Update delivery address/details SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Step 1 - Identify the courier

  • A - Ram

  • B - Bash Delivery

• 
  

1. Purpose

This SOP covers the address amendment process for deliveries. This includes the change of the address or recipient details.

2. Scope

This SOP covers the address amendment process for RAM and Bash Delivery. This process should not be followed for Click and Collect orders.

3. Procedure

Please note that delivery details can only be updated once the parcel has been handed over to the courier, if the parcel has not been handed over, advise the customer to reach out once their parcel is handed to the courier. 

We cannot update the delivery details for middle-mile shipments.

Step 1 - Identify the courier

1.1) Conduct a search using the relevant order number on BashAdmin - Order Search.

1.2) Expand the fulfilment/Logistics tab and identify the courier/s delivering the order. Follow the relevant courier process below. 

1.3) If multiple couriers are handling the parcel, and we do not have the option to change the delivery address for all the couriers involved, this needs to be explained to the customer. The customer will need to advise whether we should make the requested changes to the specific parcels whereby the change can be made, or should we leave the entire order as is. We are unable to make significant changes to the address when Bash Delivery is handling a parcel.

A - RAM

Step A1 - Bringing up the relevant parcel

A1.1) Log in to the RAM Internal Query manager using your unique login credentials.

A1.2) Once you have logged in, select the query manager option

A1.3) Enter the tracking/parcel number (AAAB) into the “search consignment” field.

A1.4) Once you have conducted a search on the parcel, you will need to select the type of amendment that is needed and take a note as to the adjustment being made.

A1.5) The shipment will populate, and you will have to confirm the type of amendment on the right side of the screen.

Step A2 - Change of address

NB. The changing of an address will cause a 1-day delay for the delivery to the new address. It is important to make the customer aware of this.

A2.1) If you selected the change address option, you should see a “customer type” field populate. Here will specify the type of address that the parcel is being rerouted to. Select the relevant option.

A2.2) Add the first line of the address into the address field. The full address should then populate. Confirm that all of the details are filled in and press Proceed.

A2.3) If the full address does not populate, you will need to select the “capture manually” option.

Step A3 -Amend contact details

A3.1) Select the “add special instructions” option

A3.2) Add in the updated contact details of the customer and press save.

B - Bash Delivery

B1) Advise the customer that address amendments are not possible for Bash Delivery once an order has been placed. We can only make an exception if the amendment is very small (house number) or if they would like to change the recipient details (name or phone number). If we are making an exception as mentioned above, share the relevant details with Bash Delivery by using the Bash Delivery Customer Request Freshservice Request.

B2) Refer to the Escalation Support SOP for further escalation details and steps. The SOP will cover the information that needs to be provided and how to handle feedback from the escalation team.

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.