How to Handle a Customer Who Changed Mind After Scheduling Pickup
🎯 Purpose:
To guide support and calling teams on how to respond professionally when a customer decides not to go ahead with the pickup after scheduling it.
🪜 Step-by-Step Response Process
🧏 Step 1: Acknowledge Their Decision
“No problem at all, we completely understand. You’re free to cancel at any time before pickup.”
Keep tone polite, friendly, and zero pressure.
🧠 Step 2: Try to Understand the Reason (Optional)
Ask politely (only if the user is comfortable):
“May I ask if there was any concern or reason behind the change of mind? We’d love to assist if anything was unclear.”
Common reasons & sample responses:
-
“Price is low” → Offer to match competing quote if available
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“Going to local shop” → Explain pickup convenience & safe payout
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“Need time” → Ask if they want to reschedule instead
📌 Do not force — only assist if they are still slightly interested.
📅 Step 3: Offer to Reschedule (If User Sounds Uncertain)
“Would you prefer rescheduling the pickup for another day instead? We can move it at your convenience.”
If yes, follow SOP: “How to Reschedule a Pickup (Customer Support)”
❌ Step 4: Mark Order as Cancelled (if user confirms)
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If pickup already assigned, inform the Operations team to cancel it
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If pickup is still pending, cancel from Admin Panel → Orders → Cancel
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Add note:
“Customer cancelled after scheduling. Reason: [price/other]”
💬 Sample WhatsApp/Call Message:
“Hi! As per our chat, we’ve cancelled your pickup request. You can place a new order anytime on our website or app. Thanks for checking out Cashkr!”
✅ Best Practices
|
✅ Do |
❌ Don’t |
|---|---|
|
Stay polite, respect decision |
Don’t guilt-trip or force sale |
|
Try to understand feedback |
Don’t ignore recurring objections |
|
Offer rescheduling where relevant |
Don’t forget to cancel pickup on backend |
|
Log cancellation reason in system |
Don’t leave order open if user has opted out |