How to Explain Rejection Reason When Pickup Was Failed

To help support teams clearly communicate to customers why their pickup request was marked as “failed” and what can be done next, if anything.

🪜 Step-by-Step Process

Pickup can be marked failed due to:

Vendor-Initiated Reason	Operation/Customer Reason
Device locked or not accessible	Customer asked to cancel
No valid ID proof	Area not serviceable
Stolen device suspected	Customer unresponsive
Incomplete documentation	Pickup rescheduled by customer

Check the failure reason in the Admin Panel under that order before replying.

Be polite and clear. Examples:

Device Locked / iCloud Enabled:

“Your device couldn’t be picked up because it had security locks like iCloud/Find My iPhone enabled. We need this disabled for sale to go through.”
No ID Proof Provided:

“Our partner was unable to proceed as the required ID proof was not provided. We accept Aadhar, PAN, or Driving License.”
Customer Asked to Cancel:

“As per your request, your pickup was marked as cancelled. Let us know if you’d like to place a new order anytime.”
Area Not Serviceable:

“Unfortunately, pickups in your area are temporarily unavailable due to low vendor coverage. We’ll notify you once it’s active again.”
Stolen/Suspicious Device (internally flagged):

⚠️ DO NOT directly say “stolen” — instead, say:

“The order could not be completed due to documentation issues. We will not be able to proceed with this device.”

If pickup can be rescheduled:

“Would you like us to reschedule the pickup? We’ll ensure proper follow-up this time.”

If permanently rejected:

“We regret that this order cannot be completed due to policy restrictions.”

Log response in internal system:

“Explained failure reason to customer – [brief summary] – user [agreed/refused] to continue.”

✅ Do	❌ Don’t
Always check reason first	Don’t guess or give wrong explanation
Use simple, respectful tone	Don’t sound accusatory
Offer help if reschedulable	Don’t ignore follow-up option