Mariecris Cavida
$6/hr
Customer Support Specialist | E-commerce & Back-Office Expert
- Reply rate:
- -
- Availability:
- Hourly ($/hour)
- Age:
- 37 years old
- Location:
- Gapan, Nueva Ecija, Philippines
- Experience:
- 9 years
SOP I've created
Department
: Operations
Sub Department: Customer Service
Process with LOCAD
Doc No.
SOP Title
Owner
Validated by
Approver
:
Effectivity Date : June 30, 2025
: Mariecris Cavida
:
:
: Delivery Follow-up and POD Request
Date Initiated
04/08/2025
Version History
Author Name
Description of Change
Date
V1 (First Version)
Mariecris Cavida
New
05/02/2025
V1.1
Mariecris Cavida
1. Updated the SLA
05/29/2025
I. Meeting Logs
Meeting Agenda
Date and Time
Initial Alignment
04/08/2025
Created swimlane diagram, SLA, and RACI matrix
05/02/2025
Reviewed SOP
05/09/2025
Finalized SOP
II. Main Details
Title
Description
SCOPE (What
for)
To discuss and outline the process for submitting a ticket via OMS when requesting a
delivery follow-up and Proof of Delivery (POD) from the Locad team. By streamlining
this workflow, customer service can expedite the resolution of delivery concerns,
reduce delays in investigating missing or undelivered orders, and enhance overall
customer satisfaction.
RESPONSIBLE
(RACI —
Responsible
Accountable
Task/s
Responsible
Accountable
Consulted
Informed
Does the work to
complete the task
Delegates work and is
last one to review the
Provides insights / inputs
/ comments
Must be aware of the
project's progress
Title
Description
Consulted
Informed)
task/sign off that it has
been completed
Receive the
customer's
inquiry and
collect all
necessary
details for the
request with
LOCAD
CS Agent/CS
PIC
CS PIC
Shift Lead, CS
Manager
CCM Head
Raise
complete
information
with the
Etaily-locad
Slack group
and monitor
the request
for updates.
CS PIC
CS Shift Lead
CS Manager
CCM Head,
LOCAD
Raise the
delivery
follow-up and
proof of
delivery
request to
Last Mile and
provide the
update from
Last Mile to
CS.
LOCAD
LOCAD
LOCAD
CS PIC
Provide info
provided by
LOCAD to CS
CS PIC
CS Shift Lead
CS Manager
CCM Head,
LOCAD
Provide an
update to the
customer
CS Agent/CS
PIC
CS PIC
Shift Lead, CS
Manager
CCM Head
Title
Description
Conduct
quarterly
checks/monit
oring to see if
process
improvement
is needed.
DEFINITIONS
List down all
acronyms used
in the SOP
Shift
Leads/CS
Manager
1.
2.
3.
4.
5.
6.
7.
CS - Customer Service
PIC - Person in Charge
Slack - A cloud-based team communication platform
Last Mile - Third-party logistics
OMS - Order Management System
POD - Proof of Delivery
TN/Tracking Number – A unique code used to monitor a package’s shipment
from sender to recipient.
8. Shopify - A cloud-based e-commerce platform that lets users create and
manage their online stores
9. Delivery Followup - These are undelivered orders, delivery delays, or tracking
shipments with no movement, and addressing delivery address concerns
with the Locad team.
Reference Links
Description
Etaily-locad slack
A dedicated Slack channel for Locad’s internal team,
focused on logistics, warehousing, and supply chain
management, ensuring effective coordination and
collaboration on updates and concerns.
LOCAD
An e-commerce fulfillment app that efficiently manages
logistics processes.
Shopify
A cloud-based e-commerce platform that allows
individuals and businesses to create and manage their
online stores.
III. Detailed Process Flow
#
Process
PiC
Reference
1
Locate the order in Shopify and gather the following details:
a. Order number and LOCAD order ID
b. Tracking number
c. Delivery status
d. Issue or reason for the request
CS Agent
Shopify
2
Log in to the customer support email account:
a. Open Gmail
b. Use the customer support credentials stored in Bitwarden
CS PIC
Gmail
3
Access the LOCAD login page:
a. Paste the LOCAD login URL into the browser’s address bar
and press Enter.
CS PIC
LOCAD
CS PIC
LOCAD
CS PIC
LOCAD
Sign in to LOCAD:
a. On the LOCAD login page, click "Continue with Google."
b. Select or log into the customer support Google account
when prompted.
4
5
Once logged in, go to 'Account Settings' by selecting the brand name
in the lower left part of the homepage. Select the brand, then click
the ‘check’ button.
#
Process
PiC
Reference
6
Select the 'Support' button located in the lower right corner of the
homepage.
CS PIC
LOCAD
7
A pop-up window will appear on the right side of the homepage.
Click the ‘Submit a Ticket’ button.
CS PIC
LOCAD
CS PIC
LOCAD
Complete the necessary information. Before submitting, ensure all
information has been reviewed:
a.
b.
c.
d.
8
Name of the requester
Country: Philippines
Order number / ASN (Locad ON)
Query Type: You may choose the following option:
i. For Delivery Follow-up: I need help with an order in
transit
ii. For Proof of Delivery Request: I have an issue with a
delivered order
e. Subject
i. Order ID | LOCAD Order ID | Nature of Request
(Ex. Order number/Locad OID | POD Request)
f. Additional Information
i. TN
ii. Status
iii. Issue/Request Details
Sample:
TN:-
Status: Delivered to NENING HOUSEMAID/BOY on 02/18/2025.
Issue Details: POD Request - Customer mentioned that they did not
receive the order
9
Upon submission of your ticket, a confirmation email containing
your ticket number will be sent to our email,- Keep
this number, as you'll need it to submit your request via the locad
CS PIC
Slack channel.
GMail
#
Process
PiC
Reference
10
Open the Slack app and select the etaily-locad channel.
CS PIC
Etaily-locad
slack
CS PIC
Etaily-locad
slack
CS PIC
GMail,
Etaily-locad
slack
When submitting your concern, ensure to include the ticket number
and tag the following members of the Locad team: PIC names
11
12
Sample template:
a. Ticket no:
b. Concern: Delivery Follow-up / POD Request
c. Order and ASN (Locad no.)
d. Tracking number
e. Issue or status of the shipment
f. Shipping address and contact number (these details can be
found in their Shopify order)
Monitor your request by searching for the LOCAD ticket number or
Order number through customer support email or the etaily-locad
Slack channel.
Service Level Agreement (SLA)
CS
SLA
Raise the ticket to LOCAD once the customer
inquiry is received
24 hours
LOCAD
SLA
Provide an update regarding the Delivery
Follow-up
48 hours
Provide an update on the proof of delivery
request, including orders that have been
tagged as delivered but not received by the
customer.
7 working days
Any urgent concern that requires immediate
response
24 hours
CS PICs
Brand
PIC
LEVI’S
NBA/SHARED
Reminders:
1. Regularly monitor updates on the submitted ticket through customer support email and
the Etaily-Locad Slack channel.
2. Verify all orders and shipping details to ensure accurate information has been forwarded
to the last-mile team.
3. Follow up with the last-mile team if no updates are received. Keep in mind that the
estimated processing time for Proof of Delivery (POD) is 7 working days. If no POD
within SLA, Etaily will proceed with claims.
4. For orders tagged as delivered but not received by the customer, LOCAD and LBC have
an internal SLA of 30 working days to investigate orders. On Etaily's side, we'll use the
POD request SLA, which is 7 working days.
Created by
Name:
Signature:
Mariecris Cavida
Validated by
Approved by
