ORDER STATUS
Order cancel request sent to GERP. Refunded if capture was done. Request Completed
CANCELLED
Who is DPD?
Responsible for all deliveries for standard delivery modes which means that no appointment with the customer is needed for delivery. Customers do always have to sign for acceptance.
Nil pick cancellation scenarios are the ones when the products are not in stock to deliver and the order needs to be cancelled
Return Order status is stuck, what will be your action?
Pass on to L1
Order is invalid if no delivery mode assigned, addresses are missing, or negative price on entry or order
CHECKED_INVALID
Who is Panther?
Responsible for all deliveries for non-standard delivery modes which means an appointment with the customer for delivery needs to be made
Return to sender happens when?
Return to sender happens when the product is not delivered to the customer and is to be returned to the W/H
Recovery of the traded device after return, what will be your advice to the customer?
Customer is advised to contact MTR
Order delivered to customer. Order has SO,DO,Billing No.,Billing Date. Consignment and Order process in SUCCESS state CREATED Temporary order is converted to real order
COMPLETED
How to track an order using the website?
Cancellation is allowed from my account till the order is in?
Prepare for dispatched status.
Refund Delay/ Amount is not refunded, where to raise it?
Logistics If the order status is
Waiting_for_return
RETURN_REQUESTED
Order has left the warehouse with SO and DO,Tracking ID/Billing NO
SHIPPED
What time is the cut-off of the next-day delivery?
6:30 is the cut off time for next day delivery
We can cancel the Samsung Care+ when?
The orders are not shipped
If the product is damaged upon delivery customer must inform us?
Within 72 hours.
Order in warehouse with SO and DO
SHIPPING_PREPARATION
Who is Expert Logistics
They are responsible for all deliveries with premium installation included
In exceptional cases, the orders can be cancelled by?
Cancelling the DO and by reversing the status
If the product is faulty, the customer can return it within?
30 days but faulty product must offered repair first