Tips for managing incidents
π’ If you are a dropshipper and want to manage your issues effectively, we at Dropea are going to give you some recommendations that have worked for us so you can manage them.
π Our first recommendation is to check the delivery distances for your orders π. If the distance is greater than 15 kilometers, you won't be able to offer the customer a specific delivery time π©. In these cases, you should inform the customer that the order will be delivered throughout the day. If the customer can't accept this, don't worry, you can offer them the option of picking up their order at the agency or suggest they provide an alternative delivery address π’.
π The second suggestion we'd like to offer is that when you're on a call π with a customer, don't start by stating the reason for the issue. For example, if the issue is "Delivery refused," β avoid directly informing the customer that the shipping company notified you of the rejection. Instead, explain that you understand the delivery couldn't be completed for some reason and that you're calling to coordinate the delivery. This approach will lead to a more positive communication with the customer π₯°.
π The third recommendation is to pay close attention when a customer decides to reject their order, regardless of the reason. It's important to listen carefully to the customer's reasons π, as this information will help us determine whether it's appropriate to offer a discount or if it's more effective to highlight the product's value. Understanding your call with the customer will allow you to make an effective and positive decision for both you and the customer π‘.
π Our fourth recommendation is important for addressing issues, such as incorrect addresses π. If the customer maintains that the address they provided is correct, we suggest you always ask for a landmark, if possible (for example: next to the Pepita supermarket) π©. This information will be very helpful to provide to the delivery driver, ensuring efficient delivery of the order.
Delivery attempts and times
- Monday to Friday from 9 a.m. to 7 p.m.
- Two delivery attempts will be made.
- If the package could not be delivered on the first attempt due to the recipient's absence, a second attempt will be made on the next business day.
- If the package could not be delivered on the second attempt due to the recipient's absence, it will be stored at a CTT collection point for 5 business days.
- There is telephone contact with the recipient, and the recipient can request, on the first delivery attempt, that the shipment be directed to a CTT Point, having 5 working days to collect the shipment at the CTT Point.
- If the recipient refuses delivery on the first or second attempt, the package will be automatically returned.
- If the recipient refuses delivery on the first attempt, a second attempt will not be made and the package will be returned directly.
Return period
- When a shipment is reported to a CTT Point, the maximum time allowed to collect the package is 5 days.
- The recipient receives notification by SMS or email when the order is about to be delivered.
Refund modification
- It is only possible to request a refund cancellation. It is not possible to change the amounts charged due to discounts applied once the shipment is already in transit.
- These requests are subject to operational feasibility and are not guaranteed.
Agency collection request
- Ideally, the request should be made as soon as possible to increase the chances of the change being processed. However, please note that once both delivery attempts have failed, the shipment will be automatically redirected to the nearest CTT Point to the destination address.
- Alternatively, the recipient can give that instruction during the phone call made by the delivery person at the time of delivery, explicitly indicating the CTT Point where they wish to collect the shipment.
- Cash or national debit card with contactless.