Internal Escalation (Delivery)

Nature of Inquiry	Escalation Type	Action by CS	Side Convo/Internal Note	PIC				TAT (working days)
				DOJO	SNS	ZNV	UF
Delivery	(a) Failed/delayed Delivery & missing item (b) Order still processing (With 3PL - delivery date not met)	1. CS to send a side convo to the 3PL and to check the status 2. Respond to customer once CS receives confirmation from 3PL	Email Subject: Delayed/Failed Delivery - <OrderID> Hi Susan, Customer claims that her order is failed/delayed. Kindly advise on the status. Order info is as below: TID: XXXX  Thank you.	Susan Yeo: [e-mail] Stephanie Chan: [e-mail]   Hani: [e-mail] CS: Yourself				1-2 days
	Change of address	1. CS to send a side convo to NV 2. Respond to customer once confirmation is received.	Email Subject: Change of Address <Order ID> Hi Team, Customer would like to make changes towards her shipping address as her existing address is incorrect. Below is the correct address provided: <Name> <Address> <Mobile No> Order: #XXXX TID: XXX Kindly update once this is done. Thank you.	SG Brands: [e-mail] MY Brands: [e-mail] DOJO: [e-mail] Susan Yeo: [e-mail]   Stephanie Chan: [e-mail]  Hani: [e-mail] CS: Yourself	SG Brands: [e-mail] MY Brands: [e-mail] Susan Yeo: [e-mail]   Stephanie Chan: [e-mail]  Hani: [e-mail] CS: Yourself	Susan Yeo: [e-mail]   Stephanie Chan: [e-mail]  Hani: [e-mail] CS: Yourself	UF Team: [e-mail] [e-mail] [e-mail] [e-mail] Clarissa: [e-mail] Hani: [e-mail] CS: Yourself	1-2 days
	Re-delivery	1. CS to send an internal note to Clarissa and obtain approval to re-deliver.	Hi Clarissa, Customer requested for a re-delivery of her order XXX. Possible if we could make the arrangement? Please advise. Thanks!	Susan Yeo: [e-mail] Stephanie Chan: [e-mail] Hani: [e-mail]				1-2 days
	Re-delivery payment	1. CS to send a side convo to FIN and attach the payment receipt.	Hi all,   Customer has paid for the reshipping fee on the order below:   Order ID: XXX Shipping fee: $4.99 Kindly refer to the attachment.   Thank you.	SG [e-mail]  [e-mail] [e-mail] MY [e-mail] [e-mail] [e-mail] Susan Yeo: [e-mail]   Stephanie Chan: [e-mail]   Hani: [e-mail]				1-2 days