How to Escalate If Pickup Is Not Attempted at the Scheduled Time Slot

✅ Purpose:

To ensure timely pickups by escalating cases where a vendor fails to attempt pickup within the scheduled time slot, protecting customer experience and enforcing SLA compliance.

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🪜 Step-by-Step Process:

⏱️ Step 1: Identify Missed Time Slot

1. Go to Admin Panel → Orders → Out Of Time section.

2. Filter by:

   • Date

   • City

   • Vendor

    

3. Review each order that has crossed its scheduled pickup window without status update.

📞 Step 2: Call Vendor for Immediate Clarification

Ask the vendor:

• Did they contact the customer?

• Why was pickup not attempted?

• Are they nearby or unable to fulfill?

📌 If reachable:

• Ask them to immediately attempt or reschedule

• Set a new internal deadline for resolution

📌 If unreachable:

• Proceed to escalation

⚠️ Step 3: Check Vendor History

Before escalating, review:

• Vendor’s current lead count

• SLA record for the week (delays, failures)

• Any recent warnings or holds

If this is their second+ delay this week, proceed to escalate.

🧾 Step 4: Create Escalation Ticket

1. Go to CX Genie → New Ticket

2. Title:

   [Pickup Missed Escalation] – VendorName – OrderID [#]

3. Include:

   • Order ID, Customer City

   • Assigned Slot Time

   • Delay Duration

   • Vendor Name & ID

   • Action taken so far

    

4. Tag #sla_violation and assign to Ops Manager or Vendor Head

🔨 Step 5: Immediate Actions After Escalation

Severity	Action
First Miss	⏸️ Issue verbal or written warning
Repeated Miss (2+)	🚫 Set Max Lead Count = 0 (Hold)
3+ Misses in 7 Days	❌ Escalate for Vendor Deactivation

📝 Step 6: Add Admin Panel Remark

In the order or vendor notes:

“Pickup not attempted by [Vendor] for Order [ID] on [Date]. Escalated via CX Genie by [Your Name].”

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🧠 Tips:

• Monitor “Out Of Time” section twice daily (morning + afternoon)

• Follow up every 30 mins if pickup not attempted post-reminder

• Pair with “No Action” orders to track vendor delays better