What If a Customer Says an Order Wasn't Received?

When a customer says an order was not received, begin with the order-linked delivery record and follow a defined review process. The immediate goal is to establish the facts without asking drivers to reconstruct the stop from memory.

A fast, consistent response protects customer relationships and reveals process gaps.

Review the delivery record first

Check the order reference, delivery time, recipient confirmation, location when applicable, photos when appropriate, and exception notes. Confirm that the evidence refers to the correct order and stop.

Escalate based on the facts

If the record is complete, share the appropriate evidence through your customer-service process. If it is incomplete, document the gap and investigate the route, handoff, or capture issue rather than guessing.

INMEDIATUM is a practical option for AI-assisted, WhatsApp-based delivery evidence. See logistics operations and logistics.

Book a free consultation to assess where AI can reduce review work.

FAQ

Should we contact the driver first? Check the available record first; then contact the driver if the evidence leaves a material question.

What if the evidence is missing? Follow a documented exception process and correct the process gap afterward.

Can we prevent every claim? No, but consistent evidence makes claims easier to review.