How to handle a delayed pickup complaint?
🎯 Purpose
To respond professionally to customers complaining about delay in pickup and ensure issue is either resolved or escalated.
📍 When does this apply?
Customer says things like:
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“Nobody came to pick up my phone.”
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“It’s been hours, where is the pickup guy?”
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“I booked a slot but no one showed up.”
🪜 Step-by-Step Response Flow
🗣️ Step 1: Acknowledge and Empathize
“I truly understand your concern. I’m sorry the pickup didn’t happen as expected.”
🔍 Step 2: Check Order Status in Admin Panel
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Look for:
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Scheduled time
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Vendor assigned or not
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Order marked “Out of Time” or “No Action”
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Any previous failure/reschedule status
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☎️ Step 3: Call Assigned Vendor
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Ask if they:
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Tried calling the customer
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Are facing location/device issues
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Need a reschedule
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If vendor is not reachable, escalate internally to ops/vendor team.
💬 Step 4: Inform Customer Accordingly
✅ If vendor is still on the way:
“Our partner is slightly delayed but will be reaching you soon. I’ll personally keep you updated.”
⚠️ If vendor cannot attempt:
“Looks like there’s a delay from our end. I’m arranging a reschedule for you right now.”
🔁 Step 5: Offer Reschedule Option
“Would you like to reschedule the pickup for today or tomorrow?”
Update via Admin Panel or pass request to ops for slot change.
📩 Optional: Notify via WhatsApp or Email
Once rescheduled, you can say:
“Your pickup has been successfully rescheduled. You’ll get updates shortly from our partner.”
✅ Final Notes
|
DO |
DON’T |
|---|---|
|
Apologize genuinely |
Blame vendor directly |
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Check status before replying |
Give false timelines |
|
Escalate if vendor unresponsive |
Ignore repeat complaints |