If the customer is unavailable on the scheduled delivery date and the delivery cannot be completed, a re-delivery fee will apply.
Steps to follow:
1. Collect the customer's information and order number.
2. Advise the customer:
“We pay a premium to offer scheduled delivery services to our customers. In cases like this, there are two options:”
Option 1: Re-delivery
We can arrange a re-delivery of the item, but a fee must be paid before we can reschedule the delivery. More information will be provided by our back office, as this fee may sometimes be reduced.
Option 2: Cancellation and Return
A 15% fee will apply for canceling the order and returning the sofa.
If the caller chooses re-delivery:
Let them know that an invoice will be sent to the customer's email shortly. Once payment is received, we will proceed with re-delivery. The customer will then receive a follow-up email from our logistics team with the new delivery schedule.
If the customer chooses to cancel:
Inform them that their request will be forwarded to our manager. The manager will contact them directly with further instructions on how to return the sofa.