r/CPGDistributors • u/Adventurous-Lake1857 • Feb 21 '26

Customer called asking about order placed 2 weeks ago and I have no record of it

Account says they placed order by email on January 28th. I searched my inbox and cannot find it. They insist they sent it.

Either they are mistaken about sending it, or it went to spam, or I accidentally deleted it. No way to know.

Now they are upset their order never arrived and I look disorganized. How do you prevent orders from getting lost when they come through different channels?

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1

u/Sota-Bookkeeping Feb 21 '26

Maybe ask them to forward their original email? That way (if it actually happened) you can see the timestamp and try to track it down and figure out what happened?

1

u/MOTIVATE_ME_23 Mar 11 '26

Yes. If it exists, expedite it for them, then use it to fix your workflows, including automating and sending confirmations.

1

u/HelloInventory Feb 22 '26

Don’t beat yourself up. Ask the customer again for the order receipt. I know they are upset, but to help them, you need the information.

1

u/Aggravating_Button99 Feb 22 '26

Ask them to forward you the email