Stuck orders SOP

Customer Collection Appears Stuck  SOPTable of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Context

  • Step 1 - Track the parcel

  • A - Stuck order - Not yet shipped

  • B -  Stuck order - Handed over (tracking available directly with the courier)

1. Purpose

This SOP covers the process for orders that appear to be stuck pre- or post-shipping

2. Scope

This SOP applies to: 

• Items/ parcels not handed over to couriers in SLA 

• Parcels not delivered in SLA/ stuck in the network/ no tracking updates

3. Procedure

Context

In certain instances, a parcel may be stuck at a certain point in the shipping process. Depending on the order/tracking status at the point of the parcel getting stuck, different actions/escalations are required. More often than not, these shipments would need to be refunded. Always follow the SOP from “Step 1 - Track the parcel” in order to ensure that you are following the correct process. 

Step 1 - Track the parcel

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

If the item is being delivered to a PUP (pick up point), follow the Customer Collection Appears Stuck  SOP.

If the parcel is being delivered directly to the customer, proceed to the next step

1.2) Check the “Tracking Number” column and view the tracking history in the Logistics section. You can also use the tracking number to track the order on the relevant courier tracking platform - Ram, Bash Delivery. 

• If the parcel has been stuck on a specific pre-shipping status, proceed to step A. 

• If the parcel has been handed over to the courier and shipped, but the parcel is out of SLA, proceed to step B.

A - Stuck order - Not yet shipped 

A1) Not in Sales Order 

A1.1) If the shipment appears stuck before being handed over or there is a banner that states "Not in Sales Order", escalate the issue with Order Management by using the “Order or order items status stuck / needs updating” Freshservice Request.”

A1.2) 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.

A2) Stuck in “Awaiting Picking”

A2.1) If an item/order remains stuck in “Awaiting Picking” for 3 or more working days, escalate the issue with Order Management by using the “Order or order items status stuck / needs updating” Freshservice Request.”

A2.2) 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.

A3) Stuck in “Accepted” status

A3.1) If the shipment is stuck in accepted (+3 days) or accepted and shows as cancelled on the courier tracking, check where the parcel is being fulfilled from:

• If the parcel is fulfilled from a store, escalate to SC Store Ops by using the Parcel stuck in Accepted status Freshservice Request

• If the parcel is fulfilled from a Warehouse (Riverfields), escalate to SC Warehouse Ops by using the Warehouse parcel not handed over (out of SLA) Freshservice Request.
  
  

A3.2) 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.

A3.3) When a refund is necessary, they will initiate the refund. We can confirm that a refund will be issued and will reflect in 5-7 business days. 

B -  Stuck order - Handed over (tracking available directly with the courier)

B1) Parcels with courier but not delivered in SLA 

B1.1) Escalate the query with Supply Chain Ops by using the Delivery out of SLA / not delivered Freshservice Request.

B1.2) 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.