The missions of the after-sales service are defined with each customer according to his needs. The graduation of typical interventions is as follows:
- All packages whose carrier tracking status does not change will be searched and called to the receiver and/or carrier for correction
- All parcels pending in a relay point and not claimed after 4 days are called to the recipient
- The after-sales service carries out the necessary actions to unblock problematic deliveries: wrong address, missing door code, wrong mobile number (no SMS notification), relay point too far or closed, etc...
- The after-sales service follows up on the returns
- It manages investigations, disputes and refunds. When a status is outstanding and the after-sales service is unable to reach the recipient, an initial request for information is sent to the carriers. If there is no satisfactory response, an inquiry is initiated. If this is unsuccessful, a dispute is opened and a letter is sent requesting reimbursement for the value of the lost packages. The management of disputes is carried out once a week (on Wednesdays) by one of the operators.
The service action can be coded according to the customer's reporting needs.