How to Handle a Delayed Pickup
🧩 Purpose:
To ensure timely follow-up and resolution of delayed pickups, maintain customer satisfaction, and enforce vendor accountability.
✅ When Does This Apply?
This SOP is triggered when:
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The order appears in the “Out Of Time” tab (pickup slot passed without rescheduling), or
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The order appears in the “No Action” tab (no status update after lead assignment).
👥 Who’s Involved?
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Ops Executive: Monitors orders and initiates action.
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Vendor: Executes pickup and updates via app.
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Customer Support: Updates customers on delays.
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Ops Manager: Escalation point for unresolved or repeated delays.
🪜 Step-by-Step Process:
Step 1: Identify Delayed Pickup
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Go to the Admin Panel → Orders → Out Of Time / No Action.
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Filter by City and Vendor.
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Click on the Order ID to view full order and vendor details.
Step 2: Vendor Follow-Up
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Call vendor immediately.
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Ask why the pickup wasn’t completed.
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Instruct vendor to call the customer and reschedule within the same day.
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Update internal notes on Admin Panel: ”Vendor contacted, promised pickup by [TIME].”
Step 3: Customer Update
If pickup is not happening the same day:
- Reschedule the order in Admin Panel.
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Trigger reschedule WhatsApp + Email notification to customer.
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(Optional) Call customer if delay is more than 24 hours or customer is high priority.
Step 4: Vendor Escalation
If vendor is:
- Not reachable OR
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Pickup still not done after 24 hours:
- Reassign the order to another vendor.
- Reduce vendor’s active order limit to 3 max.
- Log delay in Admin Panel notes.
- Fine vendor 10 credits for delay.
Step 5: Logging the Delay
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Open ticket.
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Log issue under: Category: Pickup Delay
Tag: Vendor Delay, Rescheduled or Reassigned - Add remarks and link Order ID.
Step 6: Escalation Flow (to be implemented)
If delay repeats 2+ times in 7 days:
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Flag vendor for review.
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Hold vendor from receiving new orders for 24 hours.
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Notify Ops Manager for review.
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Escalate to leadership if repeated 3+ times/month.
⚠️ Important Notes:
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Never allow more than 3 orders in progress for a vendor with delays.
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Vendor must mark status on the app post-call — else reassign.
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System auto-sends pickup reschedule notifications — no manual follow-up needed unless critical.