📢 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.

Important:

• You can resolve issues until 5:00 PM Spain . If you do so after that time and have scheduled delivery for the following day, unfortunately, the order will NOT be delivered.
• If an order is already confirmed or is in an issue and you need to change the refund , you must notify us so we can inform the delivery company (please note that you must coordinate the next delivery within at least 48 business hours to allow us time to process the label change).
• It's not possible to request a refund cancellation when resolving incidents . If you need to do so, please contact Customer Support so they can process it.
• It is not possible to indicate size changes in the resolution of incidents.
  
• 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 2 hours long.
  minimum. For example: 12 to 2 pm.
• 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 arriving at some point during the agreed-upon day.
• 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.
• Remember that Tipsa only holds orders for 7 consecutive days . If the order is not delivered within this time period, it may be returned to the warehouse once the deadline has passed.
• All solutions you provide on Fridays after 5 p.m. will be processed by Tipsa on the following Monday and will be distributed starting on Tuesday .
• Try to keep the solution specific and concise . For example: Due Tuesday, April 9, 10 a.m. to 2 p.m. (It's very important to always include the date to avoid confusion).
• If for any reason you cannot resolve the issue from the dropea panel , you can let us know and we will help you .
• Every time you need to make a claim or have us inform Tipsa about something, you must specify the dropea + tracking ID in the message (which you can copy directly from the panel).
• In the event of an RD ( Pick-up at Branch) incident , it is advisable to verify the information with the customer. If the customer wishes to have the order delivered to their home , please resolve the issue as follows: "Request home delivery on XX/XX" (XX/XX is the scheduled delivery date). Otherwise, confirm that they will pick up the order at the branch.
• In case the order incident is a NAM (Does Not Accept Merchandise) or DO (Return to Origin) , when providing the solution you must always put " I authorize delivery " and then the delivery date information.
• 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 (1 No Show)" tab, you will find all incidents generated when an order was attempted to be delivered when the customer was not present 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.
  
• If Tipsa has already completed the second delivery protocol after a first absence and you want the order to be delivered again, you must authorize the third delivery .
  
• In the event of a MC (Incorrectly Routed) incident , 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 the order. Once you have the correct postal code, you must provide the following solution : I authorize rerouting + complete address (including the correct postal code). Rerouting may take up to 48 business hours.
  to be resolved, since the order label must be reprinted and sent to the corresponding agency in charge of delivery in the area.
• EAD (Delayed Delivery by Recipient) type incidents do not allow for a solution because Tipsa has already agreed the delivery with the client for another day and then they auto-schedule the next delivery.
  to return on the agreed-upon date. In some cases, they provide the agreed-upon date, while in others, they don't. Either way, you can contact the client to verify the information and let us know if you need us to arrange anything.
• To resolve Missing Data (FD) 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. Once you have the missing information, resolve the incident by entering the full address (including zip code and city) and the new coordinated delivery date.
• Missing shipment (FS) is an administrative measure used by Tipsa when an order hasn't been delivered within the first 24 hours . In most cases, they use it to indicate that the order has n't yet arrived at the destination agency (you can verify this by accessing the order tracking). So, unless the order was confirmed several days ago, you shouldn't worry. At Dropea, we review missing shipments every day. If we need to manage anything from you, we'll let you know.