I was handling a call as a customer service manager for an e-commerce company. A customer’s order was being held at the shipping company’s distribution center, and on our end the message “No Further Information Available” was displayed. Self-explanatory. The ticket was assigned to me and I called the customer. We had already created a case for his order and were advised that he should wait a few days for it to arrive.
M is me and C is the customer.
After I get through the verification we’re required to perform…
C: So where is my order?
M: It is at the shipping company’s local distribution center. I see a case was created regarding this order and we should just wait a few more days for it to be delivered to you. If not, we can provide a full refund.
C: Can’t I go to the distribution center myself and get it?
M: No Mr. C, I’m afraid you can’t do that-
C: It’s not far! I’ll just go and ask for it.
M: Mr. C, do you work at <shipping company>?
M: If you don’t work at <shipping company>, you won’t be able to enter the distribution center.
C: But it’s close.
M: I understand Mr. C, however, as I said, you cannot go to the distribution center to collect your order.
The customer’s order ended up arriving 2 days later.