How to Force-Close an Order If Vendor Is Not Responding

🎯 Objective:

To ensure customer experience is not impacted when a vendor becomes unresponsive after an order has been assigned, and to close or reassign the order responsibly.

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👤 Responsible Team:

• Operations Team

• Escalation (if part of repeated SLA violations)

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🪜 Step-by-Step Process:

✅ Step 1: Verify Inactivity

1. Go to Admin Panel → Orders → In Progress

2. Search for the specific order ID

3. Check:

   • Time since assignment

   • Status update logs (No pickup, no action marked)

   • Vendor contact attempt history (calls/WhatsApp)

📌 If vendor has not updated status or responded in 6+ hours (or as per SLA) → proceed to next step

📞 Step 2: Attempt Contact

1. Try calling the vendor (up to 2 attempts)

2. Send WhatsApp asking:

   “Pickup for Order #[ID] is pending. Please update or confirm status within 30 mins to avoid reassignment.”

⏳ If no reply within 30 mins, escalate

🔁 Step 3: Reassign or Cancel

A. If Customer Still Wants Pickup:

• Go to Admin Panel → Assign New Vendor

• Select alternative vendor based on:

  • Device type

  • Area

  • Credit availability

➡️ New vendor will get pickup; original vendor won’t be refunded credits (unless justified)

B. If Customer No Longer Interested:

• Go to Admin Panel → Orders

• Mark order as Failed → Vendor No Response

• Add internal note: “Force closed due to vendor inactivity”

⚠️ Step 4: Flag or Hold Vendor

• Set Max Lead Count = 0 (Hold)

• Optionally: Log SLA violation on CX Genie (if repeated behavior)

• Add to internal sheet:

Date	Vendor	Order ID	Action Taken	Reason

📩 Step 5: Notify Customer

• Inform customer politely via WhatsApp/email:

“Hi [Name], due to an internal delay, your pickup is being reassigned. We’ll confirm the updated vendor shortly.”

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🧠 Tips:

• Avoid assigning more than 3 orders to inactive vendors

• Monitor such vendors weekly for pattern of no-shows

• Escalate vendors with 3+ force-closes per week