Dial Customer Solutions Internal CS Wiki

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====== Where is my delivery? ======

The first thing you should do is [[howto:check_delivery|check the delivery status]] of the order to see if it has arrived.

__If the tracking information shows undeliverable:__

Confirm the shipping address. If there was an error, you can [[howto:reship|reship]].

**Talk Track:** //I'm looking into the tracking information here and it appears that the package could not be delivered. Can I please confirm your shipping address? Okay - I have something different on file here, let's update this and I will be able to ship out a replacement order as a one-time courtesy.//

__If the tracking information shows delivered:__

Encourage the customer to check with family members and neighbors to see if they have the package. If not, we can [[howto:reship|reship]] as a one time courtesy.

**Talk Track:** //I'm looking into the tracking information here and it appears that the package was delivered successfully. Can I please confirm your shipping address? Okay, that matches our records. Is it possible that another member of your household or a neighbor picked up the package? That's okay, we can reship your order as a one-time courtesy.//

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