How to Verify Vendor Actions if Customer Claims “No One Contacted Me”
🎯 Purpose:
To verify the vendor’s actions (especially communication attempts) when a customer claims they were not contacted after placing an order.
🪜 Step-by-Step Process
🧭 Step 1: Check Order Logs in Admin Panel
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Go to the Order Details in the Admin Panel.
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Review the Activity Log:
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Whether vendor marked “called”
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Any pickup/reschedule attempt
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If the vendor updated a status (e.g., not reachable, customer not available)
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🔎 This shows whether a call attempt was recorded on the system.
🎧 Step 2: Request Call Recording from Operator
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Ask your assigned call tracking operator (or relevant ops contact) to provide:
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Timestamped call logs
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Call recordings for that specific vendor and order
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Example message to operator:
“Please share call log and recording for Order ID #12345. Customer says vendor didn’t call.”
☑️ Step 3: Cross-Check Both Sources
|
Source |
What to check |
|---|---|
|
Admin Panel Logs |
Timestamp and call action |
|
Call Recording |
Was a call made? Was it connected? Tone/professionalism? |
🚦 Step 4: Take Action Based on Finding
✅ If vendor did call and was professional:
No action. You can explain the same to the customer politely and offer reschedule.
⚠️ If vendor did not call or misbehaved:
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Mark vendor for SLA violation
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Log internal ticket on CX Genie
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Consider fine, hold, or reassignment depending on severity
🗣️ Step 5: Communicate Carefully with Customer
If vendor was correct:
“Our records show that a call was made, but it might have been missed. I can help you reschedule if needed.”
If vendor was at fault:
“I sincerely apologize — this shouldn’t have happened. We’ve raised it with the team and are reassigning your pickup immediately.”
✅ Best Practices:
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Always verify both sources before making a judgment
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Never blame the customer or vendor directly
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Document final conclusion in internal notes/ticket