As we approach a busy festive season, we would like to reiterate some key guidelines to ensure efficient operations and seamless communication. Please review the following updates carefully:
1. Centralized Communication
All communication must be directed to imports@dtdcaustralia.com.au
- This inbox is monitored by multiple customer service agents to ensure timely responses.
- Please make sure every email includes this ID in the CC for faster resolutions.
2. Tracking Status Updates
To avoid unnecessary delays and improve response times for urgent queries:
- Check all tracking sites before emailing us about shipment status updates.
- We get a lot of emails every day, and many can be avoided if our agents take a quick look at the tracking sites first.
- Use the DTDC connote number to track shipments via the DTDC website. For other courier services, use the alternate reference numbers from the GOL system.
Important: Only send tracking emails after delivery timeframes have elapsed (allow 1-2 days for injection to courier after clearance, then add standard delivery timeframes).
Tracking Sites:
- DTDC Main Tracking: Track Your Shipment
- Couriers Please: Track Shipments
- Australia Post: Track Shipments
- Aramex: Track Shipments
3. Limit WhatsApp Communication
WhatsApp should be used strictly for escalation purposes only.
- For all other inquiries or updates, email imports@dtdcaustralia.com.au This allows our CS team to respond effectively and keep communication centralized.
4. Depot Pickup Protocols
Please do not direct customers to depots for parcel pickups without written confirmation from our Imports team.
- Customers must only be advised to pick up parcels if explicitly confirmed via email by the Imports team.
- Recent issues have arisen where customers were sent to depots unnecessarily, causing frustration.
Our CS team will always advise in writing if a parcel is ready for pickup from a specific depot. If you have not received any such confirmation from our CS team, then please do not send customers to any depot without our email confirmation.
5. CP Melbourne Scanning Delays
Due to the ongoing Black Friday, Cyber Monday, and Christmas festive season, CP Melbourne is experiencing scanning delays.
- To avoid delays, we recommend routing loads via Sydney Gateway until 1-2 weeks after Black Friday and Cyber Monday.
Published On– Dec 13, 2024
