How do you handle customers who don’t answer the confirmation call?
Lucas Ferraz · 2026-10-07
Context
In e-commerce, confirming orders is essential to make sure the customer really wants the product and has provided the correct information. When a customer doesn’t answer the call, it can lead to frustration and impact sales. It’s common to run into situations where the number provided is wrong or the customer simply can’t answer at the moment.
Attempts
- First Call: Try calling as soon as the order is placed. This shows you’re proactive and can help complete the purchase.
- Second Call: If there’s no answer, wait 10 to 15 minutes and try again. The customer might be busy.
- Different Times: Try calling at different times. The customer may be available at a time you hadn’t considered.
SMS
If the customer doesn’t answer after two attempts, send an SMS with a short, clear message. Examples:
- "Hi, [Name]! We tried to confirm your order, but couldn’t reach you. Please call us back or reply here."
- "Hi, [Name]. Your order is waiting for confirmation. Please get in touch with us when you can!"
The message should include a callback number and, if possible, a link to track the order or additional information.
Question
After these attempts, you may still have customers who don’t respond. One good practice is to ask, for example, "Would you prefer to be contacted by SMS or phone?" This can help you figure out which communication channel works best for your customer base.
Asking for scripts
Sharing call and message scripts can be extremely helpful. If you have a template that works, consider sharing it with the community. A clear, straightforward script can increase your response rate. For example:
- Call Script: "Hi, [Name]! This is [Your Name] from [Your Company]. We’re calling to confirm your order [Order Number]. Do you have a minute to talk?"
- SMS Script: "Hi, [Name]. This is [Your Company]. We need to confirm your order [Order Number]. Can you help us out?"
How do you handle customers who don’t answer the confirmation call? What kind of callback rates do you usually see?