Next Gen - Delivery - Self-Serve Guidance

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Can I track the delivery status of my order?	How do I get a Proof of Delivery?
What will happen if there is no-one available when you attempt to deliver my parcel?	Will I receive a delivery note?
My order hasn't arrived	How can I tell who accepted our delivery?
My order/part of my order is missing	Link to Webshop Help Centre - Delivery

Back to Contents Additional Information Action to be taken Attention Return Use a macro Self-Serve

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Check List

To guide customer's to self-serve, you can follow the links below to see the supporting information on our Next Gen e-Commerce platform and FAQ.

This may differ depending on the customer, so always data cleanse before offering help to ensure you are not offering the wrong advice.

How to support, if the customer cannot perform the action themselves online, will be linked at the bottom of each section.

**Some features are still being built on the new e-commerce platform so there will be instances where you will need to guide the customer back to Webshop**

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'Can I track the delivery status of my order?' - Self-serve support

Please direct the customer back to the Webshop article.

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'How do I get a Proof of Delivery?' - Self-serve support

Please direct the customer back to the Webshop article.

** Please note that this facility is not available for customers whose deliveries are not made by our own Lyreco drivers.

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'What will happen if there is no-one available when you attempt to deliver my parcel?' - Self-serve support

When your delivery has been loaded onto one of our vans, you will receive an email to advise that your delivery is due that day. To ensure a seamless delivery process, it would be helpful if you're available to receive your items. If your plans change or you require an alternative delivery option, please reach out to our dedicated Customer Service Team. We're always here to assist and ensure your Lyreco experience is of the highest standard

In the event that you are unavailable during our initial delivery attempt, we will notify you via an automated email to inform you of the delivery attempt.

Typically, our driver will make a second delivery attempt on the next working day. If the second attempt is unsuccessful, our dedicated Customer Care team will reach out to you to arrange an alternative delivery date.

If you need to reschedule a delivery or have any specific requests, please don't hesitate to get in touch with us.

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How to support

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'Will I receive a delivery note?' - Self-serve support

In our ongoing commitment to environmental sustainability, Lyreco now provides electronic delivery notes.

Please direct the customer back to the Webshop article.

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How to support

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'My order hasn't arrived' - Self-serve support

Please direct the customer back to the Webshop article.

If you have items on backorder, rest assured that they will automatically be shipped as soon as they become available.

Please note that Direct Delivery items are despatched directly from the supplier and may take longer to reach you compared to our regularly stocked items.

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How to support

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'How can I tell who accepted our order?' - Self-serve support

Please direct the customer back to the Webshop article.

** Please note that this facility is not available for customers whose deliveries are not made by our own Lyreco drivers.

Return

Back to Contents

How to support

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'My order/part of my order is missing' - Self-serve support

Please direct the customer back to the Webshop article.

If your item(s) are not on back order or direct delivery, please reach out to our Customer Care team through one of the below channels and we will investigate this further for you:

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How to support

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