How to Handle Customer Request for Early Pickup
🎯 Objective:
To reschedule a pickup to an earlier time slot (if available) upon customer request, while maintaining vendor availability and SLA alignment.
👤 Responsible Teams:
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Operations Team (Admin Panel)
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Vendors (in some cases)
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CX Team (if request is via support channels)
✅ Acceptable Early Pickup Scenarios:
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Customer made a booking for a future date but now wants it sooner
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Vendor is in the area and has an open slot
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Customer needs to travel or dispose of the device early
🪜 Step-by-Step Process:
✅ Step 1: Verify Customer Request
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Confirm request via:
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Call
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WhatsApp
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Email
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In-app ticket
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Ask:
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Preferred early date & time
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Are they available anytime during the day?
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Can they accept pickup with short notice?
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✅ Step 2: Check Vendor Availability
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Go to Admin Panel → Orders → All Orders
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Search by Order ID or Customer Number
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Identify the assigned vendor and city
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Then check:
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Does the vendor have free slots today or tomorrow?
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Is any vendor active in that pincode?
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✅ Step 3: Reschedule the Pickup
🎯 Option A: Same Vendor Available
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Contact vendor via call/WhatsApp
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Confirm if they can take it earlier
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If yes:
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Update pickup slot in Admin Panel to earlier time
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Confirm with customer
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Send updated notification (email/WhatsApp)
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🔁 Option B: Assigned Vendor Unavailable
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Use Admin Panel → Assign New Vendor
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Select vendor with availability in that pincode
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Update pickup time and notify customer
✅ Step 4: Update Status & Notify
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Mark disposition as: “Rescheduled - Early Request”
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Send confirmation message to customer via:
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WhatsApp template
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Email (if integrated)
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Notify vendor via call or app notification
🧠 Notes:
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Always confirm vendor availability before promising a time to customer
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If no vendor available, politely inform customer and offer earliest possible slot
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Maintain SLA if order was already marked as “out of time” or delayed