Logistics_Shop Page and Phone Order

Maryam Qureshi Updated by Maryam Qureshi Permissioned article This article is internal and cannot be seen by public viewers.

US Mobile sells Androids and iPhones on the Shop Page. The protocol for both types of phones is different. We take extra caution when approving iPhone orders because Fraud Risk can be very high.

Phone orders have a pending charge on them where if the phone order is cancelled, the pending charge drops off and reflects back in the bank account of the customer.

For both type of phone orders, we always check if the credit card used by the customer has the same Card Holder's name and Delivery Recipient's name and if they have used the credit card to make previous purchases as well.

The Logistics team always captures the funds after the phone is shipped out.
Please reach out to the Logistics Team if you have any questions or confusions!

Shop Page

Androids:

Currently, we have NUU Phones, Moto E and Palm Phone on our Shop Page.

Android phones are approved if the Signifyd Score is more than 300. As it can be seen below:

Signifyd Score

If the Signifyd Summary mentions the word "Fraud", the order is cancelled. As it can be seen below:

Fraudulent Order

iPhones:

Currently, our Shop Page has Apple iPhone SE, Apple iPhone XR, Apple iPhone 11, Apple iPhone 12 Mini, and Apple iPhone 12.

iPhone orders are approved by verifying Authorization Code and confirming the order/quantity from the customer via email.

Phone Order

Order Tracking

We’re now showing shipment/delivery information we get from couriers on individual order pages in Admin Portal
This delivery info will be shown for orders that are actually shipped to our customers.

  • “Shipping Address”: this is the address the order is being shipped to.
  • “Status”: this is the exact shipment status info we get from our partner couriers.
  • The time written in this section is in the shipment’s local time (not necessarily in ET time zone)
  • “Shipped On”: ship date. It’s in Eastern Time zone (ET).
  • “Estimated Delivery On”: expected delivery date. It’s in Eastern Time zone (ET).
  • “Delivered On”: date that the order was delivered. It’s in Eastern Time zone (ET).
  • “Shipment Type”: shipment option the order was delivered by (shows the courier’s name too)
  • “Tracking”: tracking number. This number is also clickable, which leads the user to the courier’s tracking page upon clicking.

If a shipment is not recorded, the section will say “No Delivery Information” but will still give the “Shipping Address”.

For orders related to phones, Logistics Team sends three types of emails. We ask for:

  1. Authorization Code - Verification if the customer is legit. We ask for a 6-digit Authorization Code which their bank/CC company can provide them with. Authorization code is a means of verifying that the order was placed by the customer and are the rightful owner of the card used to make the purchase.
  2. Order/Qty Confirmation - To Verify if the order was indeed placed by them.
  3. Shipping Address Verification
  4. Phone returns
  5. Phone Cancellation Request
Auth Code and Phone returns cases should be dealt on EMAILS. If the customer reaches out on chat with the code, ask them to reply to the email also. For Phone returns, ask for their email and EMAIL them the RMA form.

Authorization Code

The authorization code is generated on both ends at the time of the transaction. The authorization code helps us in verifying a major purchase such as that of the mobile device and helps to prevent cybercrimes. Customers are requested to double-check the authorization code from their bank and verify it with us.

Authorization code is always requested from a new customer. As it can be seen below, the first 'unknown' order is of an iPhone. In rare cases, when a customer cannot provide an authorization code even after trying from their bank, the logistics team asks for a screenshot of the purchase from their bank account and then approves if it seems valid.

If the customer fails to provide the authorization code, the order is cancelled.
CASE 1: Customer provided Auth Code
  1. Reply to them by thanking them for providing the Auth Code and that the team will reach out to them with an update on their order status at their earliest. Keep a neutral tone.
  2. Mention the Auth Code on Comments and tag Zurayz, Mehvish & Hassan Riaz & Maryam Qureshi
  3. Add Logistics Tag.

Example: Customer provided Auth code and confirmed order

CASE 2: Customer does not provide Auth Code
  1. Let them know that asking for the Authorization code is a mandatory protocol we follow to safeguard both, the company and the customer. Let them know we might have to cancel their order if they’re unable to provide the said code.
    Use canned response: "Customer does not provide Auth Code"
  2. Mention Zurayz, Mehvish, Hassan Riaz & Maryam Qureshi in comments alongside a summary of the case.
  3. Add Logistics Tag.

Example: Customer not providing Auth code

CASE 3: Customer Genuinely tried to get the code
  1. If the customer has gone back and forth with the bank and is still unable to get the auth code please let the customer know that you’ve escalated the query to the logistics department and we’ll get back to them with an update shortly.
  2. Mention Zurayz, Mehvish, Hassan Riaz & Maryam Qureshi in comments alongside a summary of the case.
  3. Add Logistics Tag.

Example: Customer Genuinely tried but couldn’t provide Auth Code - We still sent them the phone.

Order/Qty Confirmation for iPhone Orders

The logistics team always sends an email asking for confirmation of an iPhone order/quantity for an existing customer. If the customer confirms that indeed they had placed the order, the order is approved:

  1. Thank the customer for confirming the order.
  2. Mention  Zurayz, Mehvish, Hassan Riaz & Maryam Qureshi in comments alongside a summary of the case.
  3. Add Logistics Tag.

Shipping Address Verification

CASE 1: We asked for address confirmation
  1. Thank the customer for confirming their address.
  2. Mention  Zurayz, Mehvish, Hassan Riaz & Maryam Qureshi in comments alongside a summary of the case and updated address
  3. Add Logistics Tag.
CASE 2: Customer reaches out to us to update/change shipping address
  1. Thank the customer for reaching out to us.
  2. Mention  Zurayz, Mehvish, Hassan Riaz & Maryam Qureshi in comments alongside a summary and updated Address.
  3. Add Logistics Tag.

Phone Cancellation Request

Case 1: Order not Shipped yet and customer wants to cancel
  1. Thank the customer for reaching out to us.
  2. Mention Zurayz, Mehvish, Hassan Riaz & Maryam Qureshi in comments alongside a summary. Gchat them also.
  3. File a Phone Cancellation Form in Pipefy
  4. Add tag Logistics & E_Request_Phone Order.
Case 2: customer wonders why phone order was cancelled (iPhone Order Cancellation)
The Logistics team cancels an iPhone order if the Signifyd Score is less than 500 and/or the word Fraud is mentioned in the Signifyd summary details. As it can be seen below:
iPhone cancellation

Unfortunately, your order was cancelled because it was not approved by our compliance department. We suggest you order directly from an Apple Store, Amazon or even Best Buy!

Please reach out to the Logistics Team if you have any questions or concerns!
Please be very cautious with phone orders.

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