Dial Customer Solutions Internal CS Wiki

You've loaded an old revision of the document! If you save it, you will create a new version with this data.

===== Parcel Delivered Not Received =====

USPS don’t do electronic signature. Agents may leave the parcel even without  the presence of a receiver. However, they are able to investigate if the parcel was delivered or not using the special GPS feature on their scanner.

Carrier agents might leave the parcel at  the following places.
  * Front porch or door step
  * Building concierge or mailbox (Condo or Apartment)
  * Post Office Box

Start with some probing questions:
  * Have you checked that maybe someone in the household may have received the parcel?
  * Your neighbors would not happen to receive the parcel, right? 
  * Have you already checked your concierge or mailbox?

__If the parcel is not found - then the customer will need to contact USPS to open a claim.__

**Talk Track:** // I see here that the parcel was delivered to you on DATE and TIME. I do recommend you to call USPS and open a claim to determine what happened to the products. They will provide you a case number which you may use if you need to make a follow up with them. Also, it is important to ask them to send you a written report about the investigation, along with the proof of delivery. Please give us a call back once you have the final feedback from them. If the parcel wasn’t really delivered, then we will be glad to issue you a refund or send a replacement.//

IF THE CUSTOMER ASKS TO CANCEL, THEN CANCEL
FOLLOW PROCESS IF CUSTOMER USED BUZZWORDS

Edit summary

Dial Customer Solutions Internal CS Wiki

User Tools

Site Tools

Page Tools