How to Respond If User Says: “I Didn’t Get Any Vendor Call”

🎯 Purpose:

To guide CX agents on how to verify and respond when a customer claims that no vendor contacted them after placing an order.

🪜 Step-by-Step Response Flow

🧾 Step 1: Acknowledge & Apologize

“I’m really sorry for the inconvenience caused. Let me quickly check what happened.”

🔍 Step 2: Check Order Logs (Admin Panel)

Go to Admin Panel → Orders → Search by phone/order ID
Check the Order Log section:
- Was a vendor assigned?
- Did vendor mark “call done” in logs?
- Any note of missed/failed attempt?

📞 Step 3: Verify Call Records (If Available)

Ask the Operator team to provide:

Call recordings
Call time stamp

(if enabled in system)

🧑‍🔧 Step 4: Take Corrective Action

Scenario A:

Vendor was assigned, but didn’t call

“It looks like the vendor didn’t reach out. I’ll immediately raise this with our operations team and get it resolved. You’ll receive a fresh call shortly.”

Escalate to Ops team
Optionally: Reassign vendor or reschedule pickup

Scenario B:

Vendor called but user missed it

“Our records show the vendor did attempt a call around [time]. It may have been missed. I can ask them to call again or help you reschedule.”

Scenario C:

Vendor call not logged or unassigned

“It seems a vendor hasn’t been assigned yet or didn’t take action. I’ll make sure this is fixed right away.”

✅ Step 5: Resolve or Escalate

Update user via WhatsApp or call
Log in CX Genie as complaint (Pickup not contacted)
Mark priority if it’s same-day pickup

💡 Pro Tips

✅ Do	❌ Don’t
Always check logs first	Don’t blame vendor without verifying
Offer resolution quickly	Don’t make the user wait
Escalate ghost vendors	Don’t mark ticket as resolved prematurely