How to Change Assigned Vendor for an Order
✅ Purpose:
To ensure smooth reassignment of a pickup lead when the original vendor is unresponsive, delayed, or requests removal.
👥 Who’s Involved:
-
Ops Executive: Performs reassignment in the Admin Panel.
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New Vendor: Accepts and completes the pickup via Vendor App.
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Customer Support (optional): Updates customer if pickup time changes.
🪜 Step-by-Step Process:
Step 1: Identify the Need for Reassignment
Check the order under:
-
“Out Of Time” – Pickup slot has passed.
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“No Action” – Vendor has not updated status post assignment.
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Customer Complaint – Vendor did not show up or unreachable.
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Vendor Request – Vendor called to release/cancel the order.
Step 2: Call Existing Vendor (Optional)
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Call vendor once to confirm they are dropping the order.
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Mark notes in Admin Panel:
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“Vendor not reachable” or
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“Vendor released order”
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Step 3: Remove Vendor Assignment
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Go to Admin Panel → Orders → [Order ID]
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Click “ReAssign Vendor”
- Select Other Eligible Vendor & Reassign
Step 4: Notify New Vendor
Call or message: “New pickup assigned in [Area] for [Device]. Please check your app and confirm.”
Step 5: Monitor Progress
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Track status within 30–60 mins.
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If still no action → escalate or flag for manager review.
⚠️ Important Rules:
|
Rule |
Action |
|---|---|
|
Vendor didn’t update in 2 hours |
Remove & reassign |
|
Vendor has 3 active orders |
Skip – assign to someone else |
|
Repeated drops by same vendor |
Flag or restrict |
|
Order reassigned 2+ times |
Escalate to Ops Manager |