You may encounter instances where the customer cannot be reached. This happens if the customer's phone is unattended, out of coverage area, or the customer placed the wrong contact number when ordering. Here are some steps to help in case this happens with your customer:
- Keep contacting the customer. A possibility is that the customer left his/her phone unattended for a short while or left the phone on silent. Try to contact until you receive a response. You may also try contacting them through Viber if possible.
- Email the customer. Customers are given the opportunity to enter their email for Marketing purposes when they order. Contact your management or any personnel with access to your Content Management System (CMS) dashboard to retrieve the customer's email.
- Leave the customer a message. If it is taking too long to get feedback, you may opt to cancel the order. When this happens, make sure to leave a message with the customer informing them of your decision.
These are best practices in case the customer cannot be reached. To avoid this from happening, please contact the customer to confirm before accepting their order. If customer cannot be found nor reached, kindly follow store protocol regarding delivery orders.