Incident Management
π¦ Manage your incidents
Properly managing incidents is key to increasing your delivery rate and ensuring that as many orders as possible reach your customers.
β
Go to the Orders > Incidents section (if you work with several countries, don't forget to select the country you are going to manage).
π Incident tabs
Within this section you will find several tabs with different statuses:
β
a) π All
This tab displays all incidents. It is the sum of all available tabs.
β οΈ Important:
The only tab from which you can contribute a solution is:
- Pending resolution
We recommend checking it daily.
b) π Pending resolution
Orders with issues pending resolution.
c) π£ Solution sent
Orders with issues and solutions provided.
d) π’ Pdte. delivered
Orders with issues that have been delivered without a solution being provided.
e) π΄ President rejected
Orders with issues that have been returned without a solution being provided.
f) π£π’ Solution sent delivered
Orders with issues, solutions provided, and delivered.
g) π£π΄ Solution sent rejected
Orders with issues, solutions provided, and returned.
h) π Pick up at agency
Orders with issues that were marked for pickup at the agency.
i) ππ’ Pick up at agency delivered
Orders with issues that were marked for pickup at the agency and have been delivered.
j) ππ΄ Pick up at agency rejected
Orders that were marked for pickup at the agency and have been returned due to the deadline.
π View details of an incident
To view information about an incident, click on the three dots and then on "View details" .
Within the incident report you will be able to check:
- π Incident status or code.
- π¦ Type of incident.
- π Reason for the incident.
- π Notes made by the delivery driver.
- π Distance from the agency office to the customer's address.
- π Incident history.
β
βΉοΈ Available solutions
Once you have reviewed the information, you can choose the "Contribute a solution" option from there, or you can close the pop-up window, click on the three dots and then on "Contribute a solution":
π¬ Customer-managed
Select this option if you have tried contacting the customer but haven't received a solution yet. The issue will remain open so you can address it again later.
π Retry delivery
Select this option if, after contacting the customer, you have arranged a new delivery date. You will be able to specify the day and time slot.
π‘ Change of address
Select this option if the customer requests that the next attempt be made at a different address, as you can modify the details.
π£ Pick up at Agency
Select this option if the customer indicated that they wish to pick up their order at the destination agency.
π Request a refund
Select this option if the customer indicated that they will not receive their order.
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