Undelivered showing as delivered

Associates to check:

-Check the order Id from the order history.

-Ask the partner to check if someone else in the family has received the order.

If the order is showing delivered and partner is denying that he or someone else from his family has not received the order then we will raise it by filling this form and keep a ticket pending for 24 hours

Do check this keep Response Sheet and update the pro accordingly.

For D2H and B2C orders :

B2C - The orders that partner places from their app ( UC Shop )
Note - We only cater to escalations that are raised within 7 days from date of delivery

Approver to check (UC POC):

Please find the SOP, which the PX team's approver will be following.

If any partner reaches out to us claiming that a product has not been delivered but it's showing as delivered in the system, the PX team's approver will follow the below-mentioned steps:

A. If the product fraud score of the partner is <50 and the order amount is <2k, then the PX team will proceed to refund the partner without any intervention from the Product Business team.

B. If the product fraud score of the partner is <50 and the order amount is >2k, then we will share these cases with the Product Business team. Their ETA for a response is 24 hours. If no reply is received from them within 24 hours, then the PX team will proceed with the order amount refund.

C. If the product fraud score is >=50 and any amount is involved, we will share these cases with the Product Business team. Their ETA for a response is 24 hours. If no reply is received from them within 24 hours, then the PX team will proceed with the order amount refund.

D. We'll be using dashboard/ Jarvis Query to check the product fraud score of the partner which works on the basis on L90days refunds partner has taken for the product. (Jarvis Query).

E. We'll be following this for both OTP and non OTP based logistic partners ( OTP based logistic partner can get OTP from their warehouse/thier company as well - validated from product bizz team)

Note: We will not process product refunds for orders delivered more than 6 months ago. Even in exceptional cases, we will not initiate refunds for such orders

Tagging: 3.3 pb - pre delivery Issues>> undelivered showing as delivered