Robin's story

Robin's story

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  • Robin buys shoes online
  • I need a pair of pink shoes for my bestie's birthday bash!
  • Robin doesn't opt in for ATL
  • ATL
  • Meet James.He's a warehouse manager
  • Meet Sam, the picker
  • Meet David the packer
  • James books the pick up
  • She needs the shoes for an event, so she selects her preferred delivery date and time in the checkout. 
  • Meanwhile, Robin falls ill
  • I don't feel so good....
  • The shoes are expensive and she'll be at work anyway to receive it. 
  • Back at the warehouse...
  • James the warehouse manager groups Robin and Richelle's order together, and confirms the quotes so his team can start preparing the orders to be shipped.
  • The courier is on the way
  • Sam uses the pick list to select the items off the warehouse shelf
  • Meet Jordan the courier driver
  • Using the pack slip as a guide, David packs the right items for each order, into the right parcel type, along with the pack slip, and attaches the label
  • Jordan loads parcels into his courier van and sets off
  • The parcels ready to be picked up are put in the right spot in the warehouse for the courier driver to collect them.
  • Meet Andrew from Shippit Support
  • She decides to take sick leave. As she won't be at work, she updates her preference so her friend at work can receive the shoes for her
  • James prepares the manifest for the courier
  • The courier is on its way to pick up parcels along his route
  • Jordan the courier driver matches the manifest against the parcels he’s picking up
  • Jordan loads his courier van with all the parcels and sets off on his route
  • Andrew can see that Robin’s delivery instructions were changed after the courier was already booked, so he watches the order to make sure it gets delivered without a hitch.
  • Robin receives a notification 
  • YES! My shoes are coming soon! I'll take a quick napZzzz....
  • Jordan arrives at Robin's workplace
  • Sam picks Richelle's order and notice the shoes are damaged
  • Shoes are damaged
  • OMG it's the last pair!
  • Laura collects the parcel for Robin
  • I'll text Robin that her shoes have arrived safely.
  • Kelly contacts Richelle 
  • Richelle is happy to wait for her item to be back in stock
  • The courier is on the way
  • Her order is with the driver, likely to be delivered in 2-3 hours, with ATL. She can see this order is the 2 pairs of shoes. Confident that the delivery will be fine, Robin heads to bed for a nap.
  • Robin redirects the parcel 
  • Even though he can see on the label that ATL was previously not given, he has more recent info that ATL was granted so he leaves the parcel at reception.
  • Jordan arrives at Robin's house
  • There’s only 1 pair left for Richelle's order and Sam can see they’re not in good condition, so he flags this item and adds a note explaining why he didn’t pick it. He sets the damaged shoes aside in the exception area.
  • Jordan marks the order as delivered
  • Robin's friend Laura checks that the shoes have arrived and Robin sends a text message to her.
  • Robin opts in for ATL
  • Kelly in Support contacts Richelle and notifies her about the damaged pair of shoes. There’s no other item she wants in exchange so she is happy to wait for the item to come back in stock.
  • Robin rates the delivery
  • The courier is on its way to deliver parcels along his route
  • Robin received a reminder notification that her order will be delivered to her workplace today so she decides to redirect her parcel to her home
  • Jordan arrives at Robin’s home and rings her bell. Robin comes to the door and collects the parcel.
  • Jordan marks the order as delivered and heads off to his next drop off
  •  Decides to give ATL and arrange her friend at work to receive the parcel
  • Robin gives a rating of how satisfied she is with the delivery
  • Richelle shops online on her way to work
  • OMG! 50% off sale on these cute boots!I have to get them!
  • Richelle purchases boots on her mobile
  • SALE
  • Robin checks the invoice in her package
  • SAM picks Richelle's order 
  • James upgrades Richelle's order to Priority Service
  • As Richelle was browsing on her mobile, she found the pair of hiking boots she's always wanted on sale.
  • Richelle gets notified her order is coming today
  • Richelle quickly purchases the boots on sale using her phone while she sits on the train going to work.
  • James sees Richelle's boots are back in stock
  • Robin was super excited to open the package with her new shoes. She checks her invoice that everything was correct and the condition of her new shoes. 
  • Meet Jason the Priority Courier Driver
  • Jason arrives at Richelle's home
  • James notifies Sam that Richelle's boots are currently back in stock. He picks the boots off the warehouse shelf for David to pack.
  • James decides to upgrade Richelle's order to Priority Service since she has been waiting for the boots for over a week. James wants to provide the best customer service so that she will become a repeat customer
  • Richelle gets a notification text message that her shoes will be arriving within 3 hours. She tracks the delivery on her mobile so that she can make a quick stop to the supermarket and be back on time.
  • YES! My new boots are arriving today!
  • James manages the stock intake and sees Richelle's boots are now back in stock. He quickly prepares the packslip for Sam to pick the order.
  • Richelle's pack slip
  •  James hands over Richelle's package to Jason, the priority courier driver. Jason takes the single package and heads straight to Richelle's home.
  • Jason drops off the package to Richelle at her home and marks the delivery as complete.
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