Unfortunately, due to a number of factors, Yodel's collection service can repeatedly fail to pick up a parcel from a customer. Where around 14% of collections currently fail, a small number of these fail repeatedly. We have a sub set of customers that need additional support to get their kegs collected from their home address.

Make sure all tickets regarding this are tagged with KR_Collection_Fail_Yodel

If the customer does not provide any tracking details, we need to actively look for it through the customers postcode and start creating a timeline on the ticket through the summary (which is visible to the customer) in the format below:

The last thing we want is for them to continue booking and failing to collect so there are 4 processes we can follow:

• First Escalation - for up to 3 failed collections
• Standard Yodel Escalation - For 4 or more failed collections
• Returns Partner Referral
• Last Resort - Alternate Courier

For Express Credit, there is a slightly different process which is being planned & developed here.

Express credits, for 1-3 failed collections please make the booking for the collection yourself in eRIN. If the customer has been credited for the failed collection, please let a Keg Returns Agent know. Please also do not reset the customer account, we will capture this on the return when it comes back to the warehouse.