If the customer refuses the delivery, stay professional, document the reason, and notify Dispatch before leaving the stop.
Do this first
1. Ask why they are refusing.
2. Check the invoice and product.
3. Write the reason on the paperwork.
4. Keep refused product secured.
Call Dispatch with
Be ready to explain:
- Customer name
- Stop number
- Reason for refusal
- Product status
What to say
“I’m at [customer]. The customer is refusing delivery because [reason]. Product is [still on truck / partially accepted]. How should I proceed?”
Do not
- Do not argue.
- Do not leave refused product.
- Do not mark complete without instruction.
- Do not write “refused” without the reason.