Check the order tracking in the merchant dashboard to see if the order was cancelled or is still out for delivery.
Contact your account manager to let them know of the situation. They can contact the delivery provider to see if the driver is experiencing an issue.
Follow up with the customer based on what you find:
If the delivery failed, let them know and invite them to place a new order.
If it’s delayed, acknowledge the delay and ask them to hang tight while it’s on the way.
A customer says their order never arrived. What now?
Updated over 9 months ago