If a customer is checking where their order is, and we have already raised a referral to DPD, please check the tracking scan & then follow the guidance from one of the options below.
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Looking for more info about DPD? Go to Carrier Overview article
We've not made a referral yet? Go to Delivery Query Guidelines – DPD UK article
Please note: The DPD SLA is 3 working days – this is the amount of time we need to allow them to respond to our initial referral email and does not include any bank holidays or weekends
Referral Replies for 'In Transit' Orders
If we have sent a referral reply for an In Transit order, please check the chain for any further information and a carrier response, then follow the below steps:
Scenario |
Action for advisors |
Chat Script |
Disposition to close the query |
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DPD have not responded to our referral and its not been 3 working days yet OR DPD have responded to let us know they’ve raised an investigation |
Let the customer know that DPD are investigating, and we’ll be back in touch as soon as we have an update (within 3 working days if DPD have responded and confirmed this within their reply) |
Carrier Referral – Carrier Reply |
Agent Desktop: |
DPD have not responded to our referral and 3 working days have passed |
Send another referral to DPD and ask for an update Let the customer know we’re looking into this with DPD |
We’re passing over to a specialist team |
Agent Desktop: |
DPD have responded to our referral and have advised next steps. |
Advise the customer the next steps / delivery timeframe DPD have provided. |
Please allow additional timeframe |
Agent Desktop: |
DPD have responded to our referral and are asking for a copy of the customers ID or for a signed denial letter |
Push back on DPD advising this is not our process and to complete the investigation Once you have sent your reply to DPD, let the customer know we are still looking into their order with the carrier |
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Agent Desktop: |
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DPD have responded to our referral but have not accepted liability or raised a claim for loss of parcel
For example: DPD have replied that the parcel is 'out for delivery' but haven't given a timeframe. |
Send another referral to DPD and ask for an update Let the customer know we are looking into this with the carrier |
We’re passing over to a specialist team |
Agent Desktop: |
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DPD have responded to our referral and have accepted liability / raised a claim for loss of parcel
|
Open up the customers tracking through the DPD tracking site and request an RTS – if this option isn’t available through the tracking site OR the customer is from Northern Ireland, you’ll need to request an RTS with DPD via email (all Northern Ireland RTS requests must be sent via email) |
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DPD have responded to our referral and have accepted liability / raised a claim for loss of parcel and you’ve sent the RTS |
Ask the customer if they would prefer a refund or replacement Ensure they confirm the address if they would like a replacement Request the refund / replacement using the LIT CAF reason code If the customer was charged delivery on the original order, ensure this is refunded Let customer know this has been requested. |
Refund / Replacement requested |
Agent Desktop: |
DPD have responded to our referral and have accepted liability / raised a claim for loss of parcel for a Rejected item |
Transfer to the Task Teams using the Rejected Return Queue template with reason Customer Dispute, in ACOS pages |
We’re passing over to a specialist team |
Agent Desktop: REF – Rejected Returns- Carrier at Fault Returns > I have a question about my return/refund > Rejected Returns > Carrier at fault |
Referral Replied for ‘Delivered’ order
Scenario |
Action for advisors |
Chat Script |
Disposition to close the query |
|
DPD have not responded to our referral and it hasn't been 3 working days yet OR DPD have responded to let us know they’ve raised an investigation |
Let the customer know that DPD are investigating, and we’ll be back in touch as soon as we have an update (within 3 working days if DPD have responded and confirmed this within their reply) |
Carrier Referral – Carrier Reply |
Agent Desktop: |
DPD have not responded to our referral and 3 working days have passed |
Send another referral to DPD and ask for an update Let the customer know we’re looking into this with DPD |
We’re passing over to a specialist team |
Agent Desktop: |
DPD have responded to our referral and are asking for a copy of the customers ID or for a signed denial letter |
Push back on DPD advising this is not our process and to complete the investigation
Once you have sent your reply to DPD, let the customer know we are still looking into their order with the carrier |
|
Agent Desktop: |
DPD have responded to our referral and have confirmed they’ve successfully delivered the parcel/Not accepted liability |
Let the customer know DPD have successfully delivered the parcel and that this is now their liability |
DPD - Delivered |
Agent Desktop: |
DPD have responded to our referral and have accepted liability / raised a claim for loss of parcel for a Rejected item |
Transfer to the Task Teams using the Rejected Return Queue template with reason Customer Dispute, in ACOS pages
|
We’re passing over to a specialist team |
Agent Desktop: Carrier at Fault |
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DPD have responded to our referral and have accepted liability / raised a claim for loss of parcel and you’ve sent the RTS
|
Ask the customer if they would prefer a refund or replacement Ensure they previously confirmed the delivery address if they would like a replacement. Request the refund / replacement using the LIT CAF reason code If the customer was charged delivery on the original order, ensure this is refunded Let customer know this has been requested.
|
Refund / Replacement requested
|
Agent Desktop: |
RTS Request
Scenario |
Action for advisors |
Chat Script |
Disposition to close the query |
Customer has requested an RTS but there’s a delivered scan |
It’s too late to request the RTS, so you will need to follow the ‘Delivered’ process |
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Customer has requested an RTS and there’s no delivered scan
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Advise customer we are going to pass their request to DPD and we should hear back within 3 working days – however RTS requests cannot be guaranteed Log into the DPD portal and request an RTS by using the RTS button under ‘Available Options’ – You’ll need to choose DN3 3FB as the return address and tick agree to delivery costs box If the portal is not available or the order is for Northern Ireland, you will need to send the RTS with DPD via email |
We're passing over to a specialist team
|
Agent Desktop: |
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