flags to merchant 
2. Merchant arranges new collection date and send a new order through to Orkestro

Shipping delays Absent customer1. Orkestro flags to merchant and confirms redelivery date

DPD:
Customers are offered via SMS/Email to either:
>Leave on a safe place 
>Deliver to nearest DPD shop

If redelivery fails, fleet delivers to the nearest DPD shop and keep it for 7 days, after which it gets either: 
1. Sent back to the sender 
2. Disposed 

Shipping delays Incorrect delivery address1. Orkestro flags to merchant 
2. Merchant confirms correct delivery address
3. Fleet to confirm redelivery date 

Shipping delays 
Redelivery Issues (backlog)1. Orkestro flags to merchant 
2. Fleet to confirm redelivery date

3. Orkestro raises to fleet if merchant files for compensation. How to raise a ticket here
4. Fleet approves compensation according to their T&C's
5. Orkestro issues approved compensation to merchant
6. Ticket is closed

*All compensation tickets must be submitted with proof of basket value

Lost package/Missing items
Mislabelling, etc.1. Customer flags to merchant
2. Merchant submits a refund ticket
3. Orkestro forwards ticket to fleet
4. Fleet approves refund according to their T&C's
5. Orkestro issues approved refund to merchant
6. Ticket is closed

*All refund tickets must be submitted with proof of basket value and missing items

Broken/Mishandled package
Package Handling
1. Customer flags to merchant
2. Merchant submits a refund ticket
3. Orkestro forwards ticket to fleet
4. Fleet approves refund according to their T&C's
5. Orkestro issues approved refund to merchant
6. Ticket is closed

*All refund tickets must be submitted with proof of basket value and photo of broken items

Bad driver behaviour
Rudeness
(Driver was impolite to end customer or merchant)
1. Merchant submits a ticket to Orkestro
2. Orkestro forwards ticket to fleet for investigation 
   a. Orkestro informs the merchant of the outcome
   b. Orkestro raises to fleet if merchant files for compensation. How to raise a ticket here
3. Fleet approves compensation according to their T&C's
4. Orkestro issues approved compensation to merchant
5. Ticket is closed





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