Clickpost has a dedicated platform to help you manage failed pick-up shipments[also termed as NPR: Non-picked-up Report] in the system. Failed Pick up correspond to cases where a delivery boy went for pick up of the shipment but could not pick up the shipment due to various reasons.
Managing NPR via Clickpost:
- Following is the screenshot of the default view when you visit the NPR Management section.
In order to access the NPR Management section, you need to follow the below steps.
Dashboard login>>Returns & Exchange>>NPR Management
Link - https://dashboard.clickpost.ai/returns/npr/cases
2. As a failed pickup happens during shipment pick up, Clickpost creates a new case for the shipment. All these cases are visible to you in the "New Cases" section. There are various filters provided to you on the screen like:
- Courier Partner
- NPR Bucket - Reason why a failed pick-up happened
- NPR Date: When the NPR / Failed delivery happened
- Customer Feedback Present: Under this section, you will be able to see if the feedback has been provided from the customer's end.
3. To take action on any particular shipment, click on the "view details" section. A detailed view of that shipment will open on the screen:
On the right, agents will see detailed tracking for the shipment journey; Any input provided by the customer for the shipment in Customer Feedback section, and any input provided by another agent will be visible under the Operational feedback section in the timeline.
On the left, you have various options available depending on the scenario while calling the customer.
- When the customer picked the call: Mark the case as customer picked the call: Yes, Enter any internal remark if any for future reference and Take an Action:
"Reattempt": If the customer wants the pick up to be attempted for the shipment
"Cancel Pick up request": If the enterprise wants to cancel the pickup request
"Already Picked": If the shipment has already been picked up
Only "Reattempt" and "Cancel Pick up request " instruction is passed to the courier partner with relevant information. [Phone number update, Reattempt date, Address change]
Once the data is shared with logistics partners, the shipment moves from the "Processed" to the "Mailed" section. Once the shipment is in the "Mailed" section, new instructions cannot be passed as the shipment's last instruction is acted upon by the logistics partner.
When a reattempt is done by the logistics partner on "Mailed" cases, the shipment will either get picked up or will have another failed pick up. If it is picked up successfully, the shipment will move from "Mailed" to "Closed" case. If another failed pick up happens on the shipment, it moves from "Mailed" to "New Cases" again for an agent to do another follow-up.
In case a customer has multiple shipments in failed pick up, all those shipments will be clubbed together in the detailed view and will appear together so that you can provide input for all those cases in a single go and customer is not annoyed of the repeated calls.
Under the feedback section, we will have an option through which we will get to know the team who has mentioned the comment. If any comment has been updated by the courier partner team then the same will reflect in the Shipment tracking section. If any comment or remarks has been added from the client's end then the same will reflect in the operational feedback and customer feedback section accordingly.
