Petco Order and Order Tracking Procedure

Purpose

Enable customers to check order status, track shipments, and resolve common order issues through voice interaction.

Scope

This procedure covers order lookups, tracking information, delivery updates, and basic order modifications for Petco customers.

Prerequisites

Customer phone number or email on file
Order number (if available)
Access to order management system
Integration with shipping carriers

Procedure Steps

1. Verify Customer Identity

Request phone number or email address
Confirm name matches account
If multiple accounts exist, ask for order number or recent purchase date

2. Locate Order

If customer has order number:

Ask for the order number
Retrieve order details from system
Confirm order items and date

If customer does not have order number:

Ask for approximate order date
Request product name or category
Search recent orders on account
Read back order details for confirmation

3. Provide Order Status

Order Placed:

Confirm order received
Provide estimated processing time (24-48 hours)
Mention payment authorization status

Processing:

Explain order is being prepared
Provide estimated ship date
Offer to send tracking number when available

Shipped:

Read tracking number
State carrier name
Provide estimated delivery date
Offer to send tracking link via SMS or email

Out for Delivery:

Confirm delivery expected today
Provide delivery window if available
Mention any special delivery instructions on file

Delivered:

State delivery date and time
Ask if customer received package
If not received, initiate missing package protocol

4. Handle Common Issues

Order Not Showing:

Verify email or phone number
Check if order placed as guest
Search by payment method last four digits
Escalate to agent if still not found

Tracking Not Updating:

Explain carrier scan delays (24-48 hours normal)
Confirm last known location
Provide carrier customer service number
Offer to investigate if over 48 hours since last scan

Delayed Delivery:

Check current estimated delivery date
Compare to original estimate
Explain reason if available (weather, carrier delays)
Offer refund or replacement options if significantly delayed

Wrong Item Received:

Confirm items ordered vs items received
Initiate return process
Arrange replacement shipment
Provide return label via email

Missing Items:

Review order contents
Check if multiple packages expected
Look up additional tracking numbers
Issue refund or replacement for confirmed missing items

5. Order Modifications

Cancel Order:

Check order status
If not shipped, process cancellation
Confirm refund timeline (3-5 business days)
If shipped, explain return process instead

Change Address:

Check if order shipped
If not shipped, update address in system
If shipped, attempt carrier intercept
Explain success depends on carrier and timing

Add Items:

Explain separate order required
Offer to help place new order
Mention potential for combined shipping refund if applicable

6. Close Interaction

Summarize actions taken
Confirm customer satisfied
Offer to send summary via SMS or email
Ask if customer needs help with anything else

Escalation Triggers

Transfer to live agent when:

Order total exceeds $500
Customer requests supervisor
System shows payment fraud flag
Multiple failed delivery attempts
Customer reports damaged goods requiring photo documentation
Return window expired but customer wants exception
Prescription or regulated product issues

Key Information to Collect

Order number
Customer name
Phone number or email
Issue description
Desired resolution

Follow-Up Actions

Send tracking link via preferred channel
Create ticket for warehouse investigation
Schedule callback if issue requires time to resolve
Flag account for special handling if needed

Quality Standards

Verify customer identity before sharing order details
Speak clearly when providing tracking numbers
Set accurate expectations for resolution timeframes
Show empathy for delivery issues
Offer proactive solutions

Success Metrics

First contact resolution rate
Average handle time under 4 minutes
Customer satisfaction score above 4.5/5
Escalation rate below 15%
Accuracy of information provided

Order Cancellation Process for Petco Customers