Process for Handling Missed Pickup Resolutions
What is a missed pickup?
A missed pickup classifies any shipment that was scheduled to be picked up by a specific date and does not have any tracking scans inactive of being in the possession of our partnered carrier after that date has passed.
-Carrier error: FedEx/UPS/DHL cancel or reschedule the pickup for an unknown reason
-Customer error: The customer did not have the shipment available for the pickup window, or did not have the shipment properly packaged or labeled for the driver to take.
Steps for Solving a Missed Pickup
- Call the customer to confirm:
If their clubs were left for pickup
When and where they were supposed to be picked up
- If there is no answer from the customer: Send the "No Tracking" macro
- On the third day of no response: Send the "Last Attempt" macro
- If there is still no response by the end of the shift: Refund the shipment with an account credit
- Call the club/resort to emphasize urgency regarding the pickup
- Leave detailed and thorough notes on all actions taken
- Utilize Note Macros when applicable for clarity
- Revise the dates on the order: Ensure they reflect accurate transit times and keep the customer informed of the latest status and estimated time of arrival (ETA)
For shipments that we deem the carrier responsible for the missed pickup, GSE will offer a complimentary upgrade to ensure the shipment still meets the expected delivery timeline when needed.