Column 2
A sender needs help because a technical glitch on the website is preventing them from printing shipping labels for their new orders. What is the correct classification?
Pickup Requests – System Issues
(Technical issues preventing booking or label generation).
A parcel is past its scheduled ETA. Upon checking the tracking history, the last scan was at the delivery depot 3 business days ago (interstate shipment). How should this inquiry be logged?
Delivery Status – Off Schedule -
Delivery Depot (Past ETA, last scanned at delivery depot beyond 2BD interstate).
A driver attempted collection, but the customer did not have the goods ready. The customer is now calling to book another pickup attempt. Which options should be selected?
Pickup Requests – Rebook - Futile
(Driver attempted pickup, but no goods were ready).
A recipient wants to change a "Signature Required" parcel to "Authority to Leave" while the parcel is currently in transit. Which sub-category applies?
Delivery Preferences – ATL Given (Changing delivery instructions to Authority to Leave prior to delivery).
A customer goes to a local collection point to retrieve their parcel, but the shopkeeper informs them that the parcel isn't there. Which option should be selected?
Post-delivery Concerns – Not at Collection Point (Customer present at collection point, but item is missing).
A customer claims they never received their parcel, but GPS tracking confirms the driver delivered it to the correct location. The customer is requesting physical proof. Where does this fall?
Proof of Delivery – GPS validated (Customer claims non-delivery despite GPS/POD confirming correct location).
A package is delayed at the facility because it exceeds maximum weight limits and was transferred to Query Freight. What is the correct selection?
Query Freight – Oversize or Overweight (Parcels held/routed to QF for exceeding size/weight limits).
A customer calls to inquire about a package that has been in transit for 12 hours under a standard 24-hour delivery turnaround time. Which classification should be used?
Delivery Status – On Schedule (ETA inquiry within standard scheduled ETA timeframe).
An email is received containing a suspicious phishing link disguised as a promotional offer. How should this be categorized?
Other – Spam (Irrelevant or phishing emails).
A delivery failed because the package was addressed to a PO Box (an unserviceable location). Which sub-category best fits this scenario?
Attempted Delivery – Incorrect Address (Includes unserviceable locations like post offices/PO boxes).
A client contacts support disputing extra charges on their bill due to parcel dimensions measured at the depot versus their own measurements. What is the correct selection?
Billing Enquiries – CWC Dispute (Disputing cubic weight/dimension discrepancies).
A customer opens a delivered package and reports that 2 out of the 5 items they ordered are missing. Which option should be selected?
Post-delivery Concerns – Missing Item/s (Post-delivery report of incomplete items received).
A tracking number entered by a customer is completely unrecognized by the CouriersPlease system. Which category and sub-category apply?
Other – Invalid consignment (Tracking number or parcel unrecognized in CP system).
A driver marked a parcel as "Failed Delivery: Done" in error due to a mis-scan. The customer is asking for assistance with their POD. How should this be categorized?
Proof of Delivery – Driver Compliance (Mis-scanned POD issues caused by driver error).
A prospective business owner reaches out wanting to inquire about becoming a franchisee or contractor with CouriersPlease. Which option should be chosen?
Service information – Franchisee & Contractor (Inquiries regarding franchise or contractor partnerships).
A customer's package was severely damaged while inside the sorting depot facility, causing a delay. Which sub-category covers this issue?
Query Freight – Damaged (Parcels delayed/held in depot due to physical damage occurring inside the facility).