Delivery Failures

This happens if TRAX fails to deliver a card. For this case, CXS files a TRAX delivery failure ticket after confirming the new address. The procedures CMU takes for handling delivery failures should include:

  • Check the address where TRAX failed to deliver the card through the TRAX tracking-portal using the consignment number from the ticket created by the CXS.

  • If the address on the portal is different from the one in the ticket, tag the Card Management POC to initiate the reshipment.

  • If the address is same, tag the relevant CXS who made the ticket to provide an updated address so that the card can be reshipped.

Wrong Delivery

  • In this case of wrong delivery through TRAX, the ticket details will be shared with the Card Management POC who will raise the ticket with TRAX directly.

Address/Contact Update

  • Process tickets for any user address or contact updates. Unlike TCS, TRAX can accommodate address changes beyond the current city. Ensure that all relevant information is accurately recorded and updated.