How to Handle a User Who Says “I Didn’t Get My Pickup”
🎯 Objective:
To quickly investigate and resolve missed pickup complaints while keeping the customer informed and maintaining service standards.
👤 Responsible Teams:
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Customer Support (First response)
-
Operations Team (Vendor coordination)
🪜 Step-by-Step Process
✅ Step 1: Verify the Order
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Search in Admin Panel → Orders → Customer’s name/number
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Check:
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Order status (Scheduled / Out of Time / In Progress / Failed)
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Assigned vendor
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Scheduled time slot
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Vendor activity logs (if any)
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✅ Step 2: Call Assigned Vendor
Ask:
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Did you attempt pickup?
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If not, why?
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When can it be done?
📌 Record vendor response and ETA.
✅ Step 3: Update Customer (Call or WhatsApp)
Based on vendor response:
|
Case |
Script |
|---|---|
|
Vendor missed unintentionally |
“Apologies for the delay. Your pickup got missed — we’re assigning it priority now and will update you shortly.” |
|
Vendor unresponsive |
“We’re reassigning your pickup and will ensure it’s completed as soon as possible.” |
|
Vendor claimed pickup attempt but no show |
“We’ll look into this and get it resolved. Our team will update you shortly.” |
✅ Step 4: Take Action Internally
|
Case |
Action |
|---|---|
|
Vendor at fault |
Hold vendor (set Max Lead Count = 0) + reassign order |
|
No vendor tried pickup |
Escalate to Ops Manager for immediate reassignment |
|
Fake attempt marked |
Create ticket in CX Genie with screenshot and timeline |
✅ Step 5: Reschedule or Reassign Pickup
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Use Admin Panel → Edit Order → Assign new time or vendor
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Confirm with vendor that they will fulfill it
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Send updated confirmation to customer (via email/WhatsApp)
📝 Best Practices
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Keep TAT for resolution under 3 hours
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Always log vendor accountability if pickup missed without reason
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If customer is angry, offer coupon/referral code as goodwill