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 is already prepared or is experiencing an incident, 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.
   

Incidents Collected at Delegation

1. In the event of a Pick-up at Branch issue, it is advisable to verify the information with the customer. If the customer wishes to have the order delivered to their home, please respond as follows: "Request home delivery on XX/XX" (XX/XX is the scheduled delivery date).
2. Otherwise, confirm that the client will pick up at the branch.
3. When the Tipsa tracking status indicates "Pending Tipsa pickup," it means the order is at the branch so the customer can pick it up.

Incidents: No Merchandise Accepted or Returned to Origin

1. If the order issue is a Merchandise Not Accepted or Return to Origin, when providing the solution, always include "I authorize delivery" followed by the delivery date information.
   
2. If the reason for the incident is that the customer wants to check the contents of the package before paying for it, this is NOT permitted, nor can you authorize it. If you do this and the customer subsequently rejects the order, you will be charged the cost of the product, as the supplier will not accept a return for a package that has been tampered with.

Incidents Absent

1. If the first order incident is a No Show, Tipsa will attempt delivery again the next business day, as per internal protocol. 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 not there 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.
2. 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.
   

Poorly Channeled Incidents

1. If the issue is due to incorrect routing, you must contact the customer to verify the postal code entered on the order. 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.
   

Incidents Delivery Delayed by the Recipient

1. Delivery Delayed by Recipient incidents don't allow for a solution 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.

Incidents Incorrect Address or Missing FD Data

1. To resolve these types of issues, you must review the order information in Dropea (since that's the information the shipping company has) and then contact the customer to verify the address and determine what the error is or what information is missing. Sometimes Tipsa indicates the missing information within the issue, while other times it doesn't, so in either case, you should contact the customer to verify the information. Once you have the correct or missing information, resolve the issue by entering the full 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 the delivery company and ensure the order is delivered.

Incidents Waiting for Merchandise

1. This type of incident is an administrative procedure used by the shipping company when an order isn't delivered 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 accessing the order tracking), but that it will be delivered when it arrives. So, unless the order was confirmed several days ago, don't worry, as most orders resolve themselves. At Dropea, we review them daily; if we need any assistance from you, we'll let you know.