Shipping, Labels & Packaging
- How do I update the customer with tracking information?
- How do I generate the shipping label (Air Waybill - AWB)?
- What if the tracking link shows 'Pending' but I have already handed over the package?
- Can I use shredded paper or loose fill as void filler?
- Are there restrictions on packaging material (e.g., plastics)?
- What are the mandatory packaging requirements?
Order Handling & SLA
- How do Krisflyer Miles redemption orders differ?
- Who determines the shipping fees charged to the customer?
- What if I suspect an order is fraudulent?
- What can I do to prepare for large order volume from a marketing campaign?
- What status should I set when I receive the AWB and tracking?
- What does the 'In Transit' status mean?
Delivery Issues & Exceptions
- If a package is returned to me due to an incomplete address, what is the next step?
- What is the process for a failed final delivery attempt?
- If the customer fails to pick up the item from the depot and it is returned to me, what should I do?
- If a customer's shipment is lost, what is my immediate responsibility?
- Can I contact the customer directly about a delivery issue?
- Who is responsible for filing a claim if the product is damaged by the courier?