{"id":48351,"date":"2025-01-08T10:41:53","date_gmt":"2025-01-08T03:41:53","guid":{"rendered":"https:\/\/everpro.id\/panduan\/?p=48351"},"modified":"2025-11-11T11:04:47","modified_gmt":"2025-11-11T04:04:47","slug":"alur-komplain","status":"publish","type":"post","link":"https:\/\/everpro.id\/panduan\/shipping\/alur-komplain\/","title":{"rendered":"Alur Komplain"},"content":{"rendered":"\r\n

1. Kendala Pick Up<\/h2>\r\n

Pada proses pick up, Penjual\/pengirim bisa saja mengalami kendala\/isu yang menyebabkan paket gagal di pick up (failed pick up). Kendala yang bisa terjadi pada proses pick up antara lain:<\/p>\r\n\r\n\r\n\r\n

    \r\n
  1. Belum di Pick Up Masih dalam SLA<\/strong>: Penjual\/pengirim request untuk segera pick up paket yang masih dalam SLA pick up<\/li>\r\n\r\n\r\n\r\n
  2. Long pick up 3PL<\/strong>: Paket sudah melebihi limit pick up time tapi belum di pick up oleh kurir<\/li>\r\n\r\n\r\n\r\n
  3. Gagal Pickup<\/strong>: Terdapat kendala gagal pick up dan masih dalam SLA pick up<\/li>\r\n\r\n\r\n\r\n
  4. Pick Up Scan Issue<\/strong>: Paket sudah dilakukan penjemputan oleh ekspedisi (layanan pick up) atau paket sudah di-drop ke gerai (layanan drop off), namun status tracking belum berubah\/seolah-olah paket belum dijemput\/di-drop.<\/li>\r\n<\/ol>\r\n\r\n\r\n\r\n

     <\/p>\r\n\r\n\r\n\r\n

    2. Apa yang harus dilakukan ketika Penjual\/pengirim mengalami kendala gagal pick up?<\/strong><\/h3>\r\n\r\n\r\n\r\n

    Apabila terjadi kendala saat proses pick up, Penjual\/pengirim bisa melakukan eskalasi melalui Dashboard Ticketing atau Tim CS Everpro.<\/p>\r\n

     <\/p>\r\n\r\n\r\n\r\n

    3. Eskalasi melalui Dashboard Pick Up<\/b><\/strong><\/h3>\r\n

    Penjual\/pengirim bisa melakukan eskalasi untuk kendalanya melalui Dashboard Pick Up <\/span>https:\/\/customer.everpro.id\/pickup-problem<\/span><\/a><\/p>\r\n

    Penjual\/pengirim bisa berkomunikasi secara langsung dengan tim ekspedisi dan saling memberikan instruksi atas kendala yang dilaporkan untuk menyelesaikan kendalanya.<\/span><\/p>\r\n

    Alur eskalasi melalui Dashboard Pick Up bisa dicek di Landing Page berikut <\/span>https:\/\/everpro.id\/panduan\/shipping\/memberikan-instruksi-untuk-order-dengan-kendala-pengiriman<\/span><\/a>

    <\/p>\r\n

    \"\"

    <\/p>\r\n

    \"\"

    \"\"

    <\/p>\r\n

    4. Eskalasi via CS Everpro<\/b><\/h3>\r\n

    Selain melalui Dashboard Pick Up, Penjual\/pengirim juga bisa melakukan eskalasi kendalanya melalui Tim CS Everpro. Penjual\/pengirim bisa melakukan eskalasi ke Tim CS Everpro melalui nomor WhatsApp Official Customer Support Everpro <\/span>https:\/\/wa.me\/6287716144758<\/span><\/a> . Untuk jam operasional dari Tim CS Everpro Senin-Minggu pukul 08.00 – 20.00 WIB. Pesan yang masuk di luar jam operasional Tim CS Everpro akan dibalas di keesokan harinya.

    <\/span><\/p>\r\n

    5. <\/span>Hal-hal yang perlu diperhatikan saat proses eskalasi:<\/b><\/h3>\r\n

    a. Memastikan alamat origin (pengirim) sudah lengkap dan detail<\/span><\/p>\r\n

      \r\n
    • \r\n
        \r\n
      • Nomor rumah dan nama jalan\/nama gang.\u00a0<\/span><\/li>\r\n
      • RT, RW, lingkungan, banjar.<\/span><\/li>\r\n
      • Patokan dan ciri-ciri rumah.<\/span><\/li>\r\n
      • Nomor Telepon yang aktif dan bisa dihubungi melalui WhatsApp untuk konfirmasi atau jika ada kendala.

        <\/span><\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n

        b. Foto paket yang sudah ready untuk di pick up<\/span><\/p>\r\n

        Berikut contoh foto paket yang sudah ready:<\/span><\/p>\r\n

        \"\"

        \"\"<\/p>\r\n

         <\/p>\r\n

        Berikut adalah beberapa tips untuk mengambil foto paket yang sudah siap untuk di pick up:<\/span><\/p>\r\n

          \r\n
        • Pencahayaan Baik<\/b>: Pastikan foto diambil dalam pencahayaan yang cukup, baik itu alami atau menggunakan lampu tambahan.<\/span><\/li>\r\n
        • Fokus pada Paket<\/b>: Pastikan paket terlihat jelas dan fokus dalam gambar. Hindari latar belakang yang mengganggu.<\/span><\/li>\r\n
        • Tampilkan Label<\/b>: Jika ada label pengiriman, pastikan itu terlihat dalam foto, tetapi pastikan informasi pribadi tidak terlihat.<\/span><\/li>\r\n
        • Ambil dari Beberapa Sudut<\/b>: Ambil foto dari berbagai sudut untuk memberikan gambaran lengkap tentang paket.<\/span><\/li>\r\n
        • Tata Letak Rapi<\/b>: Jika ada beberapa paket, tata letak dengan rapi.

          <\/span><\/li>\r\n<\/ul>\r\n

          c. Foto bukti serah terima paket (Bukti Hand Over)<\/span><\/p>\r\n

          Untuk kendala paket yang sudah dilakukan penjemputan oleh ekspedisi (layanan pick up) atau paket yang sudah di-drop ke gerai (layanan drop off), namun status tracking belum berubah\/seolah-olah paket belum dijemput\/di-drop (Pick Up Scan Issue), Penjual\/pengirim perlu menyiapkan bukti serah terima paket sebagai lampiran saat melakukan eskalasi.<\/span><\/p>\r\n

          Contoh bukti HO sebagai berikut:<\/span><\/p>\r\n

          \"\"<\/p>\r\n

            \r\n\r\n<\/ol>\r\n","protected":false},"excerpt":{"rendered":"

            1. Kendala Pick Up Pada proses pick up, Penjual\/pengirim bisa saja mengalami kendala\/isu yang menyebabkan paket gagal di pick up (failed pick up). Kendala yang bisa terjadi pada proses pick up antara lain:   2. Apa yang harus dilakukan ketika Penjual\/pengirim mengalami kendala gagal pick up? Apabila terjadi kendala saat proses pick up, Penjual\/pengirim bisa […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1636],"tags":[2233,2231],"class_list":["post-48351","post","type-post","status-publish","format-standard","hentry","category-shipping","tag-kendala-pick-up","tag-penjemputan-paket"],"acf":[],"yoast_head":"\nAlur Komplain - Pusat Bantuan Everpro<\/title>\n<meta name=\"description\" content=\"Pada tutorial ini anda akan mengetahui cara melakukan cek ongkos pengiriman pada dashboard Everpro.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/everpro.id\/panduan\/shipping\/alur-komplain\/\" \/>\n<meta property=\"og:locale\" content=\"id_ID\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Alur Komplain - 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