TABLE OF CONTENTS

Definition:

This guide helps CX agents respond to customers who wish to delay their delivery. To avoid confusion and ensure timely fulfillment, we require customers to provide a clear, confirmed delivery date—not a range—so we can plan accordingly.

Customers may occasionally request a delivery delay by providing a general timeframe (e.g., “March 20–30” or “next week”). However, for effective coordination with the Order Management (OM) team, we require a confirmed, specific date on which the customer will be available to receive the package.

Step-by-Step Process

1. Acknowledge & Verify the Request

Upon receiving the delivery postponement request, the CX agent must:

Acknowledge the request within 24 hours
Verify the order details (order number, item, shipping address, etc.)

2. Request a Specific Delivery Date

Contact the customer and politely request a specific date for the item to be shipped (not a range) for when they are available to receive the package.

Example: “We’re happy to assist with rescheduling. Could you please confirm your desired ship date from our warehouse so we can update the order?”

3. Set Expectations

Inform the customer of our standard delivery timelines:

Once we initiate shipment, packages typically leave our warehouse within 2–3 business days, and delivery via FedEx usually takes 2–5 days depending on location.

• This helps the customer select a reasonable delivery date for planning.

4. Escalate to the OPS Team

Once the customer confirms a specific delivery date, escalate the request to the OPS team for scheduling. Please follow the appropriate process based on the order status: Information to Include in the Escalation: