“I didn’t order this”: what to do when a delivery goes wrong

Sooner or later a delivery goes wrong: the wrong item, a no-show or a damaged parcel. What you do in the next hour decides whether you lose a customer or keep one for years.

1. Stay calm and get the facts

Before you reply, check the order: what was ordered, what was packed, who delivered and when. Ask the customer for a photo. Most problems are mix-ups, not lies.

2. Wrong item

Apologise and send the right one. Ask the rider to collect the wrong item on the same trip. Don’t make the customer pay twice for your mistake.

3. Customer not around

If the customer did not confirm, this one is on the process. Confirm every pay on delivery order before booking a rider. If they confirmed and still weren’t there, rebook once and ask for payment first next time.

4. Damaged parcel

Ask for photos straight away. If the partner damaged it, report it in the app with the photos so the claim goes to them. Send a replacement or refund without waiting for the claim.