Tips for managing incidents

Shipping services

Cut-off time for resolving issues

1. 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.
   
2. All solutions you provide on Fridays after 5 pm will be processed by Tipsa on Monday of the following week and will be delivered starting on Tuesday.
   
3. It is NOT possible to request that the order be put back into delivery on the same day that the incident occurred.

Refund modification or cancellation

1. If you need to modify or cancel a refund for an order that's already been prepared or is 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.
   

Size changes

1. It is not possible to indicate size changes in the incident resolution.
   

Order delivery days and times

1. Deliveries are only made Monday through Friday. No deliveries are made on weekends or holidays.
2. Tipsa's delivery hours are divided into two time slots: 10 AM to 2 PM (morning) and 4 PM to 7 PM (afternoon). If you wish to offer a shorter delivery window, please ensure it is at least 2 hours. For example: 12 PM to 2 PM.
   
3. If the delivery distance is greater than 15km, you will NOT be able to request a specific delivery time. In these cases, you must inform the customer that delivery will take place at some point during the agreed-upon day.
   
4. If the incident report indicates a distance of less than 15km, you can suggest a delivery time slot. Keep in mind that these time slots are just suggestions; they have their own territorial organization and may not always be able to accommodate requests.

Return an order to the warehouse

1. If you want an order with an issue to be returned to the warehouse because the customer rejects it, you should write "Return to origin" as the solution.
   

Order retention period

1. Tipsa only holds orders for 7 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 7-day period to avoid the return.
   

Incident resolution style

1. Try to make the solution specific and short. For example: Submit Tuesday, April 9th, between 10 AM and 2 PM.
   
2. It is very important that the date of the new delivery is always included to avoid confusion.
   
3. Avoid generic solutions such as "resubmit", "submit tomorrow", "submit on Monday".

Complaints about incidents

1. Whenever you need to make a claim or inform Tipsa about an order issue, in the message you must specify the order ID in Dropea (not the issue ID).
2. If for any reason you can't resolve the issue from the Dropea panel, you can let us know and we'll help you. Remember that if the order is marked "in transit" in the "order status" column, you won't be able to provide a solution, even if it's highlighted in red. In these cases, and as long as the tracking doesn't show it as "available," you'll have to wait until the order shows an issue again before you can offer a new solution.
   

Report incidents at the Delegation

1. If the issue is "Collect at Depot," it is recommended to verify the information with the customer. If the customer wants the order delivered to their home, resolve it as follows: "Requests delivery to your home on XX/XX" (XX/XX: is the scheduled delivery date).
2. Otherwise, confirm that the customer will pick up at the branch.
3. When the Tipsa tracking indicates the status "Pending collection at Tipsa", it means that the order is at the agency for the customer to come and collect it.

Incidents: Merchandise Not Accepted or Returned to Origin

1. In the event that the order issue is a "Do Not Accept Merchandise" or "Return to Origin," when providing the solution, you should always put "I authorize delivery" and then the delivery date information.
   
2. Please note that even after authorizing a new delivery, the order may not be delivered, and in that case, we may request evidence (a WhatsApp screenshot or a phone call) that the customer actually wants to receive the order in order to claim it.
3. 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.

Absent Incidents

1. If the first delivery issue is a "No Delivery" message, Tipsa's internal protocol dictates that delivery will be attempted again the following business day. In the "Pending Issues (1st No Delivery)" section, under the "Pending Issues (1st No Delivery)" tab, you'll find all the issues generated when a delivery attempt was made and the customer was absent for the first time. While resolving these issues is not mandatory, we recommend being proactive and addressing them to improve your delivery rate.
2. If Tipsa has already completed the second delivery after an initial absence and you want them to deliver the order again, you must authorize the third delivery.
   

Incidents of Misdirection

1. If the issue is "Incorrect Routing," you must contact the customer to verify the postal code they entered in the order, as Tipsa is informing you that it is incorrect and therefore they cannot complete the delivery. Once you have the correct postal code, you must provide the following solution: "I authorize rerouting + full address (including the correct postal code)."
   
2. Rerouting can take up to 48 business hours to resolve, as the order label has to be reprinted and transferred to the corresponding agency in charge of delivery in the area.
   

Incidents: Delivery Delayed by the Recipient

1. Delivery delays caused by the recipient don't allow us to provide a solution because Tipsa has already arranged the delivery with the customer for a different day, and they automatically schedule the next delivery to return on the agreed date. In some cases, they inform the customer of the agreed-upon date, and in others, they don't. In any case, you can contact the customer to verify the information and let us know if you need us to take any further action.

Incidents: Incorrect address or Missing data FD

1. To resolve these types of issues, you should review the order details on Dropea (since that's the information the shipping company has) and then contact the customer to verify the address and identify the error or missing information. Sometimes Tipsa indicates the missing information within the issue report, and sometimes it doesn't, so in either case, you'll need to contact the customer to verify the information. Once you have the correct or missing information, resolve the issue by providing the complete address (including postal code and city) and the new, coordinated delivery date.
2. The best course of action in these cases is to ask the customer to share their address for double-checking. If necessary, you can share it with the customer service team so they can forward it to the delivery company and ensure the order is delivered.

Incidents Waiting for Merchandise

1. This type of issue is an administrative procedure used by the shipping company when an order isn't dispatched within the first 24 hours. They use it to indicate that the order hasn't yet arrived at the destination agency (you can verify this by checking the order tracking), but it will be dispatched once it arrives. So, unless it's an order confirmed several days ago, you don't need to worry because these issues usually resolve themselves. We at Dropea check them every day, and if we need any action from you, we'll let you know.