[SG/MY] Drop off/Pickup Timeline

Below shows the process flow once confirmation of drop off /pickup email has been sent out. 

Return Process Steps	Timeline	Action by CS
Step 1: Customer to drop off the item at respective point.	7 days upon email confirmation	Once the 7 days has passed, CS to check the return TID on the movement of the parcel, if; Drop off is successful (complete) >> 1. Wait for QC update from 3PL 2. Continue to put the ticket 'on hold' Drop off is unsuccessful (pending pickup) >> 1. Close the RMA after 14 days 2. Delete details on consolidated tracker 3. Send email to customer (Return/Refund:: Drop-off:: No Record)
Step 2: Awaiting QC update.	7 days after drop off due date	CS to check if items have been delivered to DC. However, CS will have to escalate to the relevant team for the below situation: 1. If item is in transit for more than 3 days and not delivered to DC; SG: Live Chat with SingPost via https://www.singpost.com/track-items/ MY: To be checked with shippercare_MY and include Susan Yeo, Stephanie Chan & TL.  2. If item has been delivered to DC, but no updates for more than 2 working days; SG: Escalate to Susan Yeo, Stephanie Chan & TL MY: To be checked with Susan Yeo, Stephanie Chan & TL
Step 3: Once QC remarks have been updated.	1 day upon receiving update from DC	Check the consolidated tracker daily on the QC remarks. QC Accepted: Proceed to authorize refund and send refund email. QC Rejected: CS to inform Ops team