Important Information

• Portal link: http://omniparcel.com/tracking
• Seko Ticket Tracker Monday Board - https://eshoppinggroup.monday.com/boards/3525159165
  
  
• Different log ins for Perth and Sydney
•     Perth: [email protected].au
•     Sydney: [email protected]
  
  
• eShopping Group Account Number - Perth: 1498693
  
  

Please see attached documents for more information if required

Seko Logistics Help Page: https://www.sekologistics.com/au/welcome-to-seko-pack/

Navigating OmniParcel

1. Tracking & History is where we will get all our information
   
   
2. Use customer's name to search - we are working on getting Shopify order numbers integrated as well
   
   
3. Link to tracking number and the courier service that is being used for delivery
   
   
4. Can see any updates on the order here as well as the date and time of delivery
   
   
5. This is the DEAR order number, this can be used as a unique identifier if searching by name fails

Raising a Query with Seko

Reasons to Lodge a Ticket

• Update on orders                          [Update request]  
  • Delays / missing parcels 
• Delivery dispute                            [Delivery dispute] 
  • Parcel delivered but the customer indicates not received
• Request to change an address.     [Change of address request] 
• Request to stop / RTS a parcel.     [RTS Request]

Email Subject Requirements

Email subject should read as below:

    [Issue/Service] – Tracking Number [XXX1234567]– ORIGIN to DESTINATION Country 

            If it is a domestic order please put as AU domestic

For example:    

• Update request XXX1234567 - AU to NZ 
• Delivery dispute XXX1234567 - AU to US 
• RTS request XXX1234567 – AU domestic 
• Change of address request XXX1234567 – AU to NZ 
• Domestic Express – 13513XXXXX – POD request 
• RETURN XXX1234567 - Update request

Levels of Escalation

1. First Level
   All queries to be sent to [email protected] as a child ticket by the following:
   1.  Click the PARENT CHILD dropdown on the left hand of the ticket (underneath ticket properties) 
   2. Select "Create a child ticket"
      
       
   3. Change the contact to the Seko customer service email address and the Subject to the relevant issue
   4. Add canned response "SDR - Seko Delivery Request" and fill out the requested information
   5. Add information to Monday Board
       
2. Second Level
   For any queries that have been sent to the above email address but have not been actioned to the level expected (ticket open for more than 14 days, final resolution not satisfactory), escalations should be sent through to the CX Manager: Pascaline Bizien ([email protected]).
    
3. Final Level
   Any escalations that have not been resolved using the above methods should be sent through to your SEKO Account Manager.

Canned Response

SDR - Seko Delivery Request

Hi Seko Support, 

Please action request on [[Issue type]]

Tracking number: 

Customer name: 

Destination: 

Courier: 

Thank you for your assistance.