Eshopbox makes three attempts to deliver an order. However, there might be certain scenarios when discrepancies may arise in the delivery process, such as
The courier claimed a delivery attempt was made, but the customer denied it.
The failed delivery remark shared by the courier was incorrect.
To address such situations efficiently, we have established a fake delivery attempt policy.
In this article, you will learn
What is a fake delivery attempt?
How and when to report a fake delivery attempt?
How is a failed delivery attempt resolved?
What is a fake delivery attempt?
Fake delivery attempts happen when a courier falsely reports a non-delivery without even making an attempt to deliver the package. These deceitful practices can have a negative impact on the customer experience.
How to report a fake delivery attempt?
You can report a fake delivery attempt from your Eshopbox workspace on behalf of the customer. To do so, you need to follow the below-given steps:
Step 1: Log in to your workspace.
Step 2: From the header, navigate to Help > My Tickets.
Step 3: You will be redirected to the Tickets page. Click on Ask for Assistance.
Step 4: Select Shipping and Delivery> Report a fake delivery attempt.
Step 5: Enter the following details
Tracking ID: The unique order ID or Tracking ID assigned to the order.
Upload supporting evidence, such as a call recording or chat/email screenshot.
Mention the remark received from the customer (if any)
Additional remarks (if any)
Click on Submit. A ticket will be created. You can track the status of the ticket from the Tickets page.
Timeline to report a fake delivery attempt
A fake delivery attempt must be reported within 24 hours of the delivery attempt. If a fake delivery attempt is not recorded within 24 hours, the order will be marked as RTO by the courier due to no action being taken on it.
Resolving a reported fake delivery attempt
As soon as a courier marks the order as a failed delivery attempt, the customer is contacted for feedback on the undelivered order.
There is a two-way communication with the customer via email, SMS and WhatsApp wherein the customer is given the option to reschedule the delivery, return the order or report a fake attempt.
Note: You need to enable notifications for such cases from your customer portal. Learn here how to manage your customer notifications.
Once a fake delivery attempt is reported, the courier is informed to reattempt the delivery.
The courier partner shares the evidence for the delivery attempt made. This includes courier location coordinates and call logs with the customer.
If Eshopbox fails to provide you with the proof:
Eshopbox will reset the number of delivery attempts made for the order.
Eshopbox will waive the forward and return shipping charges. This is applicable only if the order is returned before three genuine attempts.
Based on the number of fake attempts in a particular area, that particular courier is penalized by being deprioritized in the courier assignment algorithm.
The attempt won’t be treated as fake delivery in case Eshopbox is able to provide you with:
The delivery location of the courier at the time of marking the order as failed delivery. This will ensure that the courier is at the customer's location only.
The call recording capturing the interaction with the customer stating their refusal to accept the delivery at that particular moment.
The call logs indicating that the courier attempted to reach out to the customer but, unfortunately, couldn't establish contact.