Courier collection follow-up SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Context

  • Step 1 - Add tags

  • Step 2 - Check the status of the existing location

  • How to cancel a collection
    How to Rebook a Collection

  • 
    

• 4. Review and Revision History

• 5. Attachments/Appendices

1. Purpose

This SOP covers the process for handling help log return tickets that transition into courier collection follow-up queries

2. Scope

This SOP does not apply to the following:

• In-store returns

3. Procedure

Context

When a customer logs a collection via the JD Sport Support team, the collection should take place in 1-5 business days. If the collection fails or we have passed the collection SLA, the customer may reach out for an update. We may need to rebook the collection and add the relevant tags to the ticket. 

Step 1 - Add Tags

1.1) When the customer reaches out with a courier collection follow-up query, the agent needs to ensure that they add the following tag to the ticket: Courier collect follow-up. No other properties should be changed at this point.

Step 2 - Check the Status of the existing collection. 

2.1) Check the collection tracking on M24 Logistics (OTD) to determine the reason the collection may have failed.

• If 1 – 2 attempts have been made, advise the customer that the courier will reattempt the collection on the following working day.

• If 3 failed attempts have been made or the collection has been cancelled, advise the customer that the collection will need to be rebooked, and proceed to Step 4.

2.2) If the collection failed due to the courier being unable to reach the customer (e.g., phone number not reachable),

• Confirm the customer’s correct contact number.

• Email the courier at bashcs@m24logistics.com to provide the updated or alternative contact number for the next collection attempt.

How to cancel a collection

3.1) Email M24 Logistics (OTD) at bashcs@m24logistics.com to request the cancellation of the booked collection.

• Include the collection reference number (starting with COL) in your email.

How to Rebook a Collection

4.1) If the collection needs to be rebooked, proceed to BashAdmin → Returns tab.

• Once all required information has been submitted, a new collection reference number will be generated to provide to the customer.
  
  

4.2 If you are unable to rebook the collection on BashAdmin, refer to the Manual Return Collection Booking SOP and follow the outlined process.

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.