GLS: Incident Resolution Manual
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.
Shipping services
- 14H Delivery: Urgent package delivery before 2 PM the next business day. Service available in specific areas.
- 24H Delivery: Package delivery within 24 business hours.
- In all cases, GLS notifies recipients by email, providing detailed order information so they can track their shipment.
Cut-off time
- You can resolve issues until 5 PM Spain time. If you do so after that time and you have scheduled delivery for the next day, unfortunately, the order will NOT be dispatched.
- All solutions you provide on Fridays after 5 PM will be processed by GLS on Monday of the following week and will be delivered starting on Tuesday.
- It is NOT possible to request that the order be put back into delivery on the same day that the incident occurred.
Customer contact
- Generally, calls are NOT made before delivery. Occasionally, the delivery driver may contact the customer once they are at the address (or about to arrive), but this depends largely on the driver's schedule and the volume of deliveries to be made that day.
Delivery attempts
- Up to two (2) delivery attempts are made per order if the first delivery attempt is unsuccessful. If both attempts have been made and the order could not be delivered, a third attempt can be requested, but we cannot guarantee that it will be carried out, as this depends on each delivery agency.
- If the order is rejected during the first delivery attempt, it will not be sent out again. In these cases, the solution must include a justification for requesting a new delivery or provide evidence that the customer genuinely wants to receive it.
- If you don't want the second delivery attempt to be made the next business day, you shouldn't resolve the issue through the Dropea panel or the GLS tracking system, because that forces the courier to deliver it the following day (and if they don't, they'll be penalized). Instead, if you need the second attempt to be made on a different date, please submit your request directly to the customer service team.
Delivery days and times
- Deliveries are only made Monday through Friday. No deliveries are made on weekends or holidays.
- GLS delivery times depend on each delivery agency, but generally it is continuous from 9 a.m. to 7 p.m.
Payment methods
- Cash, card or Bizum.
Return period
- GLS only holds orders for 10 consecutive days from the date they receive them. If an order cannot be delivered within this timeframe, it risks being returned to the warehouse. Therefore, we recommend that if an order flags an issue, you try to arrange a new delivery date with the customer as soon as possible, ensuring it falls within the 10-day period to avoid the return.
Refund modification
- If you need to modify the refund for an order that's currently experiencing issues, you must notify the customer service team so they can process it. Please remember to coordinate the next delivery with the customer at least 48 business hours in advance to allow the delivery company time to change the label.
- If you need to modify the refund for a completed order, you must wait until it is in transit and notify the customer service team so they can process it. Please coordinate the next delivery with the customer at least 48 business hours in advance to allow the delivery company time to change the label.
Request to pick up an order at an agency
- If the customer indicates they wish to pick up their order at the agency, you can verify the agency's information by accessing the order tracking and clicking the "Pick up at Agency" button. If this button is not displayed, you can access the following link: https://gls-group.com/ES/es/buscador-codigos-postales/ and enter the postal code shown on the order to obtain the destination agency's details.
Incident of rejection due to request to open the package
- If the reason for the issue is that the customer wants to inspect the package contents before paying, this is NOT permitted and you cannot authorize it. If you do so and the customer then refuses the order, you will be charged the cost of the product, as the supplier will not accept the return of a package that has been tampered with.
Rerouted orders
- If the issue is "POORLY DOCUMENTED," it means the order's postal code was incorrect and it was delivered to the wrong agency. You will usually then be notified that the order has been rerouted to the correct agency for delivery. In these cases, you don't need to do anything, as GLS automatically reroutes the order.
- Whenever a GLS order indicates that it has been rerouted, you can check its status from the following link https://gls-group.com/ES/es/recibir-paquetes/seguimiento-envio/ by entering the order tracking number (you can copy this from Dropea) and the correct postal code (it is usually indicated in the same incident report, and if it is not there, you must look it up), and it will give you the new link where you can see the status of the order.
"Return to origin" button
- If you need to return an order to the origin, meaning it's returned to the warehouse because the customer won't receive it, you can use the "Return to Origin" button located within the issue resolution pop-up window. After clicking the button, a pop-up window will open allowing you to confirm the action.
"Pick up at agency" button
- If the customer requests to pick up the order at a branch, you can use the "Pick up at branch" button located within the issue resolution pop-up window. After clicking the button, a pop-up window will open for you to confirm the action.
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