What if customer says that the ordered material is not reached but the tracking shows the material is delivered. What has gone wrong.

Question

Accepted Answer

Possible reasons for discrepancy between customer claim and tracking information.

Incorrect delivery address provided by the customer.
Package delivered to the wrong recipient.
Package stolen or misplaced after delivery.
Delivery status not updated accurately in the tracking system.
Customer mistakenly checked the wrong tracking number.
Delivery attempted but customer was not available to receive the package.

Accepted Answer

If customer says order has not reached but tracking shows delivered then carefully check the customer address and match it with the delivered address in tracking including zipcode. If it matches then advise customer to check with friends, family or neighborhood if they receive their order in absence of him.

Accepted Answer

Likely that seller is fraud and the shipping label is fake. Ask the buyer to open an INR case and M2M team will investigate into it. If seller does not submit legitimate proof of delivery within SMIR period buyer will be refunded from our end.

Accepted Answer

First empathize the customer and request to check one more time @ his end. Also collect the delivery receipt from courier partner and explain according to . For i.e, If the receipt say it's delivered and received by Mr.x tell to the customer mr.x has received the consignment

Accepted Answer

Apologize to the customer for the inconvenience caused. Assure the customer that you will escalate the case to the concerned department which handles shipping. They will review the case on priority and get back to you within 24-48 business hours with a proper resolution.

What if customer says that the ordered material is not reached but the tracking shows the material is delivered. What has gone wrong.

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