How to resolve: “Vendor didn’t show up in my time slot”?

🎯 Purpose:

To properly address and resolve cases where customers complain that the pickup vendor did not arrive in the selected time slot.

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🪜 Step-by-Step Process

🧾 Step 1: Apologize and Acknowledge

Respond politely:

“I’m really sorry the pickup didn’t happen as scheduled. Let me check and fix this for you right away.”

🔍 Step 2: Check Pickup Logs

Go to Admin Panel → Orders → Search by Order ID or Phone Number

Check:

• Order logs: Did vendor mark “Reached” or “Pickup Attempted”?

• Call log: Did vendor call the customer?

• Vendor status: Is vendor still assigned or unresponsive?

📞 Step 3: Contact Vendor (Internally)

Call or WhatsApp the vendor:

“Customer reported no pickup in time slot for Order #[ID]. Please confirm status now. Did you visit or call?”

Based on response:

• If no response or delay confirmed → Mark as missed pickup

• If vendor claims visit but didn’t call → Vendor is at fault

🔁 Step 4: Reschedule Immediately (if customer agrees)

Say:

“I’ve raised a request to reschedule your pickup at the earliest. You’ll get a confirmation soon.”

Then:

• Reassign to new vendor (if needed)

• Update in Admin Panel with new slot

• Trigger reschedule notification to customer

⚠️ Step 5: Log the Vendor Failure (If Confirmed)

If vendor is at fault:

• Create a ticket on cx.cashkr.com

• Category: Vendor Delay / No-Show

• Mention: “Missed scheduled slot, no contact made, customer waiting.”

Optional: Set Max Lead Count = 0 or hold vendor temporarily if repeated

✅ Step 6: Confirm with Customer

Final message:

“Your pickup is now rescheduled. You’ll receive the vendor details soon. Sorry again for the inconvenience — we’re working to improve this.”

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✅ Best Practices

✅ Do	❌ Don’t
Always verify logs before taking action	Don’t assume vendor attempted pickup
Keep communication clear with both vendor & customer	Don’t delay reschedule
Flag repeat vendor no-shows	Don’t reschedule with same unresponsive vendor