Tips for managing incidents

Shipping services

Cut-off time for resolving incidents

1. 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.
   
2. All solutions submitted on Fridays after 5 p.m. will be processed by Tipsa on the following Monday and will be distributed starting Tuesday.
   
3. It is NOT possible to request that the order be put back into delivery on the same day the incident occurred.

Modification or cancellation of refund

1. If you need to modify or cancel a refund for an order that has already been 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 replace the label.
   

Size changes

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

Days and times of order delivery

1. Deliveries are only made Monday through Friday. Deliveries are not made on weekends or holidays.
2. Tipsa's delivery times are divided into two time slots: 10 a.m. to 2 p.m. (morning) and 4 p.m. to 7 p.m. (afternoon). Whenever you want to offer a shorter time slot, make sure it's at least two hours long. For example: 12 p.m. to 2 p.m.
   
3. If the incident indicates a distance of more than 15 km, you cannot request a specific time slot for delivery. In these cases, you must inform the customer that you will be there at some point during the agreed-upon day.
   
4. If the incident indicates less than 15 km, you can suggest a delivery time slot. Keep in mind that these time slots are merely a suggestion, but the reality is that they have their own organization by area and can't always meet your request.

Return an order to the warehouse

1. If you want an order with an incident to be returned to the warehouse because the customer rejected it, you must write "Return to origin" as the solution.
   

Order retention period

1. Tipsa only holds orders for 7 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.
   

Issue resolution style

1. Try to keep the solution specific and concise. For example: Due Tuesday, April 9, 10 a.m. to 2 p.m.
   
2. It is very important that the date of the new delivery is always indicated to avoid confusion.
   
3. Avoid generic solutions such as "deliver again," "deliver tomorrow," or "deliver on Monday."

Claims for incidents

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

RD Incidents (Collect at Delegation)

1. If the incident is a RD (Pick-up at Branch), it is advisable to verify the information with the customer. If the customer wants the order delivered to their home, please respond as follows: "Request home delivery on XX/XX" (XX/XX is the scheduled delivery day).
   

Example 🔽

1. Otherwise, confirm that the client will pick up at the branch.
   

Example 🔽

1. When Tipsa's tracking status indicates "Available," it means the order is already at the branch so the customer can pick it up.

NAM (No Merchandise Accepted) or DO (Return to Origin) incidents

1. If the order incident is a NAM (No Merchandise Accepted) or DO (Return to Origin), when providing the solution you should always include "I authorize delivery" and then the delivery date information.
   

Example 🔽

AS Incidents (Absent)

1. If the first order incident is an AS (No Show), Tipsa's internal protocol will require delivery again on the next business day. In the Incidents section, under the "Pending Resolution (1st No Show)" tab, you will find all incidents generated when an order was attempted to be delivered when the customer was absent for the first time. While resolving these incidents is not mandatory, we recommend that you be proactive and resolve them to improve your delivery rate.
   

1. If Tipsa has already completed the second delivery protocol after the first missed delivery and you want the order delivered again, you must authorize the third delivery.
   

MC Incidents (Poorly Channeled)

1. If the issue is MC (Misrouting), you must contact the customer to verify the postal code entered on the order, as Tipsa is informing you that it is incorrect and therefore cannot deliver. Once you have the correct postal code, you must provide the following solution: "I authorize rerouting + complete address (including the correct postal code)."
   
2. Rerouting orders may take up to 48 business hours to be resolved, as the order label must be reprinted and forwarded to the appropriate delivery agency in the area.
   

EAD Incidents (Delayed Delivery by the recipient)

1. EAD (Delayed Delivery by Recipient) incidents are difficult to resolve because Tipsa has already agreed to deliver the delivery with the customer for another day, and they automatically schedule the next delivery to return on the agreed day. In some cases, they provide the agreed day, while in other cases, they don't. In any case, what you can do is contact the customer to verify the information and let us know if you need us to handle anything.

FD Incidents (Missing Data)

1. To resolve FD (Missing Data) incidents, you must review the order information in Dropea (since that's the data Tipsa has) and then contact the customer to verify the address and determine what's missing. Sometimes Tipsa indicates the missing data within the incident, while other times it doesn't. In either case, you should contact the customer to verify the information. Once you have the missing data, resolve the incident by entering the full address (including zip code and city) and the new coordinated delivery date.
   

DI Incidents (Wrong Direction)

1. To resolve DI (Incorrect Address) incidents, you must review the order information in Dropea (since Tipsa has that information) and then contact the customer to verify the address. Once you have the correct information, resolve the incident by entering the correct and complete address (including postal code and city) and the new coordinated delivery date.
   
2. The best thing to do in these cases is to ask the customer to share their address for double verification. If necessary, you can share it with the customer service team so they can forward it to Tipsa and ensure the order is delivered.

FE Incidents (Lack of Expedition)

1. Missing shipment (MS) is an administrative measure used by Tipsa when an order isn't delivered within the first 24 hours. In most cases, they use it to indicate that the order hasn't yet arrived at the destination agency (you can verify this by accessing the order tracking), but when it arrives, it will be delivered. So, unless the order was confirmed several days ago, you shouldn't worry because they usually resolve themselves. At Dropea, we review missing shipments every day; if we need to manage anything from you, we'll let you know.
   

MCC Incidents (Misclassified)

1. Tipsa is simply reporting that the reason for the incident was incorrectly marked; you don't need to take any action. They usually place this after another incident to indicate that they misclassified the reason. It acts as a correction.