Sometimes Yodel drivers can be mistaken when collecting parcels and the wrong items can be picked up for return to us. We do advise that customers returning empty kegs to us write YODEL as clearly as possible on the box(es) they are returning but sometimes things do get missed, either by the customer or the driver.

We do advise the following on our PerfectDraft Returns page, but we will always help as best we can:

In order to make sure the complaint is raised to the correct people and the situation is resolved as efficiently as possible, please ensure you follow the process below:

1. If they contact via LiveChat, obtain the tracking ID which was supposed to be for PerfectDraft collection, and assure them that you are now going to pass this over to the right team, and they will reach back out to the customer with the relevant next steps.
2. Tag the ticket with Ret_Incorrect_Collection, ensure the ticket is still set as open, this will add the ticket to a ****specific view set up to see any open contact with this tag on named “Admin to Action - Incorrect Collections”
3. We then need to reply to the customer and assure them that they will raise an investigation immediately to try and isolate their return and get their goods back to them. The nature of this will differ depending on whether the item(s) have been marked as delivered back to us. It is also helpful to ask for a description of the box and the goods included. You are welcome to offer compensation in Beer Tokens for the error (only if this has been taken by the driver, not if the customer handed the parcel over). The Incorrect Collection canned response has the structured questions to ask that will need to be relayed to Strategic Support when/if raised so we need to send this through as next step regardless of delivery status in point 4, just in case the RTS does not work.
4. Check the delivery status of the parcel(s) on eRin. If the parcel is not yet marked as delivered, select ‘Stop Delivery’ and comment ‘RTS’ then raise a query and advise Yodel that the parcel(s) needs returning to sender immediately. Be sure to provide the correct customer's address as Yodel may assume that Beer Hawk is the sender. Even if the parcel is not back with us yet, it is best to also complete step 3 just in case Yodel do not respond in time.
5. If the parcel has been marked as delivered, you can check this sheet to see if Goods In have picked this up, if it is on the form from a previous day this will have been sent back to Yodel as a none Beer Hawk item, if it is not on the list, we can reach out to Goods In (Ellis Rowley-Coates) with the tracking ID/date of delivery scan/contents so they can look for it. Sheet here - https://beerhawk.sharepoint.com/:x:/g/EWgJ3-ZAyGZClFiT5vxunFMBtUVElGmVQ0vSBkASM1HuVQ?e=4%3AhcVwLS&at=9
6. If Goods In are unable to locate the parcel then you will need to contact [email protected] and advise them that our warehouse team have confirmed that they have not received the parcel and that Yodel need to conduct a base search for the item and resolve the situation with the customer.
7. When contacting Strategic Support Team they will require a set of information, so check the ticket and see what can already be answered, then send through the remaining (if not all of the following questions);

• How did the customer get to the conclusion that the goods were collected by a Yodel driver.
• Was the parcel handed over to the driver in error or was it taken by the driver in error without the customer's approval.
• If the goods were not handed to the driver, is there footage of the parcel being taken by the driver or a witness of this happened. If yes, please provide the evidence if this.
• A description of the packaging as well as the contents of the parcel that was taken in error.
• Customer's full name, address and contact details which usually included a contact number and email address.
• Was there a collection that was meant to be picked up by the driver or was it taken without any collection details. (provide the tracking number if a collection was required)
• If a collection was required. Does the customer still have the goods which was meant to be collected, were they returned with the incorrect parcel, were they collected after the incorrect order was collected on the same tracking number or was a new collection arranged for the parcel that was meant to be collected?

1. ENSURE THAT YOU KEEP THE CUSTOMER INFORMED FOLLOWING THIS. This is likely to be causing the customer some anxiety so please be as open and honest as you can.