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**).

**Talk Track:** //As you will see in the tracking details, the shipment is currently in transit. You can continue to monitor your delivery at this link.//

If the customer complains about the shipping time affecting the length of their trial subscription, you may 
[[howto:extend_trial|extend their trial]].

When you check the tracking number, it should show that the delivery has been picked up by USPS. If it shows //Pre-Shipping// for 2 days or more, notify management.

{{:reasons:preship.png|}}
===== 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]].

**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.//

===== If the order is still Pending: =====

Sometimes an order will show as //Pending// or //Pending Shipping// in the CRM and will not have a tracking number.

This usually means that the order is being processed and is about to be mailed out. If the order was made more than 48 hours ago, alert management and let the customer know you will [[general:managing_call_backs|call or email them back.]]

**Talk Track:** //I can see your order but I am unable to determine its current status. I will need to check into this further. Is it alright if I call you back in 2 hours? Or would you prefer an email?//

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