Fulfillment Channel
What is the meaning for OOCS ?
Out of country seller
Sold, fulfilled and delivered by seller
What is F2P, and when we will use it ?
F2P is (Fulfill to Promise) and we will use this tool to understand and communicate the order’s status with the customer.
What is the (FRD) meaning and timing ?
Free Replacement Date.
As system shown.
What is the VC Meaning ?
Virtual Cards :
Vodafone Cash
Etisalat Cash
What is the shipping fees per shipment for Same Day Delivery ?
35 EGP
If a customer cancels an item after placing an order that qualifies for free shipping, will the customer pay the shipping fee?
Yes, if the order total becomes less than 200 EGP.
Ahmed claimed as he received his Temper Proof order but not what he ordered, What is the right action you will follow?
No, We will transfer the call to CAP team.
Customer can use Credit/Debit Card or Installments with COD to place a new order?
No, The COD option will be not available on this order.
Do Marketplace seller items qualify for FREE Shipping?
No, FREE Shipping does not apply on MFN orders.
Ahmed has contacted the Customer service to ask about if he need to place an order for heavy and bulky item what is the shipping fees he will pay, He need his order as Same Day Delivery ?
26 EGP
Om Mahmoud ordered a next day delivery shipment and have not yet received her shipment (EDD/GDD has passed, tracking does not say it is delivered, the shipment is still within the FRD) .
What is the correct actions ?
If the EDD was missed, and the Customer has paid for the shipping fees, issue a refund for the shipping fees.
And ask Mahmoud Mother's to wait the FRD.
Mai contacting us to ask about her Tax invoice for SSA order, What is the right Answer?
She will get her Invoice within 5 business days from placing the order
She will get her Invoice within 2 business days
She will get her Invoice within 5 business days after she receive her order.
For SSA Orders: The tax invoice is available directly on our app/website 5 business days after the delivery date.
You received a call from a customer inquiring about an order they placed with a value exceeding 200 EGP, which still incurred shipping fees. In your opinion, what could be the reason for these charges?
One of the products the customer added to their cart is not eligible for free shipping because it is sold by a third-party seller. Items from third-party sellers are not eligible for free shipping, even if their total value exceeds 200 EGP.
Hossam has reached out to inquire about placing an order for delivery to multiple addresses. The total value of his order is less than 200 EGP. In this case, would Hossam be required to pay two separate shipping fees to facilitate delivery to the multiple addresses?"
No, Hossam will only be charged one shipping fee for the entire order, even though it is delivered to multiple addresses.
Jhon called us to claim that his order is DNR what is the steps you will follow in this case?
(Just Delivered Today)
1-Escalate to Delivery Station (Delivery station form)
2-If the DSL team rescued the shipment and it was delivered successfully, and the customer insists that they haven't received the shipment, process a refund or replacement after FRD
3-After the FRD has passed offer refund or replacement to the customer.
What is the steps to can get the Payment Decline on AC3 ?
-Find More
-A payment or Charge
-Select the relevant match card
-Select the Transaction history button
-Select Declined one
When you using the F2P tool and see that ( No data available under “Solution” tab Gray Label) then the order cannot be fulfilled and is stuck.
What is the solution in this case.
Apologize to the customer and help them cancel the order.
If the customer enters the incorrect OTP, the payment will be Soft Decline ?
No, It will be Hard Decline