How to Follow Up with Customers Who Scheduled Pickup But Cancelled

🎯 Objective:

To recover cancelled orders by identifying the reason, addressing concerns, and encouraging the customer to reschedule the pickup.

🧑‍💼 Responsible:

Sales/Support/Calling Team

🪜 Step-by-Step Talk Track

✅ Step 1: Call the Customer Within 12–24 Hours of Cancellation

“Hi [Customer Name], this is [Your Name] from Cashkr. I noticed you cancelled your pickup for [Device Name] — just wanted to check if everything’s okay or if we can help in any way?”

✅ Step 2: Understand the Reason for Cancellation

Ask politely:

“Was there any issue with timing, price, or something else?”

✅ Step 3: Respond Based on the Scenario

Reason	What to Say
Price too low	“Got it. If you’ve received a higher quote elsewhere, feel free to share and we’ll try to match it.”
Change of mind	“Totally okay — if you change your mind, you can rebook anytime. We’ll be happy to help.”
Vendor didn’t show up	“Sorry about that. We can assign a different vendor and ensure timely pickup this time.”
Want to delay	“Would you like me to reschedule for another day or time that’s more convenient for you?”

✅ Step 4: Offer Rebooking Support

If customer shows interest:

“I can help you rebook the pickup now — just tell me your preferred time.”

Or guide them to rebook:

“You can easily reschedule through our website or app in under a minute.”

✅ Step 5: Mark Disposition in CRM

Update lead status in your CRM/disposition tool:

Disposition 1: Connected
Disposition 2: Cancelled Follow-up
Add remarks: “Price concern / Delay / Rescheduled to tomorrow” etc.

🧠 Best Practices

Be empathetic, not pushy
Always give customer the option to reschedule or cancel freely
Offer resolution for operational failures (e.g., vendor no-show)
If user refuses, mark lead as Cancelled – No Interest to avoid spamming