Tips for managing incidents
📢 If you're a dropshipper and want to manage your issues effectively, at Dropea we'll give you some recommendations that have worked for us so you can manage them.
👌 The first recommendation we can offer is to verify the delivery distances of the orders 🚛. If the distance is greater than 15 kilometers, it will not be possible to offer the customer a specific delivery time 🚩. In these cases, you must inform the customer that the order will be delivered throughout the day. If the customer cannot accept this, don't worry; you can offer to pick up their order at the agency or suggest that they provide you with an alternative delivery address 🏢.
👌 The second suggestion we'd like to give you is that when you're on a call 📞 with a customer, don't start by stating the reason for the incident. By this, we mean that if the incident is "Merchandise not accepted," ⛔ avoid informing the customer directly that the shipping company notified us of their rejection. Instead, mention that you know the delivery couldn't be made for some reason and that you're calling to coordinate the delivery of the order. This approach will make for a more positive communication with the customer 🥰.
👌 The third recommendation is to pay special attention to when a customer decides to decline their order, regardless of the reason. It's important to listen carefully to the customer's reasons 🙊, 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 help you make an effective and positive decision for both you and the customer 💡.
👌 Our fourth recommendation is important for addressing issues such as incorrect addresses 📛. If the customer claims the address they provided is correct, we suggest you always ask for a reference, if possible (for example, next to the Pepita supermarket) 🏩. This information will be very useful to provide to the delivery person, so the order can be delivered efficiently.
Shipping services
- Service 14: Express package delivery before 2:00 PM the next business day. Service available in select areas.
- Service 19: Package delivery within 24 business hours.
- In all cases, GLS notifies recipients by email with detailed order information so they can track it.
Cut-off time for resolving incidents
- You can resolve issues until 5:00 PM Spain time. If you do so after that time and have scheduled delivery for the following day, unfortunately, the order will NOT be delivered.
- All solutions submitted on Fridays after 5 p.m. will be processed by GLS on the following Monday and will be distributed starting Tuesday.
- It is NOT possible to request that the order be put back into delivery on the same day the incident occurred.
Called before delivery
- Typically, no calls are made before the delivery. Occasionally, the delivery person may contact the customer once they are at the address (or soon to arrive), but this depends largely on the delivery person's schedule and the volume of deliveries that need to be made during the day.
Delivery attempts
- Only two (2) delivery attempts are made per order, regardless of the reason for the incident. If the two attempts have already been made and the order could not be delivered, it is possible to request a third attempt, but we cannot guarantee that it will be carried out, as this depends on each agency.
Days and times of order delivery
- Deliveries are only made Monday through Friday. Deliveries are NOT made on weekends or holidays.
- GLS delivery times vary by agency, but are generally from 9 a.m. to 7 p.m.
Payment methods
- Cash, card or Bizum.
Order retention period
- GLS only holds orders for 10 calendar days from the date they are received. If the order is not delivered within this time period, it may be returned to the warehouse once the deadline has passed. For this reason, we recommend that if an order has an issue, you try to agree with the customer on a new delivery date as soon as possible within this timeframe to avoid a return.
Modifying an order refund
- If you need to modify the refund for an order that is already confirmed or is in progress, you must notify the customer service team so they can process it. Please plan 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.
Request to pick up an order at an agency
- If the customer tells you they want to pick up their order at the branch, you can verify their information by accessing the order tracking and clicking the "Pick Up at Branch" button. If that button doesn't appear, you can visit the following link: https://gls-group.com/ES/es/buscador-codigos-postales/ and entering the postal code shown on the order will provide you with the destination branch information.
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