Complete guide to automated and manual customer communications throughout the delivery and returns process, including tracking updates and on-hold order management.

Quick Links

• Communication Timeline
• Delivery Communications
• On-Hold Order Communications
• Returns Communications
• Tracking Link and Customer Options

Communication Timeline

Customers receive automated notifications at key stages throughout their order journey, with additional manual outreach for orders requiring intervention.

Automated Notification Triggers

• Order is at depot: first communication of the order with tracking link and expected delivery window
• Order out for delivery: Real-time notification when courier begins delivery route
• Delivery failed: Immediate alert with next steps and tracking information
• Order delivered successfully: Confirmation notification with delivery details
• Order on hold: Status update with resolution options
• Return order placed: Confirmation of return collection booking
• Return out for collection: Notification when courier en route for pickup
• Return collection failed: Alert with rescheduling information

Delivery Communications

Standard delivery communications keep customers informed throughout the delivery process.

Successful Delivery Flow

1. Out for delivery: Customer receives notification with estimated delivery window
2. Delivery confirmation: Success notification with delivery timestamp

Failed Delivery Communication

1. First attempt failure: Automatic notification explaining redispatch for next day
2. Second attempt failure: On-hold notification with manual communication to follow
3. Third attempt failure: Final notification of return to origin process

On-Hold Order Communications

When orders cannot be delivered, we proactively contact customers through multiple channels to resolve delivery issues.

Communication Process

1. WhatsApp outreach: Initial contact via registered WhatsApp number
2. 48-hour response window: Customer has 48 hours to respond via WhatsApp
3. Phone follow-up: Direct call if no WhatsApp response received
4. Client notification: Update to client if customer remains unresponsive
5. Return processing: Order returned to origin if all attempts fail

On-Hold Communication Scenarios

Incomplete Address Issues

• Communication trigger: Order marked on-hold due to incomplete or incorrect address
• WhatsApp message: Request for customer to update address via tracking link
• Resolution options: Address correction through tracking link or WhatsApp conversation
• Follow-up: Phone call if no response within 48 hours

Two Failed Delivery Attempts

• Communication trigger: Order has been attempted twice unsuccessfully
• WhatsApp message: Confirmation request for customer availability for final attempt
• Timeline confirmation: Customer confirms preferred time for third delivery attempt
• Final attempt scheduling: Delivery rescheduled based on customer availability

Customer-Requested Cancellation During Delivery

• Communication trigger: Customer asks driver to cancel order during delivery attempt
• WhatsApp verification: Confirm whether customer wants to cancel or reattempt delivery
• Options provided: Final cancellation confirmation or delivery rescheduling
• Processing decision: Order cancelled or reattempted based on customer response

Response Timeline and Escalation

• WhatsApp response window: 48 hours for delivery issues, 24 hours for returns
• Phone call escalation: Direct call made if no WhatsApp response
• Client communication: Update sent to client if customer remains unresponsive
• Final processing: Order cancelled or returned based on situation

Returns Communications

Return collection communications ensure successful pickup and processing of customer returns.

Standard Returns Flow

1. Return booking confirmation: Customer receives collection booking confirmation
2. Collection notification: Alert when courier is en route for pickup
3. Collection success: Confirmation of successful return pickup

Failed Return Collection Communications

Customer Cancellation During Collection

• WhatsApp verification: Confirm cancellation request authenticity
• 24-hour response window: Customer has 24 hours to confirm via WhatsApp
• Phone follow-up: Direct call if no response received
• Decision outcomes: Return cancelled, confirmed for cancellation, or rescheduled

Failed Collection Attempts

• First failure: Automatic rescheduling notification
• Second failure: WhatsApp contact to confirm reattempt preference
• Third failure: Final cancellation notification after confirmed third attempt

Tracking Link and Customer Options

The tracking link provides customers with real-time order information and self-service options for order management.

Tracking Link Features

• Real-time status: Current order status and location updates
• Delivery timeline: Expected delivery window and any delays
• Contact the driver: Phone number of driver
• Update of address: Update of the the address up until the order is out for delivery
• Delivery preference: Choose to let the driver leave the order at the door (if not COD)
• Contact customer support: Access to customer support channels

Customer Self-Service Options

• Address updates: Modify delivery address for orders not yet dispatched
• Leave at door: Update delivery instructions or preferences

Allowed Changes by Customers

• Before dispatch: Address changes, delivery instructions, contact information
• During delivery: Limited to leave-at-door option
• After failed attempt: Address corrections, availability updates, and rescheduling requests

Result: This comprehensive communication system ensures customers stay informed throughout their order journey while providing multiple touchpoints for issue resolution.