Dial Customer Solutions Internal CS Wiki

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

Check the Fulfillments tab in the CRM to check the [[howto:check_delivery|delivery status]] of the order.

===== If the package is still in transit: =====

Provide the **Tracking #** and carrier (**Method**).

===== If the package has been delivered: =====

Provide the **Tracking #** and carrier (**Method**) so that the customer can see that the package was delivered. Encourage them to check with family members and neighbors to see if the package can be located.

If the package still cannot be located, we will reship __one time only__ as a courtesy. Look at the customer notes in the CRM to verify that they have not already been reshipped.

To reship:

1.  Go to the **Fulfillments** tab and click **Actions > Reship**.

2.  Check the **Continuity** tab to see if they are in the //Trial//. If so, [[howto:extend_trial|extend their trial]] by 14 days

**Talk Track:** //As you can see in the tracking link, your package was delivered on XYZ to your shipping address. Is there any chance that another member of your household picked it up? Or a neighbor?//

//No problem. As a one time courtesy, we will reship the order to you at no charge.//

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