If a customer have ordered charging cards and not received them, proceed with the following steps:

1. Confirm with the customer that the correct address is filled in under the Manage agreements tab.
2. Ask if they have ordered one or multiple cards. If they only have ordered one, escalate directly to Back-office. 
3. If they have ordered multiple cards and the delivery should be done via UPS, check for the UPS tracking number in the database (Not available for now?) to see the delivery status.
4. Notify the customer about the tracking number so they can, based on the status, track the parcel or contact UPS.

If non of the steps above give the right information and the problem consists, escalation should be done by assign to the Back Office Team for Scania Charging Acess (TRATON)

Please note that Scania Charging Access (SCA) is a same as Traton. To escalte the ticket to Scania Charging Access (TRATON) you need to use this filter in Zendesk: 

Digital Services: Charging Services 
Charging Services Subservice: Scania Charging Access.