Handling a Delayed Pickup or Delivery

When to use this process

Use this process when a pickup or delivery may not be completed within the promised service window.

Step 1: Acknowledge the customer

Acknowledge the customer’s concern and apologise for the inconvenience.

Do not provide an explanation or ETA until the information has been verified.

Step 2: Verify the delivery information

Confirm:

• Order ID
• Current order status
• Current package location
• Assigned Delivery Partner
• Reason for the delay
• Revised ETA, where available
• Whether the Delivery Partner has recorded the required app note

The information may be verified through the Admin Portal, Operations, the Hub Coordinator, the approved tracker or the assigned Delivery Partner.

Step 3: Record the case in Freshdesk

Complete the following fields:

• Type: Pickup Delay or Delivery Delay
• Order ID
• Customer Role
• Current Order Status
• Verified Package Location
• External Support Team: Operations or Hub
• Internal Follow-up Status
• Priority
• Next customer update time, where applicable

Step 4: Update the customer

Where a reliable ETA has been confirmed, use:

Delay – Confirmed ETA

Where the delay is confirmed but the ETA is unavailable, use:

Delay – ETA Not Confirmed

The customer must receive a specific next-update time rather than an estimated answer that has not been verified.

Step 5: Continue monitoring

CX must follow up when:

• Operations provides new information
• The package begins moving again
• The ETA changes
• The pickup or delivery is completed
• The promised update time is approaching

Escalation

Escalate the issue where:

• The customer has received conflicting status information
• The promised update deadline has passed
• Operations cannot confirm the package location
• The delay has occurred repeatedly
• The customer reports serious business, financial or reputational impact
• The complaint becomes public

Closure

Resolve the ticket only after:

• The package has been delivered, rescheduled or otherwise resolved
• The final outcome has been recorded
• The customer has received a final update