How to escalate a failed pickup (ghost/no-show)?
🎯 Purpose:
To properly escalate and resolve cases where a pickup was scheduled but the vendor did not show up or failed without valid reason.
🚨 Definition of Ghost/No-Show Pickup:
Pickup slot is confirmed but:
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Vendor did not attempt pickup
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Vendor did not call the customer
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Customer waited but no one came
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No valid status update in system
🪜 Step-by-Step Escalation Process
🧭 Step 1: Confirm No Attempt Was Made
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Check Admin Panel → Order Logs
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Look for any vendor action (call, reschedule, failure, etc.)
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Check if vendor called (cross-check with operator if needed)
📸 Step 2: Ask Customer for Confirmation (if needed)
Use message like:
“We’re really sorry for the trouble. Just to confirm — no one from our pickup team visited or contacted you?”
Keep screenshot or note in CX Genie ticket.
🚩 Step 3: Escalate to Ops Manager / Vendor Head
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Go to: cx.cashkr.com
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Click: Create Ticket
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Title: “Vendor No-Show - Order ID [####]”
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Mention:
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Order ID
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Vendor Name
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Pickup Slot
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Customer feedback
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System logs (no activity)
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🔍 Step 4: Internal Action Options
Based on severity or repeat behavior:
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✅ Vendor Fine (e.g., 10–20 credit deduction)
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⏸️ Hold vendor temporarily (set Max Lead Count = 0)
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❌ Terminate vendor for repeated offenses
Escalation decisions are made by Ops Manager or Vendor Head.
📩 Step 5: Reschedule Pickup for Customer
“We’ve escalated this and are assigning a new pickup partner. Your order will be rescheduled shortly.”
Update the reschedule via Admin Panel and notify the customer via WhatsApp/SMS.
✅ Best Practices
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Do |
Don’t |
|---|---|
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Log all no-show cases in CX Genie |
Don’t close the case without action |
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Check logs before escalating |
Don’t rely only on vendor’s word |
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Notify customer of next steps |
Don’t ignore repeat vendors |