How to Reschedule a Pickup Requested by Customer

🎯 Purpose:

To promptly and accurately reschedule a pickup when requested by a customer, ensuring proper communication and system update.

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🧍 Who Can Reschedule:

• Customer Support/Operations Team (via Admin Panel)

• Vendors (via Vendor App — separate SOP)

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🪜 Step-by-Step Process (Operations/Admin Panel Side)

🗣️ Step 1: Confirm New Time Slot from Customer

Ask:

“When would you like the pickup to be rescheduled — today or another day and time?”

Make sure to note:

• Date

• Time Slot

• Any special instructions (e.g., preferred contact time)

💻 Step 2: Go to Admin Panel → Orders Section

• Search for the customer using Order ID or Phone Number

• Click on the specific Order Card

🗓️ Step 3: Click “Reschedule” Option

• Choose the new Date and Time Slot

• Save/Confirm the reschedule

⚠️ Make sure there is vendor availability in that area before confirming.

🔁 Step 4: Notify the Customer

Use preferred channel (WhatsApp, Email, or SMS):

“Your pickup has been successfully rescheduled for [Date] between [Time Slot]. You’ll get updates shortly from our pickup partner.”

📝 Step 5: Internal Note or Ticket (If Delay or Issue)

If the reason for reschedule was vendor no-show or delay, create a CX Genie ticket or add internal note so it’s tracked.

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✅ Best Practices

✅ Do	❌ Don’t
Always confirm slot before changing	Don’t reschedule without customer consent
Communicate update clearly	Don’t forget to update system
Double-check area/vendor availability	Don’t reschedule to unavailable slots