Logistics Lifecycle and Problem Resolution

Definitions Ship Date: Date and time when order is shipped from our WH in Bangalore Delivery Date: Date and time when order is expected to be delivered to customer

Our Promise to our customers 24 hours shipping 3 days delivery from ship date for Bangalore when shipped by ML 5 days delivery from ship date for Delhi when shipped by ML 5-7 days delivery from ship date when shipped by our courier partners and ML – other locations

Our logistics Partners Myntra Logistics covering Blr, Delhi, Chennai, Pune,Hydrebad,Mumbai Bluedart AFL (FedEx) Quantium Overnight

Order Delivery Order picked up by logistics for delivery Scanned into carrier systems (upto 24hrs) Order reaches Delivery center at delivery location before 6am Order out for delivery same day, else next day Order Shipped from Myntra WH Confidence on delivery in 5-7 days Shipment tracking shows no delays (movements atleast every 24 hrs) Unlikely that delivery will happen in 5-7 days Last scan more than 24 hrs ago Delivered Delivery successful Not Delivered Courier delay, Lost, Address, Refusal, Not available, Out of delivery area, Not contactable Tracking code valid Picked by courier Tracking code invalid Not picked up by courier Reattempt Delivery OR RTO Order not in delivery center will not be delivered same day or next day Order at delivery center may be delivered same day Order not progressing will take 2-3 days to be delivered Customers in hostels tend not to be available – set expectations

What happens at WH when order is shipped? Destination pincode serviceability check done Shipping label generated by destination and courier/ML Orders bagged by courier/ML by pincode Orders picked by couriers/ML from WH Orders scanned into courier/ML network (systems) Orders move towards delivery location (each stage of move is scanned) Critical to successful delivery

Criteria for ontime delivery Shipped on time Picked by logistics partner on time Intra destination movement ontime (atleast every 24hrs) – no delays Customer address, phone and pincode correct Customer available physically and on phone For COD, customer has money available Tracking info updated on time to track movement

Tracking shipments/orders Courier Partner WebsiteLogin Id Passwor d AFL = Quantiumhttp:// Blue Darthttp:// BLR myntra1 234 Why do I get invalid tracking number? 1.Shipped but not handed over to logistics 2.Picked up by logistics but not scanned 3.Scanned but yet to replicate onto tracking website What do I do? – If issue exists >24hrs from ship date, raise SR for WH shipping issue – If issue exists <24hrs from ship date, set expectations with customer

Understanding movement of orders: Case 1 What do you see?

Understanding movement of orders: Case 1 contd… Did we meet our delivery promise? What problem would customer have if they tried to track order on 1 Feb? Order picked on 03 Feb and delivered on 07 Feb: Note movement was smooth with one delay on 5 th /6 th Feb

Case 1: Learnings Did we fulfil delivery promise? Where, if any, did delay happen? What, if any, is the problem? What expectations should we set of customer on 03 Feb if customer calls? Should we raise an SR?

Understanding movement of orders: Case 2 Order picked on 07 Feb and Out of Delivery Area on 9 Feb Date of checking status: 11 Feb 2012

Understanding movement of orders: Case 2 Is the problem with pincode or with courier?

Case 2: Learnings Did we fulfil delivery promise? What, if any, is the problem? What expectations should we set of customer on 08 Feb if customer calls? – Should we raise an SR? What expectations should we set of customer on 09 Feb if customer calls? – Should we raise an SR? What should we ask of the courier in the SR? What info should we include in SR?

Understanding movement of orders: Case 3 Order picked on 07 Feb and Incorrect Address on on 9 Feb Date of checking status: 11 Feb 2012

Understanding movement of orders: Case 3a Order picked on 06 Feb and Incorrect Address on on 8 Feb. Date of checking status: 11 Feb 2012

Case 3: Learnings Did we fulfil delivery promise? What, if any, is the problem? What should we validate if customer calls in on 09 Feb? What expectations should we set of customer on 09 Feb if customer calls? – Should we raise an SR? What should we ask of the courier in the SR? What info should we include in SR?

Understanding movement of orders: Case 4 Order picked on 06 Feb and Delay on 8 Feb. No progress thereafter. Date of checking status: 12 Feb 2012

Case 4: Learnings Did we fulfil delivery promise? What, if any, is the problem? What should we validate if customer calls in on or after 09 Feb? What expectations should we set of customer on or after 09 Feb if customer calls? – Should we raise an SR? What should we ask of the courier in the SR? What info should we include in SR?

Understanding movement of orders: Case 5 Order picked on 06 Feb and still not delivered. Last scan on 10 Feb Date of checking status: 12 Feb 2012

Understanding movement of orders: Case 5a Date of checking status: 12 Feb 2012 Order picked on 07 Feb and still not delivered. Last scan on 08 Feb

Case 5: Learnings Did we fulfil delivery promise? What, if any, is the problem? What should we validate if customer calls in on 09 Feb? What expectations should we set of customer on 09 Feb if customer calls? – Should we raise an SR? What should we ask of the courier in the SR? What info should we include in SR?

Key Take aways Validate ship date and pickup date Understand delivery progress from progressive scans Always validate address, pincode and landmark and main and alternate phone number Identify potential problems and if any raise SR When SR raised, ensure following are included in SR notes: – State address, pincode and landmark and main and alternate phone number – State courier delivery expectations – State customer expectations that have been set around delivery timelines (2-3 days) – State follow up from Myntra expectations in SR and with customer – Prioritize SR as per: Standard: P3 – 72 hrs Important: P12– 48 hrs Critical: P1– 24 hrs If shipment is not already in delivery location, we cannot deliver in 24 hrs

Knowledge Measure 1.What are the primary reasons for “tracking number invalid” when we track a shipment? 2.How often should a scan change happen? 3.What is the first thing we should look at when a customer calls with a delivery related enquiry/issue? And next? 4.When should we raise an SR 5.What info should we include in a delivery issue related SR? 6.How do we choose SR priority? 7.What tools should we use to validate pincode? 8.When is it possible to deliver same day? 9.What is a realistic expectation to set if the shipment has arrived at delivery hub/center? 10.What is a realistic expectation to set if the shipment has not yet arrived at delivery hub/center? Time: 10 minutes. Pass mark: 80%

Q & A