RCLP
What is the difference between address notes and shipment notes?
Address notes are permanent, Shipment notes are temporary
What section of RCLP do you use to confirm how many shipments are in an order?
Order Details
What does UTL Mean?
Unable to locate
When investigating a contact, what is the first thing you need to identify?
Issue
Can we deliver inside mailboxes?
No
What part of the RCLP can we process refund and replacements?
Retail Workspace
What does UTA mean?
Unable to access
What mapping tool should we use when verifying the location of the customer?
Google maps
True or False: Once you have reviewed a policy, you don’t need to reference it again.
False
What does NSL means?
No Safe Location
What stations code/letter accepts redelivery requests?
Regular Amazon Delivery station / D
What section of RCLP do you use to view shipping scans for a shipment?
Internal Tracking Details
CX hasn’t received his package. CSA determines the driver successfully located the address, but was unable to access it.
Unable to Access (UTA)
What does BC means?
Business Closed
If the customer say that they want to add instructions to all future deliveries, what type of instructions should you add?
Address notes
What time can we file DSL Escalation forms?
8AM - 5PM
Carina’s package is marked as delivered, but she can’t find it anywhere! Driver delivered it correctly, what's the issue
Delivered, Not Received (DNR)
CX ordered a package that was supposed to arrive today. CSA finds it’s still in transit, but delayed.
Late, Not Lost
True or False: When required, customers complete escalation forms and send them to the CSA.
False
Give a criteria of a Safe location.
Out of public view
Safe from the weather
with a neighbor
ETC.
3 actions in in-transit package actions
Add delivery instructions, Stop and return, Reschedule redelivery
Main tool used in Recipient contacts?
RCLP
Which scan is this? The package has gone through the sorting process and is waiting for the driver to pick it up.
Ready for Departure
Which scan is this? The package is delayed by the delivery station. The package isn’t yet assigned to a new route.
Delayed at station
If a package isn’t found 24 hours after it’s marked as Missing, it will be marked as Lost by the station.
Lost